Kayla Brim
Summary
Accomplished Customer Service Senior Resolution Coordinator with a proven track record at Walmart, enhancing customer satisfaction through expert resolution of complex issues. Skilled in client rapport-building and troubleshooting, I excel in fast-paced environments, demonstrating adaptability and a detail-oriented approach. Achieved significant first-call resolution rates, underscoring my commitment to excellence and effective problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Senior Resolution Coordinator
Walmart
08.2023 - Current
- Improved customer satisfaction by addressing and resolving cases in a timely and efficient manner
- Troubleshooting for sellers marketplace accounts
- Exceeded first-call resolution by actively listening to customers' concerns and addressing them thoroughly
- Answered inbound calls to greet and assist customers with various needs and questions
Customer Service Representative Supervisor
Riverway Business Services
06.2021 - 08.2023
- Company Overview: Houston, TX
- Built positive rapport and relationships for high levels of customer satisfaction
- Supervised teams with guidance, support and direction for high-quality customer care
- Addressed escalated customer complaints and implemented solutions to restore satisfaction
- Answered inbound calls to greet and assist customers with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Resolved customer issues using listening skills, professional attitude and problem-solving techniques
- Provided customers with clear understanding of charges, billing and price changes
- Monitored calls, online messages and live chat requests and verified quality of service delivered by center representatives
- Maintained positive business relationships with customers to promote return business and future sales
- Offered alternative solutions to retain customers' business and company revenue
- Analyzed and Addressed customers who used offensive behavior towards agents
Cashier Stocker
Walmart
12.2016 - 06.2021
- Company Overview: Houston, TX
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Restocked and organized merchandise in front lanes
- Addressed customer needs and made product recommendations to increase sales
- Welcomed customers and helped determine their needs
- Greeted customers entering store and responded promptly to customer needs
- Houston, TX
Customer Service Representative
Iqor
12.2014 - 10.2016
- Company Overview: Houston, TX
- Answered inbound calls to greet and assist customers with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Maintained positive business relationships with customers to promote return business and future sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Houston, TX
Education
Houston Community College
Houston, TXHigh School Diploma -
Westbury High School
Houston, TX05.2016
Skills
- Monitoring
- Active Listening
- Customer Service
- Sales and Upselling
- Troubleshooting
- Customer Retention Strategies
- Detail Orientated
- Verbal Skills
- Written Skills
- Phone Etiquette
- Email Etiquette
- Problem-solving abilities
- Adaptability
Timeline
Customer Service Senior Resolution Coordinator
Walmart
08.2023 - Current
Customer Service Representative Supervisor
Riverway Business Services
06.2021 - 08.2023
Cashier Stocker
Walmart
12.2016 - 06.2021
Customer Service Representative
Iqor
12.2014 - 10.2016
High School Diploma -
Westbury High School
Houston Community College
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