Summary
Overview
Work History
Education
Skills
Leadership
Personal References
Professional References
Timeline
Generic

Kayla Tucker

Columbus

Summary

Detail-oriented and enthusiastic Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Travel Industry practices and documentation requirements.

Overview

5
5
years of professional experience

Work History

Account Specialist II

JPMorgan Chase & Co
10.2022 - Current
  • Provide friendly, thorough, and effective customer service to all internal and external customers, remaining focused on creating a great customer experience and loyalty.
  • Resolve product or service issues by clarifying the customer's concerns, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, and expediting correction or adjustment.
  • Work a flexible schedule and attend ongoing provided training designed to help you stay informed of all airline rules and regulations, other travel industry requirements, program guidelines, as well as any office procedures that will set you up for success when assisting the customer.
  • Maintain comprehensive working knowledge of all systems such as Worldspan, Sabre, Maui, and ORXe to provide customers with a delightful travel experience by using in-depth knowledge and training to book and customize travel itineraries.
  • Attend weekly coaching sessions with your designated team lead to discuss statistics of calls while also achieving and maintaining individual monthly metrics.
  • Engage in provided cross-training that equips you to support customers and deliver personalized travel arrangements supporting customers with multiple types of reward accounts through their financial banking institution.
  • Participate fully as a team player on the call center floor to assist as needed and completing all functions related to servicing the client by offering additional products that may meet their travel needs.

COVID-19 Contact Tracer

Public Consulting Group, Inc.
11.2021 - 04.2022
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
  • Maintain/ Provide superior communication skills, including establishing rapport and effective communication skills with stakeholders from diverse cultures, races, ethnicities, and experiences, and coaching other team members of best practices.
  • Support and facilitate communication methods and processes to control the spread of COVID-19 under the direction of local health department staff.
  • Conduct personal interviews to obtain case related information, particularly for cases in high-risk settings and provide all documentation required based on State and Local protocols.
  • Monitor data entry and/or review for systems supporting local health department programs.
  • Performed record keeping by logging client information within secure contact-tracing software.
  • Provide technical and administrative support for COVID-19 services, such as responding to inbound call inquiries and making outbound calls related to COVID-19 services and information.
  • Provided educational and informational resources per the CDC guidelines regarding isolation policies and quarantine measures.

Seasonal Front Desk Associate

Planet Fitness
12.2019 - 02.2021
  • Greet members, prospective members, and guests as they enter and exit the club with a welcoming attitude and strives to provide exceptional customer service even when challenged by difficult situations.
  • Handling all front desk related responsibilities such as checking in members, answering phones and assisting callers with a variety of questions regarding information about the amenities of the gym in a friendly and timely manner.
  • Give detailed tours regarding our Judgement Free Zone policy, equipment, designated areas, and amenities we offer around the gym for new members, old members, and personal shoppers.
  • Assist in maintaining cleanliness in the restrooms, black card spa, and on the floor by ensuring all sanitation stations are filled with proper cleaning supplies and solution.
  • Connecting with members to encourage and promote the use of the Judgement Free Zone policy by providing assistance if needed and showing support during members fitness journey.
  • Perform membership related functions such as sign-ups, contact/billing information updates, cancellations, collecting unpaid balances, and transferring memberships.
  • Enforced rules and held customers accountable for not following gym regulations.

Customer Service Associate

Walgreens
06.2019 - 12.2020
  • Models a positive attitude to customers through a welcoming greeting and offering assistance with products and services.
  • Use of problem-thinking skills when dealing with challenging customers or situations.
  • Fulfills web pick-up responsibilities and provides customer service in the photo area, including digital passport photo service, poster prints, and suggestive sale of promotional photo products.
  • Assists with interior maintenance by ensuring all areas are in orderly store condition and appearance.
  • Constructs and maintains displays like promotional, seasonal, super structures, and sale merchandise in the building's interior and exterior.
  • Checks in new store products from trucking deliveries through a handheld mobile device for inventory purposes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Stocks shelves neatly with new products.
  • Registers customer purchases on assigned cash register by collecting cash and distributing change as requested.
  • Processing voids, returns, rain checks, refunds, and exchanges as needed.
  • Follows company policies and procedures and ensures compliance with state and local laws regarding regulated products such as alcoholic beverages and tobacco products by scanning compliant government issued state photo I.D.

Sales Associate

Old Navy
06.2018 - 10.2018
  • Drives sales through engagement of customers, suggestive selling, and sharing product knowledge to provide customers with a positive brand experience.
  • Assists them by providing customers with our Old Navy branded shopping bag with store coupons and educates them about deals currently in store.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Educate customers about the benefits of applying for the Old Navy rewards program.
  • Processes payments through computer or mobile handheld carrier by totaling purchases, processing checks, cash, and store credit.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Assists with weekly product inventory, including early morning shifts once a week to receive and stock merchandise clearly labeling items, and arranging according to size or color.
  • Responsible for educating customers about current or upcoming store deals and how unique our products are in comparison to our competitors.
  • Handles all phone communication with customers or other surrounding Old Navy stores for products that are not currently available at specific store location.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Ensure that all shopping carts are sanitized, and the self-sanitized station is stocked with sanitizing wipes.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Developed strong rapport with customers and created positive impression of business.

