Kayla Ferguson
Covington,GA
Summary
Successful Customer service Representative with 6+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
4
4
years of professional experience
Work History
Warehouse Worker
Target Flow Center
1000 Site Pkwy Hampton Ga 30228
06.2024 - Current
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 50 pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
Customer Representative
CVSHEALTH
Remote
01.2024 - 06.2024
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Assisted customers in navigating company website features, leading to increased online sales conversions.
Customer Service Representative
Centene, Superior Health Services
Remote
11.2020 - 12.2023
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
Education
No Degree - Dental Assisting
Modern Dental Career
Lawrenceville, GA04.2023
High School Diploma -
Newton High School
Covington, GA05.2018
Skills
Sales expertise
De-escalation
Typing Speed
Quality Assurance
Data Management
Data Entry
Microsoft Excel
Computer Proficiency
Problem solving
Timeline
Warehouse Worker
Target Flow Center
06.2024 - Current
Customer Representative
CVSHEALTH
01.2024 - 06.2024
Customer Service Representative
Centene, Superior Health Services
11.2020 - 12.2023
No Degree - Dental Assisting
Modern Dental Career
High School Diploma -
Newton High School