Kairee Baza
Lawton,OK
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Concentrix
Remote
01.2026 - Current
- Developed training materials that increased staff knowledge of products and services, boosting overall team performance.
- Led initiatives aimed at increasing efficiency in call resolution, contributing to higher first-call resolution rates.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Call Center Customer Service Representative III
City National Bank and Trust
Lawton, OK
08.2024 - 01.2026
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Met performance goals and call center metrics in fast-paced performance setting.
- Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.
Restaurant Manager
Raising Canes Chicken Fingers
Lawton, OK
07.2023 - 08.2024
- Maintained a high level of customer service by addressing patron complaints promptly and professionally.
- Recruited, trained, evaluated, scheduled and supervised all restaurant personnel.
- Organized and delegated tasks to staff members, monitored performance and provided constructive feedback.
- Analyzed customer feedback and implemented strategies to improve service.
- Monitored operations and reviewed records and metrics to understand company performance.
- Cultivated positive relationships with customers through excellent hospitality services.
- Performed daily inspections of the facility to ensure cleanliness standards were met.
- Provided leadership by setting clear expectations for team members.
- Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty.
- Ensured compliance with all applicable federal, state, local laws and regulations regarding food safety, sanitation and labor practices.
- Facilitated regular meetings with staff members to discuss progress towards goals.
- Implemented cost-effective methods of inventory management.
- Developed marketing plans to increase revenue and customer loyalty.
Supervisor
Starbucks Coffee Company
Lawton, OK
02.2020 - 07.2023
- Trained new employees on company policies, procedures and work ethics.
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results.
- Encouraged collaboration among team members through positive reinforcement techniques such as praise or rewards programs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Leveraged Microsoft skills to input and compile data gathered from various sources.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Established policies for cash handling procedures to maximize security measures
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Ensured compliance with all food safety regulations and sanitation standards.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
Education
High School Diploma -
Eisenhower High School
LawtonSkills
- Conflict Resolution
- Customer service
- Critical thinking
- Operations Management
- Active listening
- Call center operations
- CRM software
- Technical troubleshooting
Certification
ServSafe Manager
Timeline
Customer Service Advisor
Concentrix
01.2026 - Current
Call Center Customer Service Representative III
City National Bank and Trust
08.2024 - 01.2026
Restaurant Manager
Raising Canes Chicken Fingers
07.2023 - 08.2024
Supervisor
Starbucks Coffee Company
02.2020 - 07.2023
High School Diploma -
Eisenhower High School