Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Persson

Kayla Persson

Mount Olive,NJ

Summary

Proven leader in customer care with a track record of enhancing customer satisfaction and retention at Telcom Contracting LLC. Skilled in database research and customer service, adept at resolving complex issues, and boosting team performance. Achieved significant improvements in process efficiency and customer loyalty through strategic problem-solving and effective communication.

Overview

16
16
years of professional experience

Work History

Customer Care Rep Manager

Telcom Contracting LLC
04.2020 - 03.2024
  • Assisted call-in customers with questions and orders.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Document organization
  • Document shredding
  • Set up appointments by phone
  • Managed & oversaw all office positions
  • Logged call information and solutions provided into internal database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.
  • Navigated multiple computer systems and applications to find information.

Administrative Assistant

Therapy Dogs International
02.2016 - 01.2018
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Opened, reviewed, and sent out mail.
  • Accepted payments and regular bank drop-offs.
  • Developed strategies to streamline and improve office procedures.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Assembled therapy dog starter packs.
  • File organization.
  • Assisted customers with any questions or concerns via telephone.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.

Signs & Labeling Manager

ShopRite
11.2007 - 02.2011
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Accomplished multiple tasks within established timeframes.
  • Adjusted merchandise prices accordingly based on sales of the week.
  • Set up displays aesthetically.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Education

Certified Medical Assist - Medical Assisting

Berkeley College
Little Falls, NJ
05.2013

High School Diploma -

Mount Olive High School
Flanders, NJ
06.2009

Skills

  • Payment Processing
  • Custom order management
  • Billing coordination
  • Appointment Scheduling
  • Trouble shooting customer's issues & concerns
  • Database Research
  • Customer Service
  • Data Entry
  • Document organization
  • Filing organization
  • Microsoft programs

Timeline

Customer Care Rep Manager

Telcom Contracting LLC
04.2020 - 03.2024

Administrative Assistant

Therapy Dogs International
02.2016 - 01.2018

Signs & Labeling Manager

ShopRite
11.2007 - 02.2011

Certified Medical Assist - Medical Assisting

Berkeley College

High School Diploma -

Mount Olive High School

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Kayla Persson