Summary
Overview
Work History
Education
Skills
References
Timeline
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Kayla Jones

Atlanta,GA

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

8
8
years of professional experience

Work History

Warehouse Associate

Amazon
Lithia Springs, Georgia
08.2022 - 07.2024
  • Received and processed incoming shipments, verifying accuracy of items against purchase orders.
  • Performed cycle counts to ensure accuracy of inventory levels.
  • Assembled customer orders from stock ensuring that the correct number and types of products were picked accurately.
  • Handled parcel preparation using efficient packing techniques
  • Operated a variety of material handling equipment including electric pallet jacks, hand-held scanners, shrink wrap machines and conveyor systems.
  • Packed and labeled merchandise to prepare for loading and shipment to customers.
  • Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.

Admissions Representative

Perdoceo Education
06.2021 - 06.2022
  • Assisted prospective students with the admissions process by providing guidance and answering questions.
  • Maintained accurate records of student applications and documents.
  • Researched best practices in admissions recruitment strategies.
  • Produced various advertising materials to increase application rates for programs
  • Handled inquiries from prospective students across multiple channels such as phone calls, emails, text messages, social media
  • Engaged in cross-departmental collaborations for admissions efforts
  • Advised students throughout admissions process and assisted with questions or concerns about completing and submitting specific forms and documents.
  • Contacted consumers from prepared list to conduct interviews to obtain information.
  • Answered inquiries from prospective students about admission requirements and procedures.
  • Directed high volume of calls about application steps and admission
  • Accesses various systems such as Interaction Center, IEX and Cisco for job performance

Benefits Enrollment Specialist

Qualfon
09.2020 - 06.2021
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Processed new policy applications and updated existing policy documents.
  • Verified accuracy of customer data entered into the system.
  • Researched relevant policy information to answer customer questions.
  • Provided quotes on various types of insurance policies.
  • Advised customers on available coverage options that best fit their individual needs.
  • Responded promptly to emails and phone calls from customers seeking assistance.
  • Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
  • Navigated computer system to look up customer information and update policies.

Dispatcher Coordinator

Answerphone of America
Marietta, Georgia
12.2019 - 09.2020
  • Resolved customer complaints in a timely manner.
  • Trained new staff on the use of dispatching software and systems.
  • Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
  • Monitored and recorded daily phone activity in log book.
  • Routed emergency calls to the appropriate department or personnel.
  • Maintained knowledge of current office events and staff members' locations for callers inquiring about them.
  • Operated multi-line telephone system to answer incoming calls, determine purpose of callers, and forward calls to appropriate personnel or department.
  • Managed voicemail system including setting up new accounts, resetting passwords, deleting messages.
  • Handled confidential information with discretion and professionalism.
  • Utilized multiple computer applications such as Microsoft Office Suite to maintain records of all incoming and outgoing calls.
  • Verified caller identification before transferring calls or releasing confidential information.

Early Childhood Educator

Kids R Kids
Marietta, Georgia
04.2018 - 03.2020
  • Provided a safe and stimulating learning environment for young children.
  • Developed age-appropriate activities to encourage physical, social and intellectual development of children.
  • Observed and monitored the behavior of children in order to ensure safety and provide positive guidance.
  • Assisted with planning, preparing and serving meals according to dietary requirements.
  • Organized indoor and outdoor playtime activities to promote physical and mental development of children.
  • Encouraged creativity through art, music, dramatic play and other creative activities.
  • Maintained accurate records of each child's progress including daily observations and anecdotal notes.
  • Collaborated with parents in order to discuss their child's progress or any concerns they may have had regarding their child's development or behavior.

Customer Service Supervisor

Floor & Decor
Marietta, GA
04.2016 - 04.2018
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Education

Esthetician -

International School of Skin, Nailcare, And Massage Therapy
Atlanta, GA
10-2022

High School Diploma -

McEachern High School
Powder Springs, GA
05-2014

Some College (No Degree) -

Atlanta Metropolitan State College
Atlanta, GA

Skills

  • Order Picking
  • Product verification
  • Labeling and boxing
  • Shipping and receiving
  • Warehouse Logistics
  • Pallet building
  • Call center experience
  • Customer Service
  • Order Processing
  • Complaint Handling
  • CRM Software

References

References available upon request.

Timeline

Warehouse Associate

Amazon
08.2022 - 07.2024

Admissions Representative

Perdoceo Education
06.2021 - 06.2022

Benefits Enrollment Specialist

Qualfon
09.2020 - 06.2021

Dispatcher Coordinator

Answerphone of America
12.2019 - 09.2020

Early Childhood Educator

Kids R Kids
04.2018 - 03.2020

Customer Service Supervisor

Floor & Decor
04.2016 - 04.2018

Esthetician -

International School of Skin, Nailcare, And Massage Therapy

High School Diploma -

McEachern High School

Some College (No Degree) -

Atlanta Metropolitan State College

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Kayla Jones