Kerri Neill
Colorado Springs
Summary
Versatile Customer Service Specialist skilled in resolving complex customer issues while supporting cross-departmental operations. Expertise in training, performance management, and process optimization drives consistent improvements in service quality and team effectiveness.
Overview
11
11
years of professional experience
Work History
Call Center Specialist/SRT
Progressive Insurance Companies
Colorado Springs
11.2020 - Current
- Fielded customer inquiries regarding merchandise availability, pricing, and company updates.
- Delivered exceptional customer service by utilizing extensive product knowledge.
- Responded promptly to requests for information about products and services.
- Maintained comprehensive understanding of products to provide informed responses.
- Promoted products and services during account management and order calls.
- Recommended products while thoroughly explaining features and benefits.
- Educated customers on company systems, form completion, and service access.
- Processed payments accurately via debit, credit cards, and electronic checks.
Administrative Assistant
RMG
Colorado Springs
12.2019 - 11.2020
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Created detailed expense reports and requests for capital expenditures.
- Maintained staff directory and company policy handbook for human resources department.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Handled client correspondence and tracked records to foster office efficiency.
Training Manager
HomeAdvisor
12.2018 - 12.2019
- Responsible for all new hire training for the Customer Care department
- Maintained new hire training database for standardized process flow for new hire training
- Worked with several coding programs to update current Turn Around Times for the multiple departments on both a Google shared document as well as the in-house Toolbox
- Utilizing my communication skills, I was able to collaborate with multiple departments to plan, develop and implement process improvements, data analysis and inquiries resulting in enhanced content and overall staff performance
- Delivered ongoing Franklin Covey leadership trainings on a quarterly basis to help develop the management team as well as the Aspiring Leaders Program for those wanting to learn to develop their leadership skills.
Homeowner & Business Customer Care Manager
HomeAdvisor
Colorado Springs
05.2016 - 12.2018
- Leadership and management responsibility of multiple teams in a 130-member call center
- Led multiple teams to raise the floor’s overall Net Promoter Score to an average of 4.6 (out of 5) per advisor
- Reduced escalated call transfer rate by 45% by resolving customer inquiries on first contact without department reliance.
- Increased individual and team quality in high-volume call center through focused management and oversight.
- Through effective talent assessment, coaching, call monitoring/evaluation, and concise communication, I was successful in guiding many of the top teams in the center on a continuous basis
- Implemented process improvements for call flow and mentoring process that helped reduce call hold times while increasing overall call quality
- Collaborated with QA to enhance KPI measures across the floor by 65%, elevating overall performance standards.
Call Center Representative
HomeAdvisor
Colorado Springs
06.2015 - 05.2016
- Nurturing customer relationships through first point resolutions and customer satisfaction while enhancing the organizational brand in the community
- Identified caller needs the used tools and resources to provide customers with both short and long term solutions
- Initiated, coordinated and prioritized actions during client interactions while maintaining call records, system entries and customer databases.
Customer Service Coordinator
A-OK Appliance
- Interacted with customers to provide information on services and resolve complaints, enhancing customer satisfaction.
- Received appointment requests via telephone, email, or mail, analyzed them, and directed to appropriate staff for timely assistance.
- Analyzed transactions, updated customer records of scheduling times or part orders
- Routed technicians to optimize their schedules and improve response times for customer service.
Call Center Representative/Production Manager
Peak Structural
- Represented the company through telephone customer contacts
- Answered calls, set appointments, and resolved customer issues while supporting other departments and employees
- Conducted outbound calls for sales appointment requests from various marketing sources
- Performed various administrative tasks for the call center and marketing departments
- Assisted in developing marketing strategies to generate sales leads.
- Assisted in marketing projects to reach current or potential customers
- Compiled Thank You packets on completed projects in a timely manner, including packet creation, proper filing, mailing, etc
Education
High School Diploma -
Porterville High School
Porterville, CA06-1996
Skills
- Call center operations
- Customer service
- Customer engagement
- Onboarding training
- Performance management
- Sales motivation
- Workforce coordination
- Talent acquisition
- Report analysis
- Team building
- Service quality
- Decision making
- Conflict resolution
- Employee motivation
Timeline
Call Center Specialist/SRT
Progressive Insurance Companies
11.2020 - Current
Administrative Assistant
RMG
12.2019 - 11.2020
Training Manager
HomeAdvisor
12.2018 - 12.2019
Homeowner & Business Customer Care Manager
HomeAdvisor
05.2016 - 12.2018
Call Center Representative
HomeAdvisor
06.2015 - 05.2016
Customer Service Coordinator
A-OK Appliance
Call Center Representative/Production Manager
Peak Structural
High School Diploma -
Porterville High School