Kayla Jones
Rochester,NY
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Spectrum
71 Mt Hope Avenue 14620
06.2024 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and effective communication.
- Assisted in training new team members on customer service protocols and systems.
- Managed high-volume calls, maintaining professionalism and composure during peak times.
- Implemented feedback mechanisms to enhance service quality and customer satisfaction.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
Customer Service Representative/Quality Assurance
Concentrix
Rochester, NY
02.2023 - 09.2023
- -Customer Service Representative:
- Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
- -Quality Evaluator:
- Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs.
Cashier/Customer Service
Wegmans Food Markets
Rochester, NY
11.2021 - 03.2023
- -Monitored self-checkout systems and provided help in resolving complex problems.
- -Maintained awareness of surroundings and secured cash to minimize loss potential. Redeemed coupons to discount purchases.
- -Enables customers to feel welcomed, important and appreciated by.
- -answering questions about products sold throughout the store.
- -Utilized POS system to handle customer cash and credit card transactions.
Customer Service Representative
Sutherland
Rochester, NY
03.2018 - 04.2019
- -Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- -Provided primary customer support to internal and external customers.
- -Responded to customer requests for products, services and company information.
- -Providing advice and assistance to customers, paying attention to special needs or wants.
- -Used company troubleshooting resolutions to evaluate technical problems and find appropriate solutions.
- -Answered product and service questions, suggesting other offerings to attract potential customers.
Education
High School Diploma - Business
Edison Technology Highschool
Rochester, NY08.2017
Skills
- Computer skills, Microsoft excel, Computer skills, Communication skills, Customer service, Typing, Windows, Microsoft office, Microsoft Word, Efficiency, Time Management, Multitasking skills
Timeline
Customer Service Representative
Spectrum
06.2024 - Current
Customer Service Representative/Quality Assurance
Concentrix
02.2023 - 09.2023
Cashier/Customer Service
Wegmans Food Markets
11.2021 - 03.2023
Customer Service Representative
Sutherland
03.2018 - 04.2019
High School Diploma - Business
Edison Technology Highschool