Kayla Mcmillian
Palmetto,Ga
Summary
Experienced work from home customer service representative trained in problem solving and account security. Adept in taking customer information, complaints and adhering to strict security policies. With proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues.
Overview
12
12
years of professional experience
Work History
Senior Resolution Coordinator
Walmart.com
05.2023 - Current
- Served as a subject matter expert in dispute resolution, providing guidance and training to new hires on best practices.
- Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
- Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
- Expedited issue resolution by identifying patterns and trends in customer complaints, informing proactive measures for improvement.
- Managed high volumes of cases while maintaining a strong focus on quality assurance and adherence to company policies.
- Collaborated with various departments to resolve complex cases, ensuring a seamless experience for customers.
- Continuously improved personal knowledge of industry best practices and emerging trends in dispute resolution, contributing to professional development and enhanced job performance.
- Promoted a positive work environment by fostering open communication channels among team members and encouraging collaboration towards common goals.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Collaborated closely with risk management teams to identify potential issues and address concerns promptly during account reviews.
- Developed and maintained strategic operational processes, streamlining customer experience and adding value to company.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Communicated with clients regarding account services, statements, and balances.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
Amazon.com
08.2022 - Current
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Remained open to feedback from supervisor and peers to build and improve skills set
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Updated and maintained database with accurate customer information and timely data entry
- Processed orders, returns, and exchanges in an accurate and efficient manner.
FULFILLMENT ASSOCIATE
Amazon.com
08.2018 - 09.2021
- Applied systematic processes to find easier solutions to problems
- Leveraged computer systems and other sources of technology to troubleshoot and track issues
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Scanned products with hand-held scanners to place in bar-coded shelf location
- Determined proper storage locations based on turnover and environmental factors
- Scanned and placed items into bins for pickers to take to shipping
- Trained new employees on proper safety procedures and protocols for equipment use.
CLEANER
Anchor Services Group
04.2018 - 07.2018
- Disinfected and sterilized equipment using germicides
- Washed windows, mirrors, and glass surfaces to remove residue
- Removed dirt and debris from high-traffic areas
- Thoroughly dusted and vacuumed commercial and residential buildings daily
- Interacted professionally with employees and clients.
SHIFT MANAGER
Marco's Pizza
09.2016 - 10.2017
- Trained and supervised new staff members
- Promoted customer satisfaction by addressing complaints and issuing refunds
- Performed some food preparation and service tasks, such as cooking, clearing tables and serving food and drinks when necessary
- Monitored food preparation and presentation to enforce adherence to portion sizes and quality standards
- Maintained food and equipment inventories to support business demand
- Monitored compliance with health and fire regulations to reduce risk
- Counted money and made bank deposits
- Prepared end-of-shift reports for management review and approval.
SHIFT LEADER
Mcdonald's
07.2016 - 09.2016
- Oversaw shift operations to create quality products that met company standards
- Managed store closing and opening procedures to ensure safety and security
- Coached team members, delivering candid feedback on expectations and performance
- Supervised food production and preparation, promoting consistency with established recipes and procedures
- Maintained clean and secure operating environment, driving safety and wellbeing of employees on shift
- Assisted customers with inquiries, orders and complaints in a timely manner
- Managed inventory levels and minimized loss, following company systems and guidelines
- Prepared end-of-shift reports for management review and approval.
WAREHOUSE PACKER
Inline plastics Corp
08.2015 - 07.2016
- Examined and inspected stock items for wear or defects, reporting damage to supervisors
- Disposed of damaged or defective items.
ASSISTANT MANAGER
Dunkin Donuts
05.2012 - 06.2015
- Oversaw daily financial transactions and managed cash flow to support profitability
- Assisted with new employee training and conducted performance reviews to track overall progress
- Scheduled equipment cleanings, maintenance and repairs and ordered new equipment and tools
- Resolved customer complaints and handled refunds and returns to promote satisfaction
- Coached and mentored new employees on company policies and procedures
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties
- Utilized knowledge of company products and services to make recommendations and up-sell items according to customer needs
- Tracked store inventories and replenished products according to demand
- Organized company merchandise and displays to increase brand awareness and product sales
- Coordinated employee schedules according to staff availability and processed time-off requests.
Education
HIGH SCHOOL DIPLOMA -
Faith Academy
05.2009
Skills
- Retail Sales
- Customer Service
- Order Fulfillment
- Active Listening
- Critical Thinking
- Typing Proficiency
- Call Center Operations
- Delivery Scheduling
- Customer Service Warehousing Functions
- Research
- Customer Accounts Management
- Fraud Prevention And Detection
- Fraud Research
- Complex Problem-Solving
- De-Escalation Techniques
- Conflict resolution skills
- Deductive Reasoning
- Professional ethics understanding
- Information Collection
- Problem-Solving
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Multitasking
- Excellent Communication
- Computer Skills
- Calm Under Pressure
Timeline
Senior Resolution Coordinator
Walmart.com
05.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Amazon.com
08.2022 - Current
FULFILLMENT ASSOCIATE
Amazon.com
08.2018 - 09.2021
CLEANER
Anchor Services Group
04.2018 - 07.2018
SHIFT MANAGER
Marco's Pizza
09.2016 - 10.2017
SHIFT LEADER
Mcdonald's
07.2016 - 09.2016
WAREHOUSE PACKER
Inline plastics Corp
08.2015 - 07.2016
ASSISTANT MANAGER
Dunkin Donuts
05.2012 - 06.2015
HIGH SCHOOL DIPLOMA -
Faith Academy
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