Kayla Mallett
Indianapolis,IN
Summary
Adept at enhancing customer experiences and resolving complex issues, I leveraged my expertise in information security and critical thinking at Navient/Mohela to significantly improve client satisfaction. Skilled in both Microsoft Excel and professional communication, I excel in environments requiring meticulous attention to detail and proactive problem-solving. My background spans diverse roles, underscoring my ability to adapt and thrive in dynamic settings.
Overview
6
6
years of professional experience
Work History
Student Loans Customer Service Representative
Navient/Mohela
Indianapolis , Indiana
07.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Helped get customers on the right payment plan to help them mentally and financially.
- Take payments and help customers get logged into their online accounts, also rest usernames and passwords.
- Verify all the information is correct on the customers account.
- Provide the correct phone numbers or sources the customer should reach out to.
- Provided customers with updates regarding their student loans.
Travel Guide Customer Sales
Travel and Leisure
Indianapolis, IN
10.2023 - 06.2024
- Researched destinations to ensure accuracy of information
- Assisted customers in booking accommodations and transportation services
- Handled customer inquiries regarding travel plans via phone or email
- Developed guest relationships to achieve high level of satisfaction
- Answered questions, pointed out overlooked features and offered further details about special exhibits to educate visitors
- Took inbound and outbound calls
Server
Drake's
Indianapolis, IN
08.2022 - 01.2023
- Provided exceptional service to high volume of daily customers
- Operated POS terminals to input orders, split bills and calculate totals
- Displayed enthusiasm and knowledge about restaurant's menu and products
- Greeted customers, answered questions and recommended specials to increase profits
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems
Stower and Line Assembler
Amazon fulfillment center
Indianapolis, IN
12.2021 - 08.2022
- Used handheld scanner to sort products onto appropriate shelves daily
- Picked customer orders to sort, pack and prepare orders for shipment
- Scanned and sorted packages to stage for delivery drivers
- Placed finished products in completed box in preparation for packing and distribution
- Boxed, labeled and moved items to keep production lines moving swiftly
Host/To-Go Server
Longhorn Steakhouse
Indianapolis, IN
12.2020 - 11.2021
- Provided exceptional service to high volume of daily customers
- Operated POS terminals to input orders, split bills and calculate totals
- Displayed enthusiasm and knowledge about restaurant's menu and products
- Served food and beverages to patrons and immediately remedied issues with orders
- Satisfied customers by topping off drinks and offering condiments, napkins and other items
- Trained new employees on restaurant procedures and plating techniques
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages
Mobile Sales Associate
Best Buy
Indianapolis, IN
08.2018 - 12.2018
- Liaised between sales management and personal accounts
- Explained latest promotions, sales incentives and offerings to promote savings and drive sales
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship
- Answered guest questions and walked through features of wireless devices to resolve confusion about device features
- Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities
- Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling
Education
High School Diploma -
Ivy Tech Community College of Indiana
Indianapolis, INHigh School Diploma -
Central State University
Wilberforce, OHSkills
- Information Security
- Complaint resolution
- Inbound and Outbound Calling
- Account updating
- Credit adjustments
- Documentation
- Microsoft Excel
- Call escalation
- Microsoft Outlook
- Customer Education
- Customer Service
- Critical Thinking
- Research
- Professional telephone demeanor
Timeline
Student Loans Customer Service Representative
Navient/Mohela
07.2024 - Current
Travel Guide Customer Sales
Travel and Leisure
10.2023 - 06.2024
Server
Drake's
08.2022 - 01.2023
Stower and Line Assembler
Amazon fulfillment center
12.2021 - 08.2022
Host/To-Go Server
Longhorn Steakhouse
12.2020 - 11.2021
Mobile Sales Associate
Best Buy
08.2018 - 12.2018
High School Diploma -
Ivy Tech Community College of Indiana
High School Diploma -
Central State University