Kaila Lett
Pensacola,Florida
Summary
Reliable Frontline Member Associate with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Working at my first job, Old Time Pottery, taught me the different type of problems that can occur in one day and how specifically to question them to successfully find the issue. Being efficient with the time that I have has been increased drastically since I have experienced and worked 9 months there. Broadening my work experience, transferring to Sam's Club was extremely complex at first but quickly was able to learn the information needed to help the store and customers. Building compassion and patience for everyone who seeks my help is a huge deal because it's the help they receive that keeps the business flowing. Sam's Club has given me chances to increase my team leadership by allowing me to step to the plate and become temporary team lead for the front line department. My knowledge in running front line is very efficient and works for me and co-workers. Not only am I a front line associate, I have mastered the position as curbside pickup. Moving positions throughout a company is something that helps me build my experience and knowledge. It allows me to be able to work many different roles and some day be able to train new employers. Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike. Effective experience with keeping personal files of customers information confidential and the cautions to take.
Overview
4
4
years of professional experience
Work History
Delinquency Control Counselor
Navy Federal Credit Union
Pensacola, FL
02.2024 - 08.2024
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Provided assistance for members with hardship issues.
- Provided care and support for each member's unique situation.
- Scheduled promising payment arrangements to clear delinquency.
- Work beside the member to let them know we are always here to help.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Wireless Specialist
TROC Global
Pensacola, FL
03.2023 - 10.2023
- Explained latest promotions, sales incentives and offerings to promote savings and drive sales.
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship.
- Welcomed guests and asked open-ended questions to best determine which products would meet needs.
- Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling.
- Answered guest questions and walked through features of wireless devices to resolve confusion about device features.
- Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities.
- Educated guests on policy terms, simplifying technical aspects of service contracts to increase guest comprehension and achieve greater customer satisfaction.
- Used on-site computer systems to access figures and documentation associated with available service plans.
- Detailed product features for customers to provide information for best decisions based on personal needs.
- Greeted customers to determine wants or needs.
- Answered store and merchandise questions and led customers to wanted items.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Computed purchases and received and processed cash or credit payment.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Maintained records related to sales for store management.
Work From Home Customer Service Agent
Kobie Marketing Inc.
Pensacola, FL
01.2023 - 02.2023
- Answered inbound customer calls and responded to inquiries.
- Listened to client concerns and asked questions to better understand needs.
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Worked with customers while accessing, reading and inputting information into numerous applications.
- Maintained composure and patience in dealing with aggressive customers.
- Updated information and details of calls and inquiries in customer service database for future reference.
- Delivered step-by-step instructions to clients on navigating system and explained self-service options.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Provided customers with rewards points on their accounts
- Redeemed rewards points for customers who are needing assistance
- Provided verification steps to customers before giving information on the account
- Help navigate customers around their mobile apps to redeem points
- Transferred customers to the correct agents
Customer Service Representative
Abeka Academy
Pensacola, FL
06.2022 - 11.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Improved customer service wait times to mitigate complaints.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Mentored new employees on procedures and policies to maximize team performance.
- Issued Student Grades
- Answer financial questions
- Answer academic questions
- Completed Student Enrollments
- Upheld Customer Privacy
- Help with students work
- Making sure all work in submitted
Frontline Member Associate
Sam's Club
Pensacola, FL
06.2021 - 06.2022
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Informed customers about product lines and services offered by company.
- Assisted customer relationship management by addressing service requests and assisting front-end cashier and bagger clerk.
- Consistently met service team sales targets and call handling quotas consistently.
- Educated clients on how to conduct transactions with convenient online solutions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Excelled in exceeding daily credit card application goals.
Cashier
Old Time Pottery Inc.
Pensacola, FL
10.2020 - 06.2021
- Operated cash register, collected payments, and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts, and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped with purchases, locating items and signing up for rewards programs.
- Learned roles of other departments to provide coverage and keep store operational.
- Inspected store products for damage and obtained item replacements for customers.
- Verified customer age requirement for alcohol or tobacco purchases.
- Answered customer questions, provided store information, and directed customers to designated store areas.
- Processed refunds for worn, damaged, and broken merchandise.
- Handled credit applications from customers, liaised with credit manager for approvals and account setup, and processed credit card payments.
Education
High School Diploma -
Booker T. Washington Senior High School
Pensacola, FL06.2021
Skills
- Working collaboratively
- Organization
- Customer service
- Problem resolution
- Multitasking
- Basic math
- Active listening
- People skills
- Relationship building
- Leadership
- Team management
- Troubleshooting
- Credit card payment processing
- Inbound and Outbound Calling
- Technologically savvy
- Customer relations
- Call Center Operations
- Problem-solving abilities
- Adaptive team player
- Office equipment proficiency
- High-energy attitude
- Payment processing
- Work from Home Experience
Timeline
Delinquency Control Counselor
Navy Federal Credit Union
02.2024 - 08.2024
Wireless Specialist
TROC Global
03.2023 - 10.2023
Work From Home Customer Service Agent
Kobie Marketing Inc.
01.2023 - 02.2023
Customer Service Representative
Abeka Academy
06.2022 - 11.2022
Frontline Member Associate
Sam's Club
06.2021 - 06.2022
Cashier
Old Time Pottery Inc.
10.2020 - 06.2021
High School Diploma -
Booker T. Washington Senior High School
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