Kayla Cartwright
Tallahassee,FL
Summary
Motivated CSR AGENT/LEAD with 6 years of customer service experience in fast-paced call center environments. Excellent verbal and written communication skills and computer proficiency with proven typing speed of 90 WPM. Flexibility to work nights, weekends and holidays to offer optimal customer support.
Overview
6
6
years of professional experience
Work History
Inbound Call Center Representative
Urgently Call Center
09.2020 - Current
- Recorded customer interactions, inquiries and comments in customer service database for traceability
- Responded to customer inquiries via telephone, email and live chat to provide updated information
- Built positive relationships with customers by providing exceptional customer service
- Developed in-depth understanding of product features and services to offer comprehensive support
- Demonstrated strong problem-solving skills by resolving customer issues during first call
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- 'Managed over 50 customer calls per day.'
CSR Lead
ALROICA
06.2020 - 06.2022
- Planned schedules and workflows based on expected customer demands
- Reviewed associate performance to identify training needs
- Created and maintained detailed database to develop promotional sales
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Promptly responded to inquiries and requests from prospective customers
- Managed timely and effective replacement of damaged or missing products
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise
Sales Associate/Cashier/Customer Service
Old Navy
06.2017 - 07.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Helped customers locate products and checked store system for merchandise at other sites
- Prepared merchandise for sales floor by pricing or tagging
- Rotated stock and restocked shelves to maintain product availability and store appearance
Education
Associate's - Early Childhood Education
Tallahassee Community College
05.2023
Bachelor's degree - Hospitality Management
Tallahassee Community College
High school diploma - undefined
Homestead Senior High School
Skills
- Technical sales (3 years)
- (3 years)Logistics
- Administrative and Office Support
- Account Updating
- Needs Assessment
- Website Navigation
- Telemarketing Expertise
- Remote Chat Support
- First-Tier Technical Support
- Special Requests
- Salesforce Training
- Client Rapport-Building
- Appointment Scheduling
- Documentation
- Customer Account Management
- Performance Feedback
- Best Practices Management
- Order Management
- Investigate Claims
- Sales Report Generation
- Customer Retention Strategies
- Call Control
Timeline
Inbound Call Center Representative
Urgently Call Center
09.2020 - Current
CSR Lead
ALROICA
06.2020 - 06.2022
Sales Associate/Cashier/Customer Service
Old Navy
06.2017 - 07.2018
Associate's - Early Childhood Education
Tallahassee Community College
Bachelor's degree - Hospitality Management
Tallahassee Community College
High school diploma - undefined
Homestead Senior High School
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