Kaila Bulla
Asheboro,NC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Proficient in MS Word, Excel, and PowerPoint; type 45 wpm. Versed in accurately documenting call details and committed to providing helpful answers and relevant information to retain clients.
Overview
9
9
years of professional experience
Work History
Certified Swing Manager
McDonalds
03.2021 - Current
- Managed employee performance to give guests accurate, efficient and personable service each and every time.
- Managed employee conflicts professionally, fostering a healthy work environment with open communication channels.
- Facilitated smooth transitions between shifts by thoroughly reviewing staffing plans and communicating any changes promptly to incoming managers.
- Enhanced customer satisfaction through consistently providing friendly and efficient service.
- Maintained high cleanliness standards, resulting in positive health inspections and a welcoming environment for customers.
- Trained crew members on how to perform tasks correctly.
- Motivated staff to perform at peak efficiency and quality.
- Managed daily operations, including opening/closing duties, cash handling, and monitoring employee performance.
- Oversaw daily cash handling procedures, maintaining accurate financial records and safeguarding company assets.
Inspector in Quality Assurance and Quality Control
Hughes Furniture Industries
02.2021 - 05.2021
- Adhered to safety protocols to minimize equipment damage and avoid injuries.
- Assessed materials, parts and products for conformance with quality control requirements and production specifications.
- Inspected and repaired products to meet project expectations.
- Used specialized tools to take precise measurements of various aspects of samples.
- Documented nonconformities immediately and recommended techniques for prompt resolution.
- Used tools and gauges to conduct physical and visual inspections.
- Inspected repairs and modifications made to product.
- Escalated continuous nonconformity issues to supervisor for remediation assistance.
Customer Service Representative
Alorica
07.2020 - 03.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered 30+ inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
Shift Lead
Taco Bell
05.2016 - 08.2020
- Resolved customer complaints and reported issues to senior management.
- Completed opening and closing duties to facilitate business operations.
- Upheld company standards and compliance requirements for operations and cleanliness.
- Managed and mentored up to 10 staff members.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Provided coaching and reinforced standards to foster superior performance from crew members and others throughout organization.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Supervised, motivated and led employees to maintain productivity and customer service levels.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
Machine Operator
Technimark
06.2018 - 03.2019
- Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
- Assembled finished product for shipment by packing, crating, loading and securing items.
- Inspected product on lines for conformance to predetermined quality specifications.
- Minimized waste and lag times by maintaining orderly and clean work area and equipment.
- Reported defective materials to department supervisors for immediate remediation.
- Followed safety and quality protocols, and lean processes to minimize accidents.
- Operated semi-automated printing, bindery and cutting machines.
- Processed finished product by moving through packaging machines.
- Kept machines and work areas clean to avoid jams, falls and other mishaps.
- Reported major incidents or issues to supervior.
Education
Associate of Science - Business
Wake Technical Community College
Raleigh, NC12-2025
High School Diploma -
Uwharrie Charter Academy
07.2016
Skills
- Credit card payment processing
- Quality control
- Adaptive team player
- Customer relations
- Store maintenance
- Technologically savvy
- Retail sales customer service
- Call Center Operations
- Observant nature
- Friendly, positive attitude
Timeline
Certified Swing Manager
McDonalds
03.2021 - Current
Inspector in Quality Assurance and Quality Control
Hughes Furniture Industries
02.2021 - 05.2021
Customer Service Representative
Alorica
07.2020 - 03.2021
Machine Operator
Technimark
06.2018 - 03.2019
Shift Lead
Taco Bell
05.2016 - 08.2020
Associate of Science - Business
Wake Technical Community College
High School Diploma -
Uwharrie Charter Academy
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