Kayla Robbins

Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner. Answer the calls timely without drops/abandons.

Ascertain the reason for the call and assist the caller with their questions, concerns, or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert.

Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter when needed.

Exceptional customer service skills including effective and efficient problem solving and analyzing skills.

Professional, friendly, positive, upbeat, and calming tone of voice with ability to defuse difficult callers.

Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact.

Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques.

Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.

Available to work an 8-hour flexible shifts any day of the week, including weekend days and holidays.

Must be reliable, dependable, and on time.

Advanced ability to multitask and navigate efficiently between multiple screens and programs.

Type 35 words per minute with 80% accuracy.

Other duties as assigned.

Relay operator

Communication Services for the deaf-Lubbock, TX

September 2019 to July 2025

Facilitated real-time communication between deaf, hard of hearing, speech impaired, and hearing individuals by accurately relaying telephone conversations via TTY and voice relay services

Maintained strict adherence to FCC relay service guidelines, including confidentiality, neutrality, and accuracy in all call content.

Demonstrated exceptional typing speed (60+ WPM) and language proficiency, ensuring high levels of grammatical accuracy and rapid transcription under time-sensitive conditions.

Delivered excellent customer service in a fast paced environment, adapting to fluctuating call volumes and diverse caller needs

Utilized specialized telecommunications software and keyboard command functions with efficiency and precision.

• Facilitated customer fuel transactions, ensuring smooth and efficient service.
• Executed custodial responsibilities to ensure cleanliness and maintenance of fuel bay.
• Managed cash till operations to ensure accurate end-of-shift balancing.
• Managed inventory processes to ensure optimal stock levels.

Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner. Answer the calls timely without drops/abandons.

Ascertain the reason for the call and assist the caller with their questions, concerns, or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert.

Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter when needed.

Exceptional customer service skills including effective and efficient problem solving and analyzing skills.

Professional, friendly, positive, upbeat, and calming tone of voice with ability to defuse difficult callers.

Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact.

Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques.

Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.

Available to work an 8-hour flexible shifts any day of the week, including weekend days and holidays.

Must be reliable, dependable, and on time.

Advanced ability to multitask and navigate efficiently between multiple screens and programs.

Type 35 words per minute with 80% accuracy.

Other duties as assigned.

Secretary/dispatch

Roto Rooter-Lubbock, TX

November 2012 to June 2017

Answered all incoming calls

Dispatched technicians to clients home or business

Account Receivables

Send and receive emails and/or faxes

Filing invoices

General office duties

Served as back up when office manager wasn't available*

*duties included inputting invoices, calculating technicians pay sheets