Kelsey Hilliard

Customer Support Representative

Alorica

Apr 2022 - Apr 2024 -2 yrs

Job Details:Assist customers with issues and concerns they are experiencing during the use of the product and/or service. Document call-related information for auditing and reporting purposes in Salesforce. Maintain and update customer information as necessary. Upsell current customers on new or enhanced services. Troubleshooting tech issues in QuickBooks Online. Stay updated on product knowledge, company policies, and industry trends to provide accurate and relevant information to customers. Manage multiple tasks simultaneously, such as handling calls while entering data or researching solutions. Achieve individual and team performance metrics such as call handling time, customer satisfaction, and resolution rates.

Nanny

Jan 2016 - Dec 2021 -5 yrs, 11 months

Job Details:Provide full-time care for two children, ensuring their safety and well-being. Develop and implement a daily routine that includes educational activities, meal times, naps, and playtime. Prepare and serve nutritious meals and snacks, catering to specific dietary needs and preferences. Assist with homework and engage children in age-appropriate educational activities, fostering a love for learning. Maintain open communication with parents regarding the children’s progress, behavior, and any concerns. Plan and execute fun and engaging recreational activities, both indoors and outdoors. Perform light housekeeping duties related to child care, including laundry, organizing toys, and maintaining clean play areas. Safely transport children to and from school, extracurricular activities, and appointments.