KALA MITCHELL
Detroit
Summary
Experienced customer service professional with over 5 years in the industry. Dedicated to providing exceptional service and rapport. A results-driven individual with a solid track record in delivering quality work and achieving company goals. Passionate about continuous learning and professional development.
Overview
7
7
years of professional experience
Work History
Mobility Back Office/Premier Service Consultant
AT&T
Ann Arbor
03.2022 - Current
- Served as a key point of contact for agents, providing expert guidance on products and services while maintaining excellent communication throughout chat
- Documented payment details, credits and personal information on customer accounts
- Maintained accurate records of all interactions within company CRM software, ensuring seamless handovers between team members when required
- Investigated and resolved customer inquiries and complaints
- Maintained up-to-date knowledge of product and service changes
Data Analyst
Cognizant
Farmington Hills
02.2020 - 03.2022
- Researched and resolved issues regarding integrity of data flow into databases
- Analyzed customers business profiles to accurately trouble shoot any issues or updates they may need to the profile
- Identified and documented detailed business rules and use cases based on requirements analysis
- Produced monthly reports using advanced Excel spreadsheet functions
- Answered average of 30-50 calls & emails per day, addressing customer inquiries, solving problems and providing product information
Cocktail Waitress
MGM Grand
Detroit
12.2017 - 02.2020
- Served alcoholic and non-alcoholic beverages in casino environment
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales
- Maintained customer satisfaction with timely tab check-ins to assess beverage needs
Education
High School Diploma -
Samuel C. Mumford High School
Detroit, MI06.2011
Skills
- Customer Service
- Active Listening
- Problem Solving
- Effective Communication
- Multitasking
- Data Entry
- Technical Support
- Quality Metrics
- Chat Support
- Customer Data Confidentiality
- Salesforce
- CRM Software
- Outlook
- Microsoft Teams
Languages
English, Advanced
Timeline
Mobility Back Office/Premier Service Consultant
AT&T
03.2022 - Current
Data Analyst
Cognizant
02.2020 - 03.2022
Cocktail Waitress
MGM Grand
12.2017 - 02.2020
High School Diploma -
Samuel C. Mumford High School