Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Kayla Adams

Kayla Adams

Elkin,NC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.


"Smile because you don't know what someone went through before crossing your path."-K.A.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Inbound Agent & Outbound Specialist

Lowe's Home Improvement
03.2018 - 04.2019
  • Central Delivery Office (call center environment)
  • Inbound/outbound calls and written communication regarding deliveries/shipments
  • Cross-trained in CDO Specialist role doing alerts (delays on special orders, payment failures, scheduling)
  • Ability to make sales, replace orders, & add items as needed
  • Vendor communication
  • Operated as a fill-in task assigner as needed.
  • Enhanced customer satisfaction by efficiently managing inbound calls and addressing concerns with empathy and professionalism.
  • Managed high call volume periods adeptly, employing effective multitasking abilities to ensure minimal disruption in service.
  • Provided exceptional customer service, leading to numerous positive reviews from satisfied clients.
  • Developed strong rapport with clients through active listening techniques that facilitated deeper understanding of their unique concerns.
  • Maintained accurate records of all customer interactions in the company''s CRM system, ensuring seamless follow-up on unresolved issues.
  • Diffused escalated situations by remaining calm under pressure and delivering empathetic resolutions for dissatisfied customers.

Sales Associate

Walmart
12.2015 - 10.2017
  • Inbound calls/switchboard
  • Positive customer service
  • Problem-solving
  • Running fitting room
  • Organized apparel racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges. (jewelry counter)
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Helped customers locate products.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Office Manager

American Dream Auto
01.2015 - 08.2015
  • Inbound/outbound calls
  • Customer service
  • Money handling
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location
  • Ordering parts & scheduling services
  • Writing employee checks
  • Microsoft Excel
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.

Hostess

Dodge City Steakhouse
03.2011 - 02.2012
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
  • Bussing tables when needed
  • Customer service.
  • Answered customer questions about hours, seating, and menu information.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Reduced wait times for guests by effectively coordinating with other team members during peak hours.

Education

Bachelor of Science - Accounting

Western Governors University
Salt Lake City, UT
2026

Associate Degree in Accounting & Finance -

Surry Community College
Dobson, NC
05.2022

High School Diploma -

Elkin High School
Elkin, NC
01.2012

Skills

  • Microsoft Office
  • QuickBooks
  • Customer service
  • Data Entry
  • Appointment Scheduling
  • Money Handling
  • Payment Processing
  • Empathy
  • Attention to detail
  • Complaint resolution
  • CRM Navigation
  • Problem-solving skills
  • Call Center Customer Service
  • Verbal and written communication

Certification

  • PN-16.1: Business Accounting Basics - Purdue University via EDX
  • Write101x: English Grammar and Style - The University of Queensland Australia via EDX

References

  • Autumn Crabb, Former Associate, (336)-488-0778
  • Kristie Seiber, Former Department Manager, (336)-831-3955
  • Jamie Roberts, Former Manager/Owner, (336)-902-3108
  • Santana March, Fellow Graduate/now teacher, (336)-426-2626

Timeline

Inbound Agent & Outbound Specialist

Lowe's Home Improvement
03.2018 - 04.2019

Sales Associate

Walmart
12.2015 - 10.2017

Office Manager

American Dream Auto
01.2015 - 08.2015

Hostess

Dodge City Steakhouse
03.2011 - 02.2012

Bachelor of Science - Accounting

Western Governors University

Associate Degree in Accounting & Finance -

Surry Community College

High School Diploma -

Elkin High School

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Kayla Adams