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 resources
Inbound phone call handling
Financial services support
Performance improvement
Meeting coordination
Sorting and labeling
Administrative support
Technical Support
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