Summary
Overview
Work History
Education
Skills
Timeline
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Kaitlyn Maiava

Orem,UT

Summary

Customer Service Representative bringing top-notch skills in oral and written communication. Enhances customer and employee experience through active listening and dedication to analytical problem solving.

Overview

3
3
years of professional experience

Work History

Customer Support - Written Team Lead

ERC Specialists
01.2023 - Current
  • Resolved and assisted in resolving escalation needs from team
  • Managed and ensured that team is on track and hitting their metrics through support and coaching.
  • Organized and lead trainings for team
  • Participated in interviews
  • Voiced opinion on systems that are not working correctly/efficiently for team and got those resolved.
  • Regularly and timely updated upper management on my team and things that are going well/need improvement
  • Assisted in training fellow team leads and answering any questions they may have

Office Manager

ERC Specialists
03.2022 - 01.2023
  • Oversaw company supply inventory and ensured that it was restocked regularly.
  • Lead a team of 6+ people to organize a Christmas Party of over 200 people.
  • Organizing office projects in a timely manner (paint jobs, maintenance requests, furniture orders, signage, etc)
  • Kept Office Manager duties in order while maintaining another full time position. Works well under pressure

Account Specialists/Documents Preparer

ERC Specialists
11.2021 - 03.2022
  • Constructed emails to assist customer through process
  • Outbound/inbound call experience
  • Trained all new team members on my team at the time
  • Coordinating well with a team of 6+ people
  • Attentive to detail

Assistant Manager

Tropical Smoothie Cafe
01.2021 - 11.2021
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Education

High School Diploma -

Springville High School
Springville, UT
05.2020

Skills

  • Maintenance Requests
  • Corrective Actions
  • Trained in Salesforce
  • Emergency Calls
  • Customer Interaction
  • Systems Analysis
  • Reading Comprehension
  • User Experience
  • Workforce Planning

Timeline

Customer Support - Written Team Lead

ERC Specialists
01.2023 - Current

Office Manager

ERC Specialists
03.2022 - 01.2023

Account Specialists/Documents Preparer

ERC Specialists
11.2021 - 03.2022

Assistant Manager

Tropical Smoothie Cafe
01.2021 - 11.2021

High School Diploma -

Springville High School

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Kaitlyn Maiava