Kaia Ross
Phoenix,AZ
Overview
5
5
years of professional experience
Work History
Customer Experience Representative
Goettl
Phoenix, AZ
04.2023 - 04.2025
- Handle more than fifty inbound calls, and fifty outbounds a day
- Utilize ServiceTitan to set customer appointments, set tasks, assign technicians and switch between markets.
- Avid in Genesys & Five9 softwares to make calls and be able to switch between multiple tabs while on the phone
- Meet KPI goals weekly and monthly
- Pitch and sell membership on each call, upgrade or persuade customer to switch from either home warranty or current provider
Server
Manor Village
Phoenix, AZ
03.2022 - 03.2023
- Served food and beverages with focused attention to elder residents' needs
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Listened to elder residents' concerns about food and met monthly to make any menu changes
Server & Bartender
Miller's Ale House
Lancaster, PA
01.2020 - 02.2022
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Education
Associate of Arts - Business Communication
Pennsylvania State University
University Park, PA05-2023
Skills
- Call center experience
- Appointment scheduling
- Complaint handling resolution
- ServiceTitan
- Genesys
- Five9
- Leadership
- Sales
Timeline
Customer Experience Representative
Goettl
04.2023 - 04.2025
Server
Manor Village
03.2022 - 03.2023
Server & Bartender
Miller's Ale House
01.2020 - 02.2022
Associate of Arts - Business Communication
Pennsylvania State University