Kaila Mundt
Hillsborough,NJ
Summary
Positive, upbeat, hard worker that brings more than 5 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
8
8
years of professional experience
Work History
AAA Dispatcher /Membership Sales Representative
AAA Roadside Assistance
10.2021 - 11.2023
- Assigned drivers to appropriate routes based on customer needs.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Addressed questions, problems or requests for service or equipment.
- Resolved customer complaints related to service issues or delays.
- Identified locations and needs of callers to accurately send assistance.
- Received and dispatched calls for emergency services.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Provided customers with information on products and services.
Customer Service Associate
Bronze Republic Tanning Salon
05.2016 - 04.2020
- Manager
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Reviewed account and service histories to identify trends and issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Processed customer account changes, using Helios (Software).
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers regarding tanning needs, addressing health concerns.
- Served needs of as many as 40+ customers per shift, including collecting payments, tracking rewards and handling customer service issues.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Trained many/all new employees in procedures and policies in order to maximize team performance.
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Answered multiple daily phone calls to resolve customer questions and issues.
Education
High School Diploma -
Hillsborough High School
Hillsborough, NJ5 2015
Skills
- MS Office proficiency
- Inbound and outbound calling
- Customer support
- Problem Resolution
- Effective communication
- Customer Service
- Employee management
- Credit card payment processing
- Technologically savvy
- Clerical support
- High-energy attitude
- Database Management
- Data Entry
- Critical Thinker
- Stress Tolerance
- Critical Thinking
- Paperwork Processing
- Workload Management
- Call Center Software
- CRM Software
Timeline
AAA Dispatcher /Membership Sales Representative
AAA Roadside Assistance
10.2021 - 11.2023
Customer Service Associate
Bronze Republic Tanning Salon
05.2016 - 04.2020
High School Diploma -
Hillsborough High School
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