KALA MITCHELL
Farmington,MI
Summary
Experienced customer service professional with 5+ years working remotely through Microsoft Teams. A solid track record in delivering quality work and achieving company goals with a 200% attainment. Passionate about continuous learning and professional development. Motivated to maintain customer satisfaction and contribute to company success.
Overview
9
9
years of professional experience
Work History
Mobility Back Office/Premier Service Consultant
AT&T Mobility (Remote)
Ann Arbor, MI
03.2022 - Current
- Acted as primary contact for agents, delivering expert guidance on products and services while ensuring clear communication during chat interactions.
- Provided comprehensive support across multiple channels, including chat and phone, to address customer needs effectively.
- Investigated and resolved customer inquiries and complaints while building rapport.
- Applied problem-solving skills to resolve challenging situations with dissatisfied customers, fostering positive relationships.
- Maintained accurate records of all interactions within company CRM software.
- Developed strategies to increase customer loyalty and retention.
- Meeting company metrics each month with a 200% attainment.
Data Analyst Consultant
Cognizant (Remote)
Farmington Hills, MI
02.2020 - 03.2022
- Updated business intelligence tools databases, including Salesforce, to ensure data accuracy and accessibility.
- Provided technical support for existing reports & dashboards
- Cultivated relationships with external vendors and suppliers to enhance support services for analytics workflows.
- Addressed client concerns promptly while managing multiple screens.
- Responded to 30-60 calls and Google e-mails daily to resolve customer inquiries effectively.
Cocktail Waitress
MGM Grand
Detroit, MI
12.2016 - 02.2020
- Applied comprehensive knowledge of wine, liquor and beer to increase daily beverage sales
- Served alcoholic and non-alcoholic beverages in a fast-paced environment
- Used great communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Managed guest orders accurately using point-of-sale systems for efficiency.
- Processed cash payments, credit cards or other forms of payment efficiently at end of shift.
Education
High School Diploma -
Samuel C. Mumford High School
Detroit, MISkills
- 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, Google & AI
Timeline
Mobility Back Office/Premier Service Consultant
AT&T Mobility (Remote)
03.2022 - Current
Data Analyst Consultant
Cognizant (Remote)
02.2020 - 03.2022
Cocktail Waitress
MGM Grand
12.2016 - 02.2020
High School Diploma -
Samuel C. Mumford High School