Kaiya Harris-Jones
Augusta,GA
Summary
Friendly and analytical Senior Call Center Representative with 7 years of experience handling technical and non- technical customer calls in large and small call center environments. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly. Personable and professional nanny with 15+ years of experience taking care of children ranging from 6 months to 18 years old. Demanding yet playful supervisor well trained in meal preparation, housekeeping, routine setting, and in-home education. Extremely tidy with a ‘clean as you go’ mentality. Available for part-time and full-time, as well as live in or external living situations. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 7 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
8
8
years of professional experience
Work History
Clerical/Admin Office
Blackboard
02.2022 - 09.2022
- Interacted with customers by phone, email or in-person to provide information.
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
Sitel Customer Service Representative
10.2021 - 01.2022
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Accepted payments and updated accounts with latest information.
Customer Service Representative
Convergent, Inc
10.2020 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
File Clerk/Office Assistant
UNITED MEDICAL ENTERPRISES
04.2020 - 09.2020
- Run reports and prepare presentations on progress to management team
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Examined, categorized and sorted incoming documents.
- Adhered to company policies and government regulations regarding data oversight and confidentiality to promote overall information security.
- Cleaned up files regularly by removing outdated information for archival or disposal.
- Classified files based on source, type or other details.
Customer Service Representative
AUGUSTA SPORTSWEAR
01.2020 - 03.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
Customer Service Representative
Convergent, Inc
04.2019 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Collected and analyzed customer information to prepare product or service reports.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Teleperformance
05.2018 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Engaged with customers to build rapport and loyalty.
- Increased sales by offering advice on purchases and promoting additional products.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Customer Service Representative
NIIT Technologies
10.2017 - 01.2018
- Handle [how many] inbound calls per week, answering customer inquiries and resolving issues
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Teacher
Childcare Network Daycare
10.2016 - 10.2017
- Attend to the childrens' basics needs, including feeding and bathroom acommpanying
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Planned and implemented integrated lessons to meet national standards.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supported student physical, mental and social development using classroom games and activities.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Supervised learning groups of students in classroom stations.
Retail Sales Associate/Cashier
Children's Place
05.2016 - 10.2016
- Play an integral role in customer service and overall sales numbers
- Maximize positive customer service experience
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Connected with customers to support positive transaction experiences and address service concerns.
- Processed credit card and debit payments systems, providing accurate charges and credits.
- Helped customers complete purchases, locate items and join reward programs.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Answered customer questions and helped find specific items.
- Kept shelves stocked with popular items by tracking trends and requesting new orders.
Party Hostess/Cashier
Chuck E. Cheese | GA
12.2013 - 08.2014
- Built trusted relationships with residents by getting to know them on a personal level and making their comfort a priority
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
Education
National American University
Bachelor of Science -
Capella University
Minneapolis, MN 06.2022 - Current
High School Diploma -
Academy Of Richmond County High School
Augusta, GA 05.2001 -
Skills
Customer service, Microsoft office, Excel, Sales, CPR, Teaching, Human resourcesundefined
Timeline
Bachelor of Science -
Capella University
06.2022 - Current
Clerical/Admin Office
Blackboard
02.2022 - 09.2022
Sitel Customer Service Representative
10.2021 - 01.2022
Customer Service Representative
Convergent, Inc
10.2020 - 09.2021
File Clerk/Office Assistant
UNITED MEDICAL ENTERPRISES
04.2020 - 09.2020
Customer Service Representative
AUGUSTA SPORTSWEAR
01.2020 - 03.2020
Customer Service Representative
Convergent, Inc
04.2019 - 01.2020
Customer Service Representative
Teleperformance
05.2018 - 01.2019
Customer Service Representative
NIIT Technologies
10.2017 - 01.2018
Teacher
Childcare Network Daycare
10.2016 - 10.2017
Retail Sales Associate/Cashier
Children's Place
05.2016 - 10.2016
Party Hostess/Cashier
Chuck E. Cheese | GA
12.2013 - 08.2014
High School Diploma -
Academy Of Richmond County High School
05.2001 -
National American University
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