Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cayli Novak

Frankfort,KY

Summary

I possess 17 years of work experience. I aim to demonstrate a proven knowledge of back office operations and client relations, and to fill the available role of SURGE Coordinator. Frequently praised as results-oriented by my peers, I can be relied upon to not only achieve the goals of the team but to exceed them.

Overview

11
11
years of professional experience

Work History

Customer Service Associate

Voya Financial (Wealth Solutions)
03.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Aside from these duties performed within my role, I have:

  • Supported other CSA's on the assist line
  • Met with Michael Cohen, where he observed my calls for the objective of better understanding the CSA experience. I offered suggestions of changes to implement to increase efficiency and work-flow in the call-center
  • Been eager to explore other opportunities and experiences within the call center in expanding upon my skill-set

Member Experience Coordinator

The Lexington Club
10.2017 - 03.2020
  • Coordinate services for events, such as maintain a roster of participants, arrange accommodation and transportation for participants, reserve facilities, and finalize catering menus
  • Review event bills for accuracy, and approve payment
  • Operate telephone system to answer, screen, or forward calls, providing information, taking messages, or scheduling reservations for fine dining and upcoming events
  • Hear and resolve complaints from members
  • Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators and computers to work with pay records, invoices, balance sheets, or other documents
  • Keep a current record of staff members' whereabouts and availability, as well as create a monthly schedule

Salesperson (Top Performing)

Artique Gallery
04.2013 - 10.2017


Salesperson (Top Performing)

  • Describe merchandise and explain use, operation, and care of merchandise to customers
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
  • Inventory stock and requisition new stock
  • Open and close cash registers, performing tasks such as counting money, separating charge slips, balancing cash drawers, and making deposits.

Education

High school diploma or GED - Business Administration

Bluegrass Community & Technical College
Lexington, KY

Skills

  • Soft Skills include: Empathy, Patience, Professionalism, Responsiveness
  • Hard Skills include: Proofreading, Researching, Product knowledge, educating

Timeline

Customer Service Associate

Voya Financial (Wealth Solutions)
03.2022 - Current

Member Experience Coordinator

The Lexington Club
10.2017 - 03.2020

Salesperson (Top Performing)

Artique Gallery
04.2013 - 10.2017

High school diploma or GED - Business Administration

Bluegrass Community & Technical College
Cayli Novak