Kayla Dimas-Allison
San Tan Valley,AZ
Summary
Customer-focused Senior Customer Service Representative known for highly productive and efficient task completion. Skilled in conflict resolution, communication, and time management, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, fostering positive interactions and solutions to escalated customer inquiries.
Overview
11
11
years of professional experience
Work History
Sr. Customer Service Representative
Voya Financial
Remote, AZ
07.2021 - Current
- Managed incoming calls from customers while providing exceptional service.
- Assist in learning and development with new hire training.
- Lead and present Emotional Intelligence training.
- Work closely with Plan Managers and Team Leads to provide assistance on escalations, providing follow-ups with participants personally until the issue is resolved.
- Work on the Assist Line when new hires or tenured reps need help.
- 1x1 peer coaching with members of my team to provide clarification on procedures or role assistance, and I will also evaluate their stats and suggest improvement options.
- Peer Coaching/ live calls with Team Leads who are new to LCM sector.
Patient Advisor
JARS CANNABIS
Phoenix, AZ
05.2020 - 07.2021
- Consult with patients who suffer with pain management, sleep, day-to-day ailments with strand suggestions of medical marijuana.
- Answer phone calls, and memorize daily specials and pricing.
- Filling online orders.
- Running express checkout lines.
- Running POS systems.
- Multitasking and time-management skills.
- Completing delivery orders and dispatch routes.
Customer Service Representative
American Home Shield Corporation
Phoenix, AZ
08.2019 - 05.2020
- Answer calls and have active listening skills to determine the best route for helping my customers come to a resolution.
- Set up work orders and dispatch companies to complete the service tickets.
- Explain the approval or denial of the claim, and refer to the contractor that the customer can use to complete the work order.
- Maintained high monthly ratings within my team settings.
- High scoring on Quality Assurance evaluations.
Area Field Manager
Uhaul Moving And Storage
Phoenix, AZ
06.2017 - 08.2019
- Go to locations within my district and collaborate with existing store managers to either correct issues within their stores or help train the current store staff for a new, upcoming manager.
- If a store already has a manager, I would drive to their location and help fix scheduling and employee concerns.
- Advising the manager on new hires and unfortunately letting certain crew members go. Once their team is where they are comfortable, and can all work together in making that location run smoothly, I would move on to the new store.
- Setting up and making sure Hitch Bares are fully functional.
- Training new managers for a 12-week period.
Front End Supervisor
Sams Club
Surprise, AZ
09.2015 - 06.2017
- Managing a team of 15 or more associates.
- Making schedules and overseeing the front-end daily goals.
- Helping escalated customers with memberships and deals.
- Listening to the concerns and solving problems throughout the day to better please our members.
- Opening and closing cash drawers.
- Restocking products and facing displays.
- Maintaining organization on the front end for faster check-outs.
- Verifying purchases of large dollar amounts.
Pharmacy Technician
Walgreens
Surprise, AZ
05.2014 - 09.2015
- Contacting doctors' offices and insurance companies to complete approvals or denials.
- Counting and completing inventory audits.
- Filling and completing medical prescription orders.
- Running POS systems.
- Attention to detail when counting medications and checking inventory.
- Running the front counter and drive-thru window.
Education
Certification of Completion - EMT
Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZ11-2014
High School Diploma -
Paradise Honors High School
Surprise, AZ05-2014
Skills
- Escalation resolution
- Representative training
- Policy improvement
- De-escalation techniques
- Live chat support
- Call center experience
- Customer support
- Call control
- Complaint resolution
- Multitasking
- Time management
- Organization skills
- Communication skills
Affiliations
- I love to spend time outdoors. We love to camp, fish, kayak, ect. After looking at a computer all day, I need to get out and smell the fresh air!
Timeline
Sr. Customer Service Representative
Voya Financial
07.2021 - Current
Patient Advisor
JARS CANNABIS
05.2020 - 07.2021
Customer Service Representative
American Home Shield Corporation
08.2019 - 05.2020
Area Field Manager
Uhaul Moving And Storage
06.2017 - 08.2019
Front End Supervisor
Sams Club
09.2015 - 06.2017
Pharmacy Technician
Walgreens
05.2014 - 09.2015
Certification of Completion - EMT
Maricopa Community Colleges, Estrella Mountain Community College
High School Diploma -
Paradise Honors High School
Similar Profiles
Michael SmithMichael Smith
Vice President/Product Director at Voya Financial/ING/Aetna Financial ServicesVice President/Product Director at Voya Financial/ING/Aetna Financial Services
Jennifer BolesJennifer Boles
ERISA Coordinator / Regulatory Services at Voya Financial/OneAmerica FinancialERISA Coordinator / Regulatory Services at Voya Financial/OneAmerica Financial
Dianna PataneDianna Patane
Client Relationship Manager at Voya FinancialClient Relationship Manager at Voya Financial
Zachary BrownZachary Brown
HVAC-R Service Technician at The Arcticom GroupHVAC-R Service Technician at The Arcticom Group
Irving DominguezIrving Dominguez
Process Pipe QAR at AMTechnicalSolutionsProcess Pipe QAR at AMTechnicalSolutions