Kayla Hannah
Middleburg,FL
Summary
Dedicated Contact Center Representative with expertise in customer relationship management and problem resolution. Leverage active listening and empathy to enhance customer satisfaction and foster loyalty. Maintain professionalism and composure under pressure to ensure effective and timely inquiry resolution.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
3
3
years of post-secondary education
9
9
years of professional experience
Work History
MSR II
Navy Federal Credit Union
Jacksonville, FL
02.2025 - Current
- Managed customer communications in contact center
- Processed account changes and service updates following company procedures
- Assisted customers with troubleshooting and basic issue resolution
- Escalated complex concerns to specialized support teams
- Guided new representatives in call handling and system use to enhance team readiness
- Maintained service quality while supporting daily contact center operations
- Provided technical support to customers on products or services offered by the company.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Resolved customer complaints in a professional manner.
- Followed up with customers after each interaction to ensure satisfaction.
- Developed and implemented processes for efficient handling of customer inquiries.
- Created knowledge base documents for easy reference by other team members.
- Educated customers on product features and benefits to improve their experience.
- Performed troubleshooting and problem solving for customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Shift Leader
Walgreens
Jacksonville, Florida
11.2021 - 02.2022
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Resolved customer complaints promptly and professionally.
- Monitored employee performance to uphold compliance with company policies and enhance operational integrity.
- Assisted cashiers with resolving customer complaints and inquiries.
- Scheduled team members for shifts to align workforce with business needs and optimize customer service.
- Trained new cashiers on proper use of registers and store policies.
- Assisted in training new employees on shift operations.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Resolved discrepancies between POS system and physical money amounts in drawers to ensure financial accuracy at shift end.
- Counted and balanced cash drawer at the beginning and end of shift.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Verified all transactions were accurate, signed off on documents, and recorded discrepancies.
- Performed daily deposits in accordance with bank policies and procedures.
- Managed cash transactions according to company policy. according to company policy.
- Trained new employees in policies and procedures.
Shift Leader
Dunkin' Donuts
Middleburg, FL
04.2018 - 11.2021
- Supervised and led employees to maintain productivity and customer service levels.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Monitored employee performance to ensure adherence to company policies and enhance operational efficiency.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Assisted in training new employees on shift operations.
- Maintained an organized work environment by delegating tasks to staff.
- Managed inventory by monitoring stock levels, ordering supplies, and ensuring product quality met standards for use or sale.
- Delegated tasks to employees and monitored activities and task completion.
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Analyzed sales data on a weekly basis in order to identify trends or opportunities for improvement.
- Checked orders for quality and completeness.
- Coached team members to improve productivity and minimize workplace accidents through targeted training and feedback.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Assessed reports and adjusted workflows to realign with targets.
Education
Bachelor of Arts - Information Technology Management
Florida State College At Jacksonville
Jacksonville, FL 08.2023 - 10.2026
Associate of Arts -
Florida State College At Jacksonville
Jacksonville, FLHigh School Diploma -
Oakleaf High School
Orange Park, FLSkills
- Customer Call Management
- Call Center Management
- Customer Service Management
- Training Assistance
- Staff Supervision
- Team Leadership
- Team Performance Coaching
- Problem-Solving
- Issue resolution
- Operations Support
- Sales Data Analysis
- POS System Operation
- Transaction processing
- Cash Handling
- Cash Drawer Balancing
- MS Word, Excel, and Outlook
- Microsoft Excel expertise
- Time management skills
- Organizational skills
- Inbound call management
Timeline
MSR II
Navy Federal Credit Union
02.2025 - Current
Bachelor of Arts - Information Technology Management
Florida State College At Jacksonville
08.2023 - 10.2026
Shift Leader
Walgreens
11.2021 - 02.2022
Shift Leader
Dunkin' Donuts
04.2018 - 11.2021
Associate of Arts -
Florida State College At Jacksonville
High School Diploma -
Oakleaf High School