Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kayla Arevalo

Converse,TX

Summary

Developed skills in coordinating teams, managing timelines, and ensuring project deliverables in fast-paced environment. Looking to transition into new field, applying strengths in leadership and strategic planning. Capable of driving results and fostering team collaboration in diverse settings.

Overview

4
4
years of professional experience

Work History

Business Customer Service Specialist

Chase
08.2024 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Worked closely with the billing department to ensure accurate invoicing and prompt payment processing for customers.
  • Maintained detailed records of customer interactions, noting trends and areas for potential improvement.
  • Streamlined communication channels for increased efficiency in resolving business customer issues.

Project Manager

Texas Solar
02.2024 - 07.2024
  • Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Regional Project Manager

Titan Solar Power
11.2020 - 02.2024
  • Manage for Install teams for All of Texas, New Mexico, Illinois, Missouri and Louisiana
  • Developed and implemented processes to improve customer service.
  • Assisted in developing departmental budgets and monitored expenditures throughout the year.
  • Created detailed reports on regional performance trends and key areas of focus for improvement.
  • Provided coaching and mentoring support for junior staff members when needed.
  • Managed a team of customer service representatives across multiple locations in the region.
  • Monitored performance metrics such as average handle time, first call resolution rate, and customer satisfaction scores.
  • Participated actively in recruitment efforts related to hiring new customer service personnel.
  • Resolved escalated customer inquiries quickly and efficiently in order to maintain high levels of customer satisfaction.
  • Implemented proactive measures to prevent potential issues from escalating into larger problems.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Evaluated employee job performance and motivated staff to improve productivity.

Education

High School Diploma -

Karen Wagner H.S

Skills

  • Organization
  • Call center experience
  • Complaint handling
  • CRM software
  • Project management
  • Project planning and development
  • Project scheduling
  • Cost control
  • Teamwork
  • Problem-solving skills
  • Time management
  • Project tracking
  • Strategic planning

Languages

Spanish

Timeline

Business Customer Service Specialist

Chase
08.2024 - Current

Project Manager

Texas Solar
02.2024 - 07.2024

Regional Project Manager

Titan Solar Power
11.2020 - 02.2024

High School Diploma -

Karen Wagner H.S

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Kayla Arevalo