Education

High School Diploma -

Reynoldsburg High School Encore: Arts Communication & Design Academy
Reynoldsburg, OH
05.2018

Bachelor of Arts - Communication

Bowling Green State University
Bowling Green
05.2022

Skills

  • Microsoft Office (Word, PowerPoint, OneNote, Excel), SharePoint, Adobe Premiere
  • Social Media: Instagram, Twitter, Facebook, TikTok, Google
  • Document Management
  • Issue Investigation
  • Good Telephone Etiquette
  • Self-Motivated
  • Data Entry
  • Billing Resolutions

Leadership

CDance Company for the Arts

· Active Member 2014-2018

· C.O.R.E Dance 2016-2018

· Leading dance instruction to younger students and challenging their strengths and weaknesses through weekly practices.

· Providing one on one technical guidance to students who may be struggling in certain areas or routines and preparing them for upcoming shows/ recitals.

· Assist and choreograph dance routines for upcoming dance competitions and search for creative outfits that match the elements of the routine.

· A CORE dancer that sets high standards for the company. Helps dance instructors on a needed basis, challenges dancers to the best of their abilities, and encourages students to work hard to be a CORE dancer.

Elem3nt Dance Team

· Active Member 2018-2022

· Team Captain 2018-2020

· Secretary 2019-2022

· Leading daily team practices to college students, representing the team in a positive light in and out of practice.

· A well-rounded team player that encourages the team to do their best in practice and during performances. Providing one on one help for teammates who are struggling in certain routines to help prepare them for final cuts on upcoming performances.

· Works closely with and reports to President and Vice President to ensure that the team is running smoothly.

· Booking practice spaces on campus for the team and networking with different on/ off campus organizations for upcoming appearances, shows, and competitions.

· Records weekly study hall attendance and monthly term/ cumulative GPA to ensure that students are eligible for the team. Reports statistics to the President and Vice President of the organization and keeps documents safe.

Delta Sigma Theta Sorority, Inc.

· Active Member 2020-2022

· Recording Secretary 2020-2022

· Obtains, maintains, and secures all the organizations records and archives in a permanent document of records that must be forwarded to the chapter president, advisors, and regional representatives.

· Records accurate minutes of all chapter business, executive, and special meetings to send them to advisors, president, and current chapter members.

· Ensures minutes from previous executive meetings are presented to the president within two weeks following the meeting.

· Jabberwock Chair 2020-2022

· Works with the committee to generate duties and ideas for the upcoming event to be successful. Performs weekly check-ins with committees to ensure all roles and duties are being fulfilled.

· Create scholarship application for on-campus African American female students to fill out focusing on their morals, goals, roles on campus, and how the scholarship will benefit them. Assists with Vice President in the application process and picking a recipient to win the scholarship.

· Host and lead all Jabberwock auditions and practices that solely focus on model walks and poses; Helps models develop strong confidence while showcasing their runway walks while developing choreographed model walking routines.

· Vice President 2021-2022

· Assist the President in all upcoming meetings, conventions, and conferences or serves as an alternate delegate in the absence of the President; reports Grand Chapter updates back to the executive board/ active members in the chapter.

· Records Bi-weekly GPA reports from members and leads study hall sessions that are open to active members and students on campus. Evaluating each active member's GPA and helping guide them to academic success if need be.

· Works closely with the President and Leader of the Minerva Circle to plan, coordinate, and facilitate the intake process of new members for the chapter.

Personal References

Mr. Charles H. King, State of Ohio, EEO Officer/Neighbor

Address: 2123 West Gardenia Dr. Pataskala, OH 43062

Phone: (614)286-6144

Ms. Lenora Jenkins, Reynoldsburg City Council President/ Neighbor

Address: 945 Mahle Dr. Reynoldsburg, OH 43068

Phone: (614) 322-2767

Ms. Tomorrow Ivory Amos, CDance Company Dance Instructor

Address: 2896 E. 14th Ave. Columbus, OH 43219

Phone: (614) 928-8601

Ms. Rekiya Farrow

Address: 465 Memorial Dr. Apt 229 Atlanta, GA 30312

Phone: (614) 323-8454

Professional References

Mr. Scott Stanek, JPMC Team Lead

Phone: (480) 208-6214

Email: Scott.Stanek@cxloyalty.com

Ms. Erica Parish, Epsilon Omicron Undergraduate Greek Advisor

Phone: (734) 604-7036

Email: emparish@hotmail.com

Timeline

Account Specialist II

JPMorgan Chase & Co
10.2022 - Current

COVID-19 Contact Tracer

Public Consulting Group, Inc.
11.2021 - 04.2022

Seasonal Front Desk Associate

Planet Fitness
12.2019 - 02.2021

Customer Service Associate

Walgreens
06.2019 - 12.2020

Sales Associate

Old Navy
06.2018 - 10.2018

High School Diploma -

Reynoldsburg High School Encore: Arts Communication & Design Academy

Bachelor of Arts - Communication

Bowling Green State University
Kayla Tucker