Kayla Maletta
Homestead,PA
Summary
Proven track record in enhancing customer satisfaction and retention at Columbia Gas through exceptional problem-solving and active listening skills. Expert in de-escalation techniques and call center operations, achieving positive outcomes in high-stress situations. Demonstrated ability to prioritize safety and cleanliness in healthcare environments, significantly reducing risks and promoting a sanitary atmosphere.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Columbia Gas
Pittsburgh, PA
03.2021 - 04.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Environmental Services Housekeeper
Upmc Canterbury Place
Pittsburgh, PA
08.2019 - 03.2021
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
Enviromental Services Housekeeper
Magee Women's Hospital
Pittsburgh, PA
07.2016 - 08.2019
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
Customer Service Representative
Alorica
West Mifflin, PA
10.2014 - 07.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Science - Criminal Justice
CCAC
Pittsburgh, PA12.2022
High School Diploma -
McKeesport Area School District
McKeesport, PA06.2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Follow-up skills
- Appointment Scheduling
- De-Escalation Techniques
Timeline
Customer Service Representative
Columbia Gas
03.2021 - 04.2024
Environmental Services Housekeeper
Upmc Canterbury Place
08.2019 - 03.2021
Enviromental Services Housekeeper
Magee Women's Hospital
07.2016 - 08.2019
Customer Service Representative
Alorica
10.2014 - 07.2016
Associate of Science - Criminal Justice
CCAC
High School Diploma -
McKeesport Area School District