KAYLA NELSON
Atlanta,GA
Summary
Dedicated and results-driven professional with experience in customer service, conflict resolution, and administrative support. Skilled in managing high-volume inquiries, resolving complex issues, and streamlining office operations. Proficient in CRM systems, multitasking, and data management. Known for building positive client relationships, improving processes, and contributing to team success. Seeking to leverage my expertise to support organizational growth and deliver excellent service.
Overview
5
5
years of professional experience
Work History
Customer Resolution Specialist
Watershed Management
06.2024 - 03.2025
- Handled 50-70 calls daily regarding water and sewer issues, ensuring prompt and accurate responses.
- Dispatched emergency service teams within 5 minutes of receiving urgent water or sewer-related calls.
- Addressed 80% of billing inquiries on the first call by providing clear, detailed information to customers.
- Coordinated with 5+ departments to route service requests and ensure efficient issue resolution.
- Logged and tracked all calls in the system to maintain up-to-date records for reporting and follow-ups.
Call Center Representative
Reproductive Medicine Associates
08.2022 - 02.2024
- Resolved complex issues and ensured client satisfaction on escalated calls, achieving a 90% resolution rate.
- Efficiently navigated systems, documented calls, and addressed client inquiries simultaneously, leading to a 25% reduction in average handling time.
- Reduced call resolution time by 20% through effective communication strategies and efficient handling of customer inquiries.
- Responded promptly to customer calls and emails, addressing inquiries about products and services with a 95% customer satisfaction rating.
- Maintained up-to-date knowledge of product and service changes to provide accurate and timely assistance to customers.
Administrative Assistant
Medix Staffing Solutions
04.2020 - 07.2023
- Managed telephone inquiries effectively, providing office information, answering questions, and directing calls, achieving a 95% caller satisfaction rate.
- Directed patients to exam rooms efficiently, addressing inquiries, and ensuring readiness for physician examinations, leading to a reduction in patient wait times.
- Completed forms, reports, logs, and records promptly, maintaining accurate documentation for human resources purposes and enhancing organizational efficiency.
- Organized paperwork, including charts and reports, to meet office and patient needs, resulting in a 20% reduction in retrieval time.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience, resulting in a decrease in appointment no-show rates.
Education
High School Diploma -
John Bowne High School
Flushing, NY06-2021
Skills
- Customer Service
- Attention to detail
- Microsoft office
- Medical terminology
- Issue and complaint resolution
- Account management
- Customer relationship management
- Time management abilities
- Data Entry Accuracy
- Sales Techniques
- CRM software
- Problem-solving abilities
Timeline
Customer Resolution Specialist
Watershed Management
06.2024 - 03.2025
Call Center Representative
Reproductive Medicine Associates
08.2022 - 02.2024
Administrative Assistant
Medix Staffing Solutions
04.2020 - 07.2023
High School Diploma -
John Bowne High School
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