Kaila Hamaday
Conshohocken,PA
Summary
Cybersecurity Specialist with proficiency in online security research, planning, execution and maintenance. Skilled at training internal users on security procedures and preventive measures.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Helpdesk Supervisor
Specialty Answering Service
08.2018 - Current
- Used ticketing systems to manage and process support actions and requests.
- Completed roughly 350 tickets a month, while maintaining customer satisfaction.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of 10 employees
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Responded promptly to incoming requests for technical support via chat, email and phone.
- Scheduled and trained help desk employees.
Communications Supervisor
Insomnia Cookies
07.2015 - 05.2019
- Directed, guided, coached and mentored team of 15 agents and surpassed individual and corporate goals.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Collections Specialist
AR Logix
11.2013 - 11.2014
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained over 100 calls per day and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Education
Certification - Cybersecurity
DeVry University
Villa Park, IL07.2024
Associate of Science - Surgical Technology
Star Career Academy-Norristown
Norristown, PA07.2012
Skills
- System Migration
- End-User Support
- Case Support
- Preventative Maintenance
- Training Initiatives
- Client Satisfaction
- Problem Solving
- Teamwork and Collaboration
- Project Management
- Customer Service
Affiliations
- IEEE ( Institute of Electrical and Electronics Engineers )
Certification
- Datacom Cybersecurity experience on Forage - August 2023. Conducted research and completed risk assessment.
- PWC Cybersecurity experience on Forage - August 2023. Identified, analyzed and mitigated a malware attack. Then, completed a report.
Timeline
Helpdesk Supervisor
Specialty Answering Service
08.2018 - Current
Communications Supervisor
Insomnia Cookies
07.2015 - 05.2019
Collections Specialist
AR Logix
11.2013 - 11.2014
Certification - Cybersecurity
DeVry University
Associate of Science - Surgical Technology
Star Career Academy-Norristown
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