Summary
Overview
Work History
Education
Skills
Work Availability
Accomplishments
Work Preference
Quote
Languages
Timeline
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Kayla Owens

Technical Customer Service Representative
Goldsboro,NC

Summary

Dynamic Customer Service Representative with a proven track record at Concentrix, excelling in conflict resolution and CRM software proficiency. Enhanced customer loyalty through empathetic support and effective issue resolution, consistently achieving top performance metrics. Known for fostering cross-functional collaboration and maintaining an optimistic mindset to drive team success and client satisfaction.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Concentrix
06.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Addressed customer account discrepancies and concerns.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative Manager

J & C Auto Dealing
03.2018 - 05.2023
  • Established strong relationships with clients, promoting trust and loyalty in our brand.
  • Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Enhanced team productivity by implementing effective training programs tailored to individual needs.
  • Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
  • Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
  • Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
  • Championed company values by modeling exceptional customer service skills both internally and externally.
  • Reduced response times to customer inquiries by optimizing staff schedules for peak hours.
  • Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
  • Pursued leads, set appointments, and brought in new customers to increase revenue.
  • Answered about 30-55 phone calls to address inquiries, answer questions and set appointments.
  • Maintained office calendar, set appointments and booked conference rooms.
  • Utilized MS Outlook to set appointments and manage office calendar.
  • Coordinated schedules and set appointments for guests and staff.
  • Set appointments and made follow-up calls.

Paraprofessional

Paradigm
02.2020 - 11.2020
  • Distributed medicine
  • Ensured the customer is in a safe environment at all times
  • Assisted with every day living (ADL)
  • Schedule appointments for the clients
  • Monitored behavior
  • Cooked and cleaned
  • Documented behavior and medicine distribution

Education

High School Diploma -

Charles B Aycock
Pikeville, NC
06-2017

Skills

  • Customer Service Expert
  • IT Support Service
  • Effective Conflict Resolution
  • CRM Software Proficiency
  • Comprehensive Product Understanding
  • Cross-Functional Collaboration
  • Accurate Data Entry
  • Issue Resolution Skills
  • Data Driven Insights
  • Strong Verbal and Written Skills
  • Proficient Time Management
  • Optimistic Mindset

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Documented and resolved 1000s of issues which led to customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Recipient of individual and departmental awards for providing stellar client service.

Work Preference

Work Type

Full TimePart Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPaid time off401k matchPaid sick leaveHealthcare benefitsPersonal development programsTeam Building / Company Retreats4-day work weekStock Options / Equity / Profit Sharing

Quote

The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb

Languages

English
Full Professional

Timeline

Customer Service Representative

Concentrix
06.2023 - Current

Paraprofessional

Paradigm
02.2020 - 11.2020

Customer Service Representative Manager

J & C Auto Dealing
03.2018 - 05.2023

High School Diploma -

Charles B Aycock

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Kayla OwensTechnical Customer Service Representative