Summary
Overview
Work History
Education
Skills
ACT work keys
Timeline
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Kailya Thomas

Kailya Thomas

Opelika

Summary

Proven problem-solver and adept in workflow optimization, I enhanced customer satisfaction at Aspen Dental by streamlining appointment coordination and effectively managing changes. My experience at Disney and Verizon/Afni in building strong client relationships and utilizing CRM software demonstrates a blend of hard and soft skills critical for dynamic customer service roles.

Overview

6
6
years of professional experience

Work History

Scheduling Agent

Aspen Dental
01.2023 - 01.2025
  • Provided excellent customer service, addressing questions or concerns regarding scheduling promptly and professionally.
  • Streamlined communication between departments for improved appointment coordination and customer satisfaction.
  • Managed last-minute changes effectively, minimizing disruptions to daily operations while accommodating client needs.
  • Assisted clients in finding suitable appointment times, balancing their preferences with available resources to achieve mutual satisfaction.

Customer Service Sales Representative

Disney
08.2022 - 12.2022
  • Utilized CRM software to track customer interactions and streamline communication.
  • Handled customer inquiries to create positive interactions and build rapport.
  • Conducted follow-up calls, fostering client relationships and answering questions.
  • Improved customer satisfaction by addressing inquiries and resolving issues promptly.
  • Investigated product-related problems for quick resolution and improved customer trust.
  • Worked effectively in fast-paced environments.

Customer Service Representative

Verizon/ Afni
12.2020 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Key Holder Leader

Dollar General
10.2018 - 02.2021
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Enhanced store performance by implementing effective merchandising strategies and optimizing product displays.
  • Evaluated competitor practices to identify potential areas for improvement within our own store operations or offerings.
  • Oversaw daily store operations while maintaining a professional demeanor under pressure and adapting quickly to changing priorities as necessary.
  • Boosted customer satisfaction through exceptional service, attentive listening, and efficient problem resolution.

Education

Associate of Science - Criminal Justice

Columbia College
Columbia, MO
04-2028

Associate of Science - Criminal Justice

Columbia College
Columbia, MO
04-2024

Skills

  • Client relationship building
  • Workflow optimization
  • Remote work capabilities
  • Calendar management
  • Problem-solving

ACT work keys

This certificate certifies that I have completed all necessary tests in reading, language, math, and workplace. The ACT work keys show that I have demonstrated essential problem-solving and critical thinking skills needed for workplace success.

Timeline

Scheduling Agent

Aspen Dental
01.2023 - 01.2025

Customer Service Sales Representative

Disney
08.2022 - 12.2022

Customer Service Representative

Verizon/ Afni
12.2020 - 12.2022

Key Holder Leader

Dollar General
10.2018 - 02.2021

Associate of Science - Criminal Justice

Columbia College

Associate of Science - Criminal Justice

Columbia College

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Kailya Thomas