Socializing
Ivy Kala
Customer Representative Role
Spanaway,WA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Customer Care Representative/Remote
Autm Lake Of Ruxton Towson MD
Maryland
08.2022 - 01.2024
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Contributed to team success, consistently achieving call center performance metrics.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Managed high call volume with exceptional professionalism and efficiency.
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Provided constructive feedback on company products based on recurring client concerns, resulting in improvements that increased overall satisfaction rates.
Customer Service Executive/Remote
Johns Hopkins Hospital
Maryland
01.2020 - 07.2022
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary changes.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels.
Technical Customer Service Representative/Remote
T-Mobile
Newjersey
02.2018 - 01.2020
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Streamlined processes for increased efficiency, resulting in faster response times and improved customer experience.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
- Increased client satisfaction by tailoring solutions to individual needs and preferences within the scope of available resources.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
Customer Support Specialist
The Wound Pros
Los Angeles, CA
07.2017 - 01.2018
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Streamlined support processes for increased efficiency and reduced response times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Education
Bachelor of Arts - International Relations And Affairs
United States International University
Africa Kenya 05.2001 -
Skills
First Call resolution
Data Entry
Appointment Scheduling
Customer Service
CRM Software
Complaint Handling
Call center experience
Brand representation
Customer Relationship Management
Zendesk expert
Jira
Interests
Travelling
Mental Health Mobilization
References
References Upon Request.
Timeline
Customer Care Representative/Remote
Autm Lake Of Ruxton Towson MD
08.2022 - 01.2024
Customer Service Executive/Remote
Johns Hopkins Hospital
01.2020 - 07.2022
Technical Customer Service Representative/Remote
T-Mobile
02.2018 - 01.2020
Customer Support Specialist
The Wound Pros
07.2017 - 01.2018
Bachelor of Arts - International Relations And Affairs
United States International University
05.2001 -