KAYLA NECHODOMU
Sheboygan,WI
Summary
Hard working, dependable leader, with over 20 year’s customer service experience. Skills which include being an active listener with strong interpersonal skills along with multi-tasking abilities and organizational skills Innovative professional in workforce training and development, known for high productivity and efficiency in task completion. Excel using communication, adaptability, and leadership to foster learning environments that promote growth. Skilled trainer with background in designing and conducting professional development programs. Strengths lie in understanding organizational training needs, creating customized curricula, and implementing effective learning strategies. Previous roles have seen significant improvements in employee performance and productivity as a direct result of tailored training initiatives.
Overview
9
9
years of professional experience
Work History
Client Assistance Center Trainer
HSA Bank, a Division of Webster Bank, N.A.
Sheboygan, WI
01.2021 - Current
- Conducted new hire training classes on HSA Bank processes and procedures for Health Savings Accounts
- Conducted multi-level Client Assistance Center classes for specific tasked agents
- Created new content for all training levels as new processes arise
- Maintained and organized current content to ensure it stayed in line with procedures
- Implemented mock calls to warrant comfortability for agents before taking live calls
- Collaborated with IT to ensure all agents would be able to take calls successfully
- Provided a hospitable and friendly environment with all agents during classes
Client Assistant Center Lead Representative
HSA Bank, a Division of Webster Bank, N.A.
Sheboygan, WI
01.2018 - 01.2021
- Conducted coaching and feedback to team members who struggled with certain processes
- Created procedures for existing and new processes and conducted communication Huddles for existing team members to ensure effective dialogue with customers
- Prepared training materials and facilitated training for new hires in a classroom setting
- Demonstrate excellent verbal and written communication skills
- Administered quizzes, tests, and activities and ensure policies and procedures are in adherence
- Gained trust from representatives by being prompt and accurate with answers provided
- Facilitated monthly team Touchpoints for my assigned representatives
- Utilized communication and problem-solving skills to effectively manage escalated calls and emails
- Handle day-to-day challenges confidently, with willingness to adjust to multiple demands and rapid change
Client Assistant Center Representative
01.2017 - 01.2018
- Facilitated Quality Monitoring Knowledge Huddles/meetings for Call Center Representatives
- Performed supervisor projects such as being an available experienced representative for new call center representatives as well as answering emails from general email inbox for members
- Demonstrated mastery of Customer Service call script within specified time frames
- Built customer loyalty by placing follow-up calls to customers who had a specific request
- Assisted Trainers with conducting classes of new hire representatives
Client Assistant Center Representative
Pride Temp Agency
Sheboygan, WI
01.2016 - 01.2017
- Multi-tasked by answering calls, typing notes, filling out forms, and sending emails
- Educated clients on the benefits of a Health Savings Account, as well as navigating the website
- Assisted insurance companies with inquiries about an account holder’s Health Savings Account
Education
Business Management - emphasis in Human Resources
Lakeland University
Plymouth, WI01.2017
Associate of Applied Science - Human Resource Administration
Lakeshore Technical College
Cleveland, WI01.2016
Skills
- Active listening skills
- Exceptional communication skills
- Detail-oriented
- Coaching
- Strong customer service skills
- Time Management
- Goal-oriented
- Planning and coordination
Timeline
Client Assistance Center Trainer
HSA Bank, a Division of Webster Bank, N.A.
01.2021 - Current
Client Assistant Center Lead Representative
HSA Bank, a Division of Webster Bank, N.A.
01.2018 - 01.2021
Client Assistant Center Representative
01.2017 - 01.2018
Client Assistant Center Representative
Pride Temp Agency
01.2016 - 01.2017
Business Management - emphasis in Human Resources
Lakeland University
Associate of Applied Science - Human Resource Administration
Lakeshore Technical College
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