Kalina Pearce
Idaho Falls,ID
Summary
Knowledgeable with robust background in managing overdue accounts and resolving payment issues. Proven track record of successfully negotiating repayment plans and reducing delinquency rates. Demonstrated ability to utilize effective communication and problem-solving skills to achieve positive outcomes.
Experienced with customer engagement and conflict resolution, essential for effective customer relations. Utilizes in-depth communication skills to understand and address customer concerns promptly. Strong understanding of fostering long-term customer loyalty and satisfaction.
Solid background in customer relations. Successfully handled high-volume interactions and resolved complex issues, ensuring customer satisfaction. Demonstrated strong communication and problem-solving skills to build and maintain positive customer relationships.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Behavior Interventionist
Aspen Mental Health
2025 - Current
- Maintained records of ongoing assessments and documentation of updates.
- Provided crisis intervention services when necessary, ensuring the safety and wellbeing of all individuals involved.
- Promoted positive behavior change through consistent reinforcement and appropriate consequences.
- Improved student behavior by developing and implementing tailored intervention plans.
Distribution Manager
Spark
07.2020 - 2024
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Project Manager
Valley View Granite
07.2016 - 2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Facilitated resolution of delinquent account issues.
Collections Agent/ Direct TV/ Shacklee
Convergys
07.2011 - 2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Support Specialist
Sundance Catalog
2008 - 2009
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
Customer Support Specialist
Delta Air Lines, Inc
2006 - 2008
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Travel Consultant
Fly for Less
2005 - 2006
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Education
Master of Arts - Forensic Psychology
Argosy University
Draper, UT12.2015
Bachelor of Science - Criminal Justice
Eagle Gate
Murray, UT08.2014
Skills
- Problem-solving skills
- Applied behavior analysis
- Collections
- Bilingual (Spanish)
- Documentation
- Team collaboration
- Patience and perseverance
- Decision-making
- Effective communication
- Active listening
- Excellent communication
Certification
Phlebotomist, CNA/HHA, CPR (Adults, infants) First Aid- (Registered Behavioral technician-RBT)
Timeline
Distribution Manager
Spark
07.2020 - 2024
Project Manager
Valley View Granite
07.2016 - 2019
Collections Agent/ Direct TV/ Shacklee
Convergys
07.2011 - 2016
Behavior Interventionist
Aspen Mental Health
2025 - Current
Customer Support Specialist
Sundance Catalog
2008 - 2009
Customer Support Specialist
Delta Air Lines, Inc
2006 - 2008
Travel Consultant
Fly for Less
2005 - 2006
Master of Arts - Forensic Psychology
Argosy University
Bachelor of Science - Criminal Justice
Eagle Gate
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