Hi, I’m
Kaja Earle
Greenville,SC
Summary
I am a highly results-oriented individual with over 10 years of experience in customer service. I thrive in team settings and work efficiently to solve customer problems while remaining cool under pressure. The qualities I will bring to your team include: Customer Service: I have a track record of solving all types of customer issues I am faced with in an effective and professional manner. . Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
years of professional experience
Work History
So Seductive
Virtual Customer Service Agent
01.2020 - 01.2023
Job overview
- Replying to online store chats, emails on all social media account available
- Answer incoming phone calls from customers
- Tracking inventory
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
The Lesbee Spot
Virtual Social Media Manager
01.2019 - Current
Job overview
- Using social media marketing tools to create and maintain the company’s brand
- Working with marketing professionals to develop social media marketing campaigns
- Interacting with customers and other stakeholders via the company’s social media accounts
- Analyzing the company’s digital marketing plan and social media strategy and identifying strategic weaknesses and making recommendations for improvements
- Researching social media trends and informing management of changes that are relevant to the company’s marketing activities
- Setting key performance indicators (KPIs) for social media campaigns, such as targets for a certain number of shares or likes and measuring a campaign’s performance against the KPIs
- Organized, prioritized and managed multiple projects according to dedicated release schedule.
- Managed content across multiple platforms for widest audience reach.
- Developed in-depth understanding of digital and mobile marketing practices and media.
- Consulted with editors to shape story and eliminate any errors.
- Produced original, creative content for promotional advertisements and marketing materials.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Increased customer engagement through social media.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Analyzed and reported social media and online marketing campaign results.
Dopetalks
Owner/Manager
12.2017 - 01.2021
Job overview
- I created a podcast, interviewing independent artist locally that went into Artist management
- I have been managing 4 artist, helping them with marketing, promotions and selling them to record labels
- Negotiating contracts and fees
- Finding and booking events and venues that match the artist's career strategy,
- Advising on career decisions
- Publicity and promotion
- Helping them on career decisions such as which record producer to work with, or which songs to perform
- Managing media relations on their behalf
- Conducting interview and hot topics
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Created and monitored promotional approaches to increase sales and profit levels.
Global Lending Services
Mailroom Supervisor
03.2018 - 06.2021
Job overview
- Sort and Dispute incoming mail (USPS, UPS & FEDEX) o Apply correct postage for all outgoing mail using Pitney Bowes letter folding & postage machine
- Order all supplies for Pitney Bowes, USPS & UPS supplies o Check scanning & reconciling into lockbox o Scan all incoming and overnight with Excel tracking o Update & Red flag account for return mail
- Train applicants o Send legal documents and original titles to our title management vendor
- Lifting up to 30lbs package deliveries
- Managed entire mail drop-off and pickup process
- Coordinated mailroom team's workflow, delegating tasks to all employees.
- Verified proper distribution of incoming mail to correct individuals and departments.
- Identified major problems when mailroom equipment malfunctioned and contacted [Job Title] for assistance.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Weighed letters and packages and calculated costs based on classification, weight and destination.
- Updating customer Info
- Loan Administration with SAP, EXCEL & DEFY
- Rescue Agent ( Call Center)
Morley Companies, Inc
Mailroom Specialist II
08.2017 - 02.2018
Job overview
- 70+ inbound/outbound calls and processing claims
- Allstate roadside agent and communicating with customers and other call centers to set up , pickups and arranging rentals
- Dispatch towing to customers stranded on the side of the road
- Lead rep for OJT
- Average handle time 5-6 mins and calling out to tow companies and negotiating prices.
TD BANK
BANKING SPECIALIST
11.2014 - 03.2017
Job overview
- Responsible for enrolling and assisting customers with their bank accounts
- Experience with advising customers on finances
- High volume inbound call center taking 100+ calls a day
- Providing customer service and problem solving on calls
- Handle time on calls typically 5 mins
- Ending Position
- File fraud claims o Sort and Dispute incoming mail (USPS, UPS & FEDEX) o Apply correct postage for all outgoing mail o Order all supplies for Pitney Bowes, USPS & UPS supplies o Check scanning & reconciling into lockbox o Scan all incoming and overnight with Excel tracking o Update & Red flag account for return mail
- Train applicants o Send legal documents and original titles to our title management vendor
- Lifting up to 30lbs package deliveries
- Helped customers prepare documents required to complete transactions and process requests.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Identified customer desires and goals through needs-based sales tactics.
