Kayla Williams
Raleigh,NC
Summary
Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty.
- Dynamic individual with hands-on experience in Chat repair and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
- Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Chat Repair Lead
Spectrum
Raleigh, NC
01.2025 - Current
- Serves as the primary contact for Customer Service Chat team questions and customer escalations.
- Trained new team members by relaying information on company procedures and safety requirements.
- Provides superior service and quality experience to every customer touchpoint related to Spectrum’s connectivity services, including complex troubleshooting internet/phone or video service issues and handling basic billing inquiries (I.e., taking a payment, providing account balance, etc.) using internal tools and applications.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Developed strategic initiatives that improved team performance and collaboration.
Chat repair agent
Spectrum
Raleigh, North Carolina
10.2022 - 01.2024
- Performed diagnostics and troubleshooting on customers' equipment to identify repair needs.
- Provided technical support to customers, resolving their issues in a timely manner.
- Installed software updates and upgrades for customers' devices.
- Read and understood diagrams and schematics to accurately perform repairs.
- Followed repair processes, driving high quality and short cycle time.
Customer Service Representative (Remote)
CarMax
Raleigh, NC
01.2022 - 12.2023
- Connect with customers online and over the phone to answer questions, conduct follow-ups, and confirm appointments
- Triage incoming calls and complete administrative tasks.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Child Care Advocate
Raleigh Rescue Mission
Raleigh, North Carolina
12.2019 - 12.2022
- Answered crisis calls, provided support and education to survivors of domestic violence, and assisted clients with life skills training and case management.
- Developed and implemented effective care plans for clients based on needs and preferences.
- Provided emotional support to individuals, families, and caregivers dealing with challenging health issues.
- Assessed client's physical, mental, social, and environmental needs.
- Facilitated communication between family members regarding patient care decisions.
Lead Teacher
Temple Baptist Day School
Raleigh, NC
10.2018 - 02.2022
- Supervised children, organized mealtimes, and implemented a curriculum for learning and exploration.
- Monitored classroom instruction on a regular basis through observation, feedback, and collaboration with teachers.
- Provided support services such as tutoring or counseling for at-risk students.
- Provided individualized instruction to meet the needs of all students.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
Executive Secretary/Administrative Assistant
Comfort Inn & Suites Crabtree Valley
01.2016 - 12.2018
- Managed logistics, communication, and calendars
- Handled check-in/check-out tasks and managed reservations.
Cashier Customer Service
Golden Corral
Raleigh, NC
07.2014 - 12.2016
- Maintained cleanliness of work area throughout shift by wiping down surfaces, emptying garbage cans.
- Complied with health department regulations regarding sanitation standards when handling food items.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Provided excellent customer service to guests, ensuring they had an enjoyable experience.
Education
Child Education -
Haywood Community College
Raleigh, NCHospitality Management -
Wake Technical Community College
Raleigh, NCHigh School Diploma -
Athens Drive Magnet High School
05-2016
Skills
- Interpersonal communication
- Adaptability
- Safety Management
- Training and mentoring
- Leader ship
- Flexibility
- Collaboration talent
- Complex Problem-Solving
- Computer proficiency
- Friendly, positive attitude
Accomplishments
- Achieved GOLD by going above and beyond at my center and providing customer service accuracy and efficiency.
Certification
CPR & First Aid, 10/01/20
Additionalinformation - Activitiesandhonors
- Volunteered at The Local Food Bank in Raleigh.
- Volunteered at the Alexander Family YMCA.
- Volunteered at Farmers Market.
- Worked in the special education program at Athens Drive.
- Taken Child education courses.
Assessments
- Customer focus & orientation, Proficient, 10/01/20
- Work style: Reliability, Expert, 10/01/20
- Work style: Conscientiousness, Highly Proficient, 10/01/20
- Composing & sorting email, Proficient, 10/01/19
- Security guard skills, Proficient, 11/01/19
- Patient-focused care, Proficient, 07/01/19
- Early childhood development, Highly Proficient, 08/01/19
Awards
- Customer Service, 06/01/17, Maintained 99% positive customer service scores.
- Teacher of The Month, 05/01/20, Received Teacher of the month Award in 2020.
- Office Assistant, Managed inventory and supplies. Sourced a better vendor and saved 20%.
- Agent of the year, chat support.
Timeline
Chat Repair Lead
Spectrum
01.2025 - Current
Chat repair agent
Spectrum
10.2022 - 01.2024
Customer Service Representative (Remote)
CarMax
01.2022 - 12.2023
Child Care Advocate
Raleigh Rescue Mission
12.2019 - 12.2022
Lead Teacher
Temple Baptist Day School
10.2018 - 02.2022
Executive Secretary/Administrative Assistant
Comfort Inn & Suites Crabtree Valley
01.2016 - 12.2018
Cashier Customer Service
Golden Corral
07.2014 - 12.2016
Hospitality Management -
Wake Technical Community College
High School Diploma -
Athens Drive Magnet High School
Child Education -
Haywood Community College