Kayla Martin
Bolingbrook,IL
Summary
Dynamic Senior Service Agent at Federal Express with a proven track record in enhancing customer satisfaction through exceptional communication and innovative problem-solving. Successfully mentored teams and implemented process improvements, leading to increased efficiency and client retention. Proficient in Microsoft Excel and dedicated to fostering a collaborative work environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Service Agent
Federal Express
Hillside, IL
10.2019 - Current
- Coordinated daily operations to ensure timely and accurate package deliveries.
- Mentored junior agents, fostering a collaborative environment for improved service quality.
- Implemented process improvements that enhanced efficiency in customer service workflows.
- Resolved complex customer inquiries, ensuring satisfaction and loyalty through effective communication.
- Developed training materials and conducted workshops aimed at improving service agent skills and knowledge.
- Introduced innovative approaches to problem-solving that led to improvements in overall team performance.
- Managed high-priority cases, ensuring prompt resolution and minimal downtime for clients.
Crew Member
McDonald’s
Downers Grove, IL
07.2017 - 09.2019
- Coordinated daily operations to ensure timely and accurate package deliveries.
- Mentored junior agents, fostering a collaborative environment for improved service quality.
- Implemented process improvements that enhanced efficiency in customer service workflows.
- Resolved complex customer inquiries, ensuring satisfaction and loyalty through effective communication.
- Developed training materials and conducted workshops aimed at improving service agent skills and knowledge.
- Introduced innovative approaches to problem-solving that led to improvements in overall team performance.
- Managed high-priority cases, ensuring prompt resolution and minimal downtime for clients.
Education
High School Diploma -
Bolingbrook High School
Bolingbrook, IL06.2019
Skills
- Exceptional communication
- Client retention strategies
- Policy adherence
- Escalation management
- Cross-functional coordination
- Problem-solving
- Customer service
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Microsoft Excel
- Data entry
- Product knowledge
- Documentation
- Shipping procedures
- Microsoft outlook
- Staff training
- Paperwork processing
- Payment processing
- Microsoft PowerPoint
Accomplishments
In 2023 I completed a part time 1500 hour barber program while working full time hours.
Certification
Barber Certificate
Timeline
Senior Service Agent
Federal Express
10.2019 - Current
Crew Member
McDonald’s
07.2017 - 09.2019
High School Diploma -
Bolingbrook High School