Kayla Russell
Dallas,TX
Summary
Dedicated technical support representative with proven skills in troubleshooting, user assistance, and customer satisfaction. Committed to enhancing service delivery through effective remote communication and team collaboration.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Alorica
2025.02 - Current
- Resolved technical issues efficiently, ensuring high customer satisfaction and retention.
- Provided troubleshooting support for software and hardware problems across various platforms.
- Collaborated with cross-functional teams to enhance service delivery processes and reduce resolution times.
- Trained new team members on troubleshooting protocols and customer interaction best practices.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Customer Service Representative
UnitedHealthcare
2023.10 - 2024.11
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and quick issue resolution.
- Collaborated with team members to streamline processes, enhancing overall service delivery effectiveness.
- Trained new staff on customer service protocols, improving onboarding efficiency and knowledge retention.
- Utilized CRM software to track customer interactions, maintaining accurate records for follow-up actions.
Registered Dental Assistant
Gentle Dentistry
2023.08 - 2023.10
- Assisted in patient preparation and comfort, ensuring smooth workflow during procedures.
- Managed sterilization of instruments, adhering to safety protocols and enhancing operational efficiency.
- Supported dentists with chairside assistance, improving procedural accuracy and patient satisfaction.
- Maintained accurate patient records in digital systems, contributing to streamlined office operations.
Dispatch Operations Manager
Best Way Trucking
2022.09 - 2023.04
- Coordinated daily dispatch operations to optimize delivery schedules and routes.
- Managed communication between drivers and clients to ensure timely service updates.
- Oversaw compliance with safety regulations and company policies during operations.
- Analyzed performance data to identify areas for process improvement and efficiency gains.
- Monitored GPS tracking systems and responded to route changes, delays, and emergencies in real time
- Developed and implemented dispatch strategies to reduce fuel costs and improve delivery performance
Sales Associate
Supreme Hair & Beauty
2019.01 - 2021.08
- Assisted customers with product selection, enhancing overall shopping experience.
- Processed transactions efficiently, ensuring accuracy in cash handling and credit sales.
- Managed high customer traffic efficiently while maintaining a positive and professional attitude
- Handled multiple transactions simultaneously with accuracy and speed
- Restocked shelves and monitored inventory levels to ensure product availability
- Supported store operations including opening/closing procedures
Education
High School Diploma -
Concorde Career College
Skills
- Data Entry Accuracy & Verification
- Technical Troubleshooting & User Support
- CRM & Ticketing Systems (Zendesk, Salesforce)
- Microsoft Excel & Google Sheets
- Remote Communication & Team Collaboration
- Time Management & Multitasking
- Customer Service & Issue Resolution
- Remote support
- Product troubleshooting
Timeline
Technical Support Representative
Alorica
2025.02 - Current
Customer Service Representative
UnitedHealthcare
2023.10 - 2024.11
Registered Dental Assistant
Gentle Dentistry
2023.08 - 2023.10
Dispatch Operations Manager
Best Way Trucking
2022.09 - 2023.04
Sales Associate
Supreme Hair & Beauty
2019.01 - 2021.08
High School Diploma -
Concorde Career College