Kendra Richardson
Richmond
Summary
Versatile Customer Sales Support Representative with a proven track record in customer service and sales support. Notable strengths include problem-solving, relationship-building, and the ability to thrive in fast-paced environments. Successfully improved customer satisfaction rates and fostered growth through proactive communication and resolution of issues. Demonstrates strong knowledge of CRM systems and sales processes to boost productivity and efficiency.
Overview
22
22
years of professional experience
2003
2003
years of post-secondary education
Work History
Customer Sales Support Representative
Closets by design
King of Prussia
07.2022 - 12.2025
- Assisted customers in selecting design options for custom closet solutions.
- Coordinated order processing and fulfillment for customer sales inquiries.
- Provided product knowledge and support to enhance customer satisfaction.
- Managed customer communications through phone, email, and in-person interactions.
- Collaborated with design team to ensure accurate project specifications.
- Maintained inventory records and updated product availability for sales staff.
- Resolved customer issues by coordinating with relevant departments and teams.
- Assisted customers with product selection based on their needs and preferences.
- Maintained accurate records of customer interactions and transactions.
Customer Service Representative
Sallie Mae
King of Prussia
04.2019 - 06.2022
- Assisted customers with inquiries regarding student loans and repayment options.
- Resolved customer issues through effective communication and problem-solving techniques.
- Educated clients on financial aid processes and eligibility requirements for loans.
- Utilized CRM software to track customer interactions and manage case resolutions.
- Collaborated with team members to streamline service procedures and enhance efficiency.
- Conducted follow-up calls to ensure customer satisfaction with service received.
- Provided support during high call volume periods, maintaining service quality standards.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
Nations home mortgage
Cherry Hill
01.2004 - 03.2019
- Resolved customer issues through effective communication and problem-solving techniques.
- Educated clients on financial aid processes and eligibility requirements for loans.
- Collaborated with team members to streamline service procedures and enhance efficiency.
- Conducted follow-up calls to ensure customer satisfaction with service received.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Took special orders in person and over telephone, generating additional revenue every month.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Associate of Arts - Telecommunications
East Carolina University
Greenville, North Carolina, NC 10.2001 - 06.2003
Fike High School
WILSON, NCSkills
- Customer relationship management
- Order processing
- Product knowledge
- CRM software
- Complaint resolution
- Upselling products
- Goal oriented
- Problem resolution
- Data entry accuracy
Accomplishments
- Customer support representative of the year 2007, 2009, and 2010
Timeline
Customer Sales Support Representative
Closets by design
07.2022 - 12.2025
Customer Service Representative
Sallie Mae
04.2019 - 06.2022
Customer Service Representative
Nations home mortgage
01.2004 - 03.2019
Associate of Arts - Telecommunications
East Carolina University
10.2001 - 06.2003
Fike High School