Kayla Soto
McAllen
Summary
Motivated Customer Service Specialist with over 5 years of experience in diverse retail and customer service settings. Skilled in high-volume call centers, cash handling, and creating exceptional guest experiences. Proficient in conflict resolution, problem-solving, and supporting customers in fast-paced environments. Known for superior communication skills, adaptability, and team collaboration.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Sykes/Sitel
11.2022 - 01.2025
- Scheduled specialty medication and placed orders for customers
- Managed outbound calls to patients, insurance companies, and doctors’ offices to gather necessary information
- Updated and maintained customer information and ensured confidentiality
- Met call center performance metrics and ensured customer satisfaction
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Conducted thorough research on customer inquiries, providing comprehensive answers that addressed all aspects of the issue at hand.
- Handled escalated issues skillfully, de-escalating situations and finding resolutions that satisfied both the customer and the company.
- Participated in training sessions regularly to stay current on company offerings and customer service best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Server
Rockwell Tap House
11.2021 - 08.2022
- Trained new staff on guest service expectations and safety protocols
- Served food and beverages promptly with focused attention to customer needs.
- Maximized table turnover rate by managing reservations and seating arrangements.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
Cashier
The Home Depot
03.2019 - 08.2021
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Developed rapport and fostered brand loyalty by offering personalized service.
Customer Service Representative
Advanced Call Centers Technology
07.2018 - 09.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Stylist
Michael Kors
06.2015 - 09.2016
- Enhanced store sales by skillfully cross-selling and upselling related products to clients based on their needs and preferences.
- Connected and engaged with customers to understand styling needs.
- Acknowledged, interacted and built relationships with clients to stimulate loyalty.
- Worked closely with store management to set and achieve individual sales targets, contributing to overall team success.
- Maintained a clean, inviting store environment conducive to shopping by regularly tidying sales floor displays and dressing rooms.
- Embraced fashion and understood market trends to articulate in client interactions.
- Assisted clients in selecting outfits for special events, ensuring they looked and felt their best.
- Exhibited exceptional product knowledge of traditional and recent trends in fashion, continuously exceeding quarterly corporate performance metrics.
- Increased client satisfaction by providing personalized styling advice and product recommendations.
Education
No Degree -
South Texas College
Weslaco, TX12.2016
High School Diploma -
The Science Academy of South Texas
Mercedes, TX06.2014
Skills
- Customer engagement
- Cash management
- Effective conflict resolution
- Innovative problem resolution
- Customer support expertise
- Multi-line phone coordination
- Client relations management
- Sales support
- Collaborative team management
- Prioritization and scheduling
- Excel proficiency
- Experienced with POS technology
- Proficient in MS Windows
- Critical thinking
- Active listening
- Customer service
- Data entry
- Call center experience
- Complaint resolution
- Payment processing
- Product knowledge
- Order processing
- Customer relationship management (CRM)
- Building rapport
- Customer education
Timeline
Customer Service Representative
Sykes/Sitel
11.2022 - 01.2025
Server
Rockwell Tap House
11.2021 - 08.2022
Cashier
The Home Depot
03.2019 - 08.2021
Customer Service Representative
Advanced Call Centers Technology
07.2018 - 09.2018
Stylist
Michael Kors
06.2015 - 09.2016
No Degree -
South Texas College
High School Diploma -
The Science Academy of South Texas
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