Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Brown

Glendale,AZ

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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, ad providing customized solutions to build loyalty.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Consumer Cellular
04.2022 - Current
  • Courteously handled customer inquiries and suggestions with professionalism.
  • Active listening skills utilized to handle customer concerns quickly while appropriately escalating matters to management
  • Consistently monitored call times to keep metrics low for quality purposes
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records and privacy
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Managed over 50 customer calls per day.

Customer Service Cashier

Safeway
11.2019 - 04.2022
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer service goals and exceeded customer expectations.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Kept accurate records to document customer service actions and discussions.
  • Processed cash, credit and touchless transactions to fulfill customer orders.
  • Maintained clean, safe work area in accordance with regulatory and organizational guidelines.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Completed transactions, exchanges and returns to support payment processing.
  • Participated in inventory control and loss-prevention programs to reduce shortage.
  • Supported customer service, providing informational resources regarding promotions and sales.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.

Picker & Packer

Amazon
05.2021 - 10.2021
  • Worked fast to meet assigned daily picking quotas.
  • Used RF scanners to track orders and verify accuracy.
  • Pulled orders quickly to maintain demanding productivity goals.
  • Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
  • Followed safety protocols and procedures to minimize workplace accidents.
  • Prepared orders by processing requests, pulled materials from warehouse, packed boxes, and prepared shipments.
  • Verified proper labeling and identification on all orders before shipment.
  • Scanned and verified UPC codes for all products to aid in identification.
  • Utilized voice pick technology to increase order accuracy.
  • Picked and packed order items.
  • Followed orders precisely for correct items, sizes and quantities.
  • Kept work areas neat, clean and free from debris.
  • Maintained tidy and clean work areas to promote optimal productivity and safety standards.
  • Moved cardboard, plastic ties and other debris from unboxing to trash.
  • Managed picking over 200 items an hour

Education

High School Diploma -

Westview High School
Avondale, AZ
05.2018

Skills

  • Customer Service
  • Retail Sales Customer Service
  • Call Center Operations
  • Microsoft PowerPoint
  • Grammar
  • Money Handling Abilities
  • Closing Sales
  • Typing Proficiency
  • Customer Account Management
  • Microsoft Word
  • Stocking and Replenishing
  • Performance Tracking and Evaluations
  • Training Programs
  • Work Prioritization

Timeline

Customer Service Representative

Consumer Cellular
04.2022 - Current

Picker & Packer

Amazon
05.2021 - 10.2021

Customer Service Cashier

Safeway
11.2019 - 04.2022

High School Diploma -

Westview High School

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Kayla Brown