Kayla Westbrook
Detroit,MI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Superior Contact
01.2023 - 12.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Educated customers on company systems, form completion, and access to services.
- Approved and terminated customer contracts upon request.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Work completed from 3 different Monitors.
- Performed gracefully in Remote environment
Rental Assistant
Robert Half Legal
07.2021 - 05.2022
- Updated and maintained rental agreement files and documents.
- Answered telephones to assist customers and resolve issues.
- Explained policies and reviewed documentation to obtain signatures.
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Collected and recorded rental payments and late fees for entry into various financial reports related to forecasting, budgeting, expenditure scheduling and bill paying.
- Delivered updated and accurate information in response to guest inquiries.
- Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
- Managed rental agreements and ensured accurate documentation for smooth property transitions.
- Streamlined rental processes by implementing efficient administrative procedures.
- Collaborated with maintenance teams to address and resolve tenant issues in a timely manner.
- Maintained detailed records of rental transactions, ensuring accuracy and adherence to regulations.
- Negotiated lease renewals with existing tenants, securing long-term rentals and reducing turnover rates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Work completed from 3 different Monitors.
- Performed gracefully in Remote environment
Finance Associate
Pioneer automotive
07.2018 - 04.2020
- Posted daily journal entries to general ledger, submitting precise listings for records
- Met local, state and federal tax obligations with timely filing and tax payments
- Kept records current with daily transaction posting
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Met inbound customer needs while maintaining strict performance targets.
- Maintained regular communication with clients to discuss and manage future investment needs.
- Prepared accurate financial statements for management review, ensuring timely decision making.
- Increased efficiency in budgeting processes by automating data inputs and conducting variance analysis.
- Assisted in the successful completion of annual audits, addressing auditor inquiries and providing supporting documentation.
Education
Certificate - Pharmacy Technician
Dorsey School of Business
Southgate, MI01.2020
High School Diploma -
Old Redford Prep
Detroit, Michigan06.2018
Skills
- Excellent Communication Skills
- Active Listening
- Problem-Solving
- Empathy and Patience
- Conflict Resolution
- Customer Focus
- Time Management
- Adaptability
- Teamwork
- Computer Proficiency: Familiarity with customer service software, CRM systems, and proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) to document and track customer interactions
- Data Entry
- Quality Assurance
- Customer Support
- Inbound Phone Call Management
- Logging Call Information
Timeline
Call Center Representative
Superior Contact
01.2023 - 12.2023
Rental Assistant
Robert Half Legal
07.2021 - 05.2022
Finance Associate
Pioneer automotive
07.2018 - 04.2020
Certificate - Pharmacy Technician
Dorsey School of Business
High School Diploma -
Old Redford Prep
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