Kayla Smith
Eastpoint,FL
Summary
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.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Manager
The Wade Companies
03.2018 - 02.2022
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Championed company values by modeling exceptional customer service skills both internally and externally.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing by creating employee schedules and monitoring call-outs.
Customer Service Representative
The Wade Companies
04.2016 - 02.2022
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Receptionist
The Wade Companies
04.2017 - 03.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
Education
Medical Billing And Coding
Ashworth College
Norcross, GA03.2023
Dental Assisting
Alabama Dental Assisting School
Phenix City, AL04.2018
Skills
- Complaint Handling
- Customer satisfaction measurement
- Scheduling and Coordinating
- Staff Monitoring
- Customer Service
- Hiring and Training
- Problem-solving abilities
- Payment Processing
Timeline
Customer Service Representative Manager
The Wade Companies
03.2018 - 02.2022
Receptionist
The Wade Companies
04.2017 - 03.2018
Customer Service Representative
The Wade Companies
04.2016 - 02.2022
Medical Billing And Coding
Ashworth College
Dental Assisting
Alabama Dental Assisting School
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