Kayla Lafayette
Hope,AR
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
6
6
years of professional experience
Work History
DSP
Rainbow Of Challenges
07.2024 - Current
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
Call Center Representative
Republic Services
06.2021 - 10.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Call Center Representative
TTEC
11.2019 - 04.2020
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
Education
High School Diploma -
Hope High School
Hope, AR05-2008
Skills
- Teamwork
- Teamwork and collaboration
- Fast learner
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Critical thinking
- Active listening
- Adaptability and flexibility
- Certified in CPR/AED
Timeline
DSP
Rainbow Of Challenges
07.2024 - Current
Call Center Representative
Republic Services
06.2021 - 10.2023
Call Center Representative
TTEC
11.2019 - 04.2020
High School Diploma -
Hope High School
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