Kaitlyn Maiava
Provo,UT
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
years of professional experience
Work History
Escalated Finance Team
ERC Specialists
01.2024 - 06.2024
- Prepared invoices for payment by customers.
- Generated invoices according to customer requirements.
- Cleared out queue of over 1k regarding customers that had not yet received funds and needed to be contacted.
Customer Support Team Lead
ERC Specialists
02.2023 - 01.2024
- Developed and implemented strategies to improve customer service processes and procedures.
- Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.
- Managed workflow in support ticketing system; assigned tickets according to skill level and availability of resources.
- Created detailed reports for the management team on customer service activities.
- Collaborated closely with other departments to ensure successful implementation of projects and initiatives related to client experience improvement.
Tax Notice Team Member
ERC Specialists
06.2022 - 02.2023
- Reached out to customers regarding missing documents that needed to be filed with the IRS.
- Reviewed and informed customers of notices received from the IRS via email and phone call.
- Monitored email and phone support queue related to IRS notices.
Office Manager
ERC Specialists
02.2022 - 02.2023
- Ordered supplies and equipment to maintain adequate inventory levels.
- Developed and implemented office policies and procedures.
- Provided administrative support to management team including preparing reports and presentations.
- Organized and executed a corporate event with 200 attendees.
Customer Service Representative
ERC Specialists
Orem, UT
11.2021 - 02.2022
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Updated internal logs with customer support information and resolution details.
Assistant Manager
Tropical Smoothie
Springville, UT
01.2021 - 10.2021
- Resolved conflicts between team members in an effective manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Managed customer service inquiries and complaints in a timely manner.
Education
High School Diploma -
Springville High School
Springville, UT05-2020
Skills
- Account updating
- Data Entry
- Complaint resolution
- Follow-up skills
- Team Supervision
- Meeting deadlines
Timeline
Escalated Finance Team
ERC Specialists
01.2024 - 06.2024
Customer Support Team Lead
ERC Specialists
02.2023 - 01.2024
Tax Notice Team Member
ERC Specialists
06.2022 - 02.2023
Office Manager
ERC Specialists
02.2022 - 02.2023
Customer Service Representative
ERC Specialists
11.2021 - 02.2022
Assistant Manager
Tropical Smoothie
01.2021 - 10.2021
High School Diploma -
Springville High School
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