Kayla Smith
Merrillville,IN
Summary
Dynamic Customer Experience Representative with a proven track record at Transcom Inc., excelling in technical troubleshooting and conflict resolution. Consistently achieved high customer satisfaction ratings while utilizing CRM tools to enhance service delivery. Recognized for exceptional multitasking abilities and a commitment to improving client interactions in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Customer Experience Representative
Transcom Inc.
09.2022 - Current
- Provided customer service and technical support to clients in telecommunications via phone and chat.
- Troubleshot issues related to internet, billing, and account access for high-volume call queues.
- Resolved service interruptions and guided customers through problem-solving processes.
- Maintained detailed customer records using internal CRM systems and knowledge base tools.
- Achieved high customer satisfaction ratings and first-call resolution metrics consistently.
- Adapted to evolving product updates and trained new hires on support protocols.
Customer Support Specialist
BroadPath Healthcare Solutions
08.2020 - 08.2022
- Delivered responsive customer support to healthcare plan members via inbound calls and live chat.
- Guided customers through claims, billing inquiries, and benefits explanation with a focus on HIPAA compliance.
- Documented all support interactions accurately using CRM tools and internal databases.
- Met and exceeded daily quality assurance standards including first contact resolution and customer satisfaction.
- Supported seasonal open enrollment initiatives by resolving high-volume inquiries efficiently.
- Received recognition for professionalism, patience, and empathy in handling sensitive health-related issues.
Customer Service Representative
Enova International
Chicago, USA
09.2016 - 07.2020
- Provided exceptional customer support via phone and chat for personal loans, credit lines, and other financial products.
- Resolved customer inquiries regarding loan applications, account issues, and payment processing with accuracy and empathy.
- Utilized internal systems to update customer records and document interactions in real time.
- Ensured compliance with financial regulations and company policies while maintaining customer satisfaction.
- Managed a high volume of contacts daily while consistently exceeding quality assurance and performance metrics.
- Collaborated with team leads and supervisors to identify process improvements and escalate complex cases appropriately.
Customer Relations Agent
Prime Call Services
Chicago, USA
05.2015 - 08.2016
- Answered inbound calls and assisted customers with product questions and service setup.
- Resolved billing disputes and updated account information with accuracy and professionalism.
- Documented detailed call notes in legacy CRM systems for follow-up and reporting.
- Assisted in upselling service packages based on customer usage and needs.
- Collaborated with the quality assurance team to maintain service standards.
- Provided bilingual support (if applicable) to accommodate diverse customer base.
Call Center Associate
United Virtual Communications
Gary, USA
01.2014 - 04.2015
- Handled a high volume of inbound and outbound calls in a sales-driven environment.
- Assisted clients with general inquiries, product support, and order tracking.
- Met daily call quotas and maintained quality service metrics.
- Participated in team huddles to improve call performance and reduce customer churn.
- Provided script-based and freestyle responses based on customer demeanor and issue complexity.
- Worked closely with supervisors on performance reviews and skills improvement plans.
Client Support Representative
Midwest Connect
Hammond, USA
06.2012 - 12.2013
- Responded to client support inquiries via phone and live chat for basic technical issues.
- Updated customer records and ticket history using proprietary support systems.
- Supported special projects such as seasonal campaigns and outreach efforts.
- Trained new employees in customer service protocols and escalation procedures.
- Assisted in quality assurance checks and provided feedback to improve call center workflow.
- Maintained service level agreements by reducing average handling time.
Education
Associate of Science - Early Childhood Education
University of Phoenix
Tempe, AZSkills
- Phone and chat support
- Conflict resolution
- CRM tools (Zendesk, Salesforce)
- Customer satisfaction
- Technical troubleshooting
- Remote collaboration
- Data entry and documentation
- Multitasking and time management
Timeline
Customer Experience Representative
Transcom Inc.
09.2022 - Current
Customer Support Specialist
BroadPath Healthcare Solutions
08.2020 - 08.2022
Customer Service Representative
Enova International
09.2016 - 07.2020
Customer Relations Agent
Prime Call Services
05.2015 - 08.2016
Call Center Associate
United Virtual Communications
01.2014 - 04.2015
Client Support Representative
Midwest Connect
06.2012 - 12.2013
Associate of Science - Early Childhood Education
University of Phoenix
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