Kaliyah Maxwell
Edmond,OK
Summary
Detail-oriented and compassionate customer service professional with over 4 years of experience in fast-paced environments, including high-volume VA inbound call center support, administrative processing, and supervisory roles. Skilled in documentation, data entry, multi-system navigation, and conflict resolution. Demonstrated success in managing confidential information, processing inquiries with accuracy and empathy, and consistently exceeding performance metrics. Strong foundation in office administration, customer support, and team leadership. Adept at learning new systems quickly and committed to maintaining professionalism, accuracy, and integrity in all tasks.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Principle Choice Solutions
10.2024 - Current
- Provide timely, compassionate, and confidential assistance to Veterans, caregivers, and providers via a high-volume, inbound call center environment.
- Accurately document 72-hour notifications in accordance with VA policies and HIPAA regulations.
- Deliver exceptional customer service by actively listening, resolving issues efficiently, and de-escalating emotionally charged situations with empathy and professionalism.
- Maintain performance metrics related to call handling time, quality assurance, and customer satisfaction.
Library Assistant (Temp)
San Bernardino County Library
12.2023 - 04.2024
- Assisted in the cataloging of new books and materials
- Organized shelves, book displays, and other library areas according to established guidelines
- Processed interlibrary loan requests for patrons
- Performed basic computer troubleshooting and maintenance tasks
- Maintained accurate records of circulation activities including check-ins and outs and overdue items
- Assisted in maintaining a clean, safe environment by ensuring that furniture was arranged correctly and floors were free of debris
- Answered phones to respond to patron inquiries or direct calls appropriately
- Assisted in the preparation of materials for public programs such as book clubs, lectures, story times
- Processed payments from patrons for fines or fees associated with their accounts
- Operated networked and standalone PCs, photocopier, fax machine and scanner
- Assist library customers throughout the library by answering their questions effectively and resolving customer concerns
- Remain knowledgeable about library programs and activities and successfully promote information regarding programs and technology to the public.
Shift Manager
Carl's Jr
03.2021 - 03.2024
- Managed daily cash intake by counting out registers and tabulating profits
- Coached employees on interactions with customers to drive exceptional service
- Positioned skilled staff in key areas throughout shift to optimize department productivity
- Directed and led employees and team members on effective operations, methods and procedures
- Documented receipts, employee hours and inventory movement
- Coordinated shift workers for inventory receiving, auditing and restocking
- Managed schedules, accepted time off requests and maintained coverage for shifts
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Resolved customer inquiries and complaints requiring management-level escalation
- Interviewed prospective employees and provided input to HR on hiring decisions
- Conducted payroll
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Drop Team Member
Tortoise Rock Casino
03.2022 - 09.2023
- Adhered to security protocols and cash-handling for large sums of money
- Identify slot machine issues, completing basic repairs and communicating with maintenance personnel to schedule more extensive repair work
- Prepared balance sheets in accordance with gaming standards
- Accurately retrieve, sort, count, and reconcile casino's daily cash and monetary receipts
- Maintained accountability of money banks and released to assigned personnel
- Balance daily financial records by reconciling transaction summaries.
- Collaborated with surveillance and security personnel to report suspicious activity or potential thefts.
- Safeguarded assets and enforced security measures by maintaining locked drawers, properly storing fill bags and utilizing jet sorts to avoid variances.
Cashier
Carl's Jr
11.2019 - 03.2021
- Operated cash register or POS system to receive payment by cash, check and credit card
- Accepted cash and credit card payments, issued receipts and provided change
- Collected payments and provided accurate change
- Answered customer questions and provided store information
- Delivered high level of customer service to patrons using active listening and engagement skills
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Worked closely with front-end staff to assist customers
- Processed sales transactions to prevent long customer wait times.
Education
Associate of Arts - Business Administration
Copper Mountain College
Joshua Tree, CA05-2026
High School Diploma - undefined
Twentynine Palms High School
Twentynine Palms, CA06.2021
Skills
- POS System Operations
- Credit and Cash Handling
- Conflict Resolution
- Data Entry & Documentation Accuracy
- Type 40 words per minute
- Supervision and Leadership
- Analytical and Critical Thinking
- Inventory Management
- Professional Phone Etiquette
- Experience with 10-key by touch
- Microsoft Office Suite (Word, Excel, Outlook)
Timeline
Customer Service Representative
Principle Choice Solutions
10.2024 - Current
Library Assistant (Temp)
San Bernardino County Library
12.2023 - 04.2024
Drop Team Member
Tortoise Rock Casino
03.2022 - 09.2023
Shift Manager
Carl's Jr
03.2021 - 03.2024
Cashier
Carl's Jr
11.2019 - 03.2021
High School Diploma - undefined
Twentynine Palms High School
Associate of Arts - Business Administration
Copper Mountain College
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