- Opened new accounts and made changes to existing accounts.
Cross County Home Services
Claims Specialist
10.2011 - 09.2014
Job overview
- File complete Insurance and Warranty claims
- Answering inbound service requests and telephone calls from customers/clients, Utilizing customer service skills to answer questions and take appropriate action relating to customer requests/inquiries
- Utilizing critical thinking skills to solve customer requests while delighting the customer, Capturing information and entering data in computer in a timely manner
- Processing customer service delivery, including service initiation and general customer service throughout the service initiation/claim process
- Documenting disposition of calls through applicable database and/or reporting, Processing customer claims and follow up as needed to ensure claims are resolved timely
- Defused volatile customer situations calmly and courteously
- Gathered and verified all required customer information for tracking purposes
- Mastery of customer service management systems and databases
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Identified chronic customer issues by creating and maintaining customer complaint log
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Dispatching technician To customers
- Ensure that all damage claims are being handled in a timely manner
- Manage the claims database including additions, deletions, and changes
- Ensure a superior level of customer service
- Resolve customer, client and contractor concerns regarding new or existing damage claims and the appeal of denied claims
- Provide support to all locations with responsibilities related to damage claims
- Assist the Executive Team in developing policies and programs to eliminate, control and reduce damage claims
- Followed up with customers on unresolved issues.
- Conducted full claim investigations and reported updates and legal actions.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
RYOBI
Claims Specialist
09.2007 - 10.2010
Job overview
- Answering inbound service requests and telephone calls from customers/clients, Utilizing customer service
- Skills to answer questions and take appropriate action relating to customer requests/inquiries
- Processing customer service delivery, including service initiation and general customer service throughout the service initiation/claim process
- Managed call center from initial start-up to full operational status
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Answered a constant flow of customer calls with up to [80] calls in queue per minute
- Testing of Battery Chargers with warranties
- Dispatch to local technician
- Ensure that all damage claims are being handled in a timely manner
- Manage the claims database including additions, deletions, and changes
- Ensure a superior level of customer service
- Resolve customer, client and contractor concerns regarding new or existing damage claims and the appeal of denied claims
- Provide support to all locations with responsibilities related to damage claim
Education
Pendleton High SchoolPendleton, SC
High School Diploma
06.2008
Skills
- Customer Service
- Multi - Line Phone
- Podcast (3 years)
- Music Therapy
- Media Relations
- Contract Negotiation
- Strategic Planning
- Public Relations
- Pricing
- Branding
- Digital Marketing
- Blogging
- Google Analytics
- Social Media Management
- Search Engine Optimization (SEO)
- WordPress
- Content Creation
- Adobe Photoshop
- Assessments
- Attention to Detail — Familiar
- September 2020
- Identifying differences in materials, following instructions, and detecting details among distracting
- Information
- Full results: Familiar
- Warehouse Associate — Expert
- Assesses the tendencies that are important for success in warehouse roles
- Full results: Expert
- Data Entry: Attention to Detail — Highly Proficient
- October 2020
- Maintaining data integrity by detecting errors
- Full results: Highly Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Additional Information
- Problem Resolution
- Dispute Resolution
- Step Instructions
- Customer Experience Management
- Multi-line phone operation proficiency Expertise in invoice and payment transactions
- Skilled in call center operations Accounting procedures consultant
- Marketing savvy Cash handling and management
- Customer service award [40] WPM typing speed
- Accounts payable specialist
- Consumer banking specialist
- Compliance, banking laws and regulations
- Staff Training
- Senior Leadership Support
- Report Creation
- Customer Service and Assistance
- Production Quotas
- Creating Accounts
- Mobile Fleet Management
- Helpdesk Services
- Hardware Components
- Computer Maintenance
- Hardware and Software Monitoring
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Virtual Customer Service Agent
So Seductive
01.2020 - 01.2023
Virtual Social Media Manager
The Lesbee Spot
01.2019 - Current
Mailroom Supervisor
Global Lending Services
03.2018 - 06.2021
Owner/Manager
Dopetalks
12.2017 - 01.2021
Mailroom Specialist II
Morley Companies, Inc
08.2017 - 02.2018
BANKING SPECIALIST
TD BANK
11.2014 - 03.2017
Claims Specialist
Cross County Home Services
10.2011 - 09.2014
Claims Specialist
RYOBI
09.2007 - 10.2010
Pendleton High School
High School Diploma
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