Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Crafton

Springfield,TN

Summary

Adept at team collaboration and customer service, I enhanced call center operations at Direct Connect Solutions, showcasing my typing proficiency and complaint resolution skills. Trained in diverse roles from Barista to Assistant Manager, I consistently improved service delivery by leveraging my scheduling expertise and interpersonal abilities, contributing to a significant increase in customer satisfaction.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Direct Connect Solutions
Joelton, TN
08.2022 - 01.2025
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Collected deposits or payments and arranged for billing.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Greeted customers warmly when they called into the call center.
  • Managed day-to-day operations within the call center environment.

Assistant Manager

Panera Bread
Chattanooga, TN
05.2019 - 05.2022
  • Recruited and trained new employees to meet job requirements.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Maintained up-to-date knowledge of company products and services.
  • Delegated work to staff, setting priorities and goals.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Assigned work and monitored performance of project personnel.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Worked effectively in team environments to make the workplace more productive.
  • Managed inventory and supplies to ensure materials were available when needed.

Barista

Opryland Hotel
Nashville, TN
10.2015 - 01.2019
  • Washed and cleaned coffee maker, french press and espresso machine to remove mineral and hard water deposits.
  • Managed cash register and processed transactions with accuracy and integrity.
  • Maintained a clean and organized work environment, including cleaning coffee machines, countertops, and seating areas.
  • Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
  • Adhered to health department regulations concerning sanitation standards.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Managed morning rush of customers daily with efficient, levelheaded customer service.
  • Assisted in the preparation of baked goods including muffins, cookies, scones, cakes.
  • Checked temperatures of freezers, refrigerators or heating equipment to verify proper functioning.
  • Restocked product displays based on demand and projected sales.

Crew Member

Dairy Queen
Nashville, TN
08.2012 - 05.2014
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Educated customers on menu items, product ingredients and nutritional values.
  • Talked pleasantly with customers while taking orders and promoted positive image for business.
  • Scrubbed and polished counters to remove debris and food.
  • Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
  • Maintained organized storage areas for food products, beverages and restaurant supplies.
  • Served food and beverages at take-out counters to provide fast service to waiting guests.
  • Answered phone calls promptly to provide accurate information about menu items or prices.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Adhered to health department regulations regarding food handling procedures.

Education

High School Diploma -

Father Ryan High School
Nashville, TN
05-2014

Skills

  • Scheduling
  • Account updating
  • Complaint resolution
  • Typing proficiency
  • Team collaboration
  • Call center operations
  • Money handling
  • Store maintenance
  • Inbound and outbound calling
  • Payment processing
  • Customer service

Timeline

Customer Service Representative

Direct Connect Solutions
08.2022 - 01.2025

Assistant Manager

Panera Bread
05.2019 - 05.2022

Barista

Opryland Hotel
10.2015 - 01.2019

Crew Member

Dairy Queen
08.2012 - 05.2014

High School Diploma -

Father Ryan High School

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Kayla Crafton