Kaylem Hagens
Brunswick,GA
Summary
Results-driven Advanced Call Center Representative with [X] years of experience in providing exceptional customer service and support. Proficient in handling complex inquiries, resolving issues efficiently, and managing high-volume emails while maintaining a positive customer experience. Strong analytical skills and a commitment to continuous improvement.
Overview
14
14
years of professional experience
Work History
Call Center Representative
Advanced Call Center Technologies, LLC
Brunswick , GA
01.2023 - Current
- Process and resolve complex claims and inquiries for Bank of America, including handling fraudulent claims and credit card/ATM issues, while ensuring compliance with relevant regulations and guidelines
- Manage fee waivers in compliance with Regulation E, ensuring customer satisfaction and adherence to financial regulations
- Handle a high volume of calls with a focus on delivering timely and accurate solutions, including fraud investigations and credit card issues
- Collaborate with team members to identify process improvements and enhance overall customer satisfaction
- Maintain detailed records of customer interactions and resolutions in the CRM system
FedEx Delivery Driver
Route Management Associates, Inc.
Jacksonville , FL
07.2021 - 03.2022
- Delivered packages efficiently across assigned routes, ensuring timely and accurate deliveries while maintaining high customer satisfaction
- Utilized handheld scanners to track and confirm deliveries, maintaining meticulous records of daily activities
- Adhered to all Department of Transportation (DOT) regulations and safety standards to ensure a safe driving environment
- Managed the unloading and refueling of the delivery vehicle, ensuring operational readiness for daily routes
- Assisted in maintaining inventory accuracy and tracking package status to provide updates to customers
Stewarding/Banquets
Sea Palms Resort
Saint Simons Island , GA
01.2020 - 05.2020
- Assisted in the setup and breakdown of banquet events, ensuring all tables, chairs, and linens were arranged according to specifications
- Maintained cleanliness and organization of banquet areas, including dishwashing and ensuring equipment was properly stored
- Provided excellent customer service during events, assisting servers and addressing guest needs promptly
- Collaborated with kitchen staff to facilitate efficient service during high-volume events
Banquet Set-up
Sea Island Resorts
Saint Simons , GA
01.2015 - 01.2019
- Executed hands-on tasks in preparing banquet spaces for weddings, corporate meetings, and other events
- Lifted and arranged furniture, including tables and chairs, ensuring timely setups according to event requirements
- Worked in a fast-paced environment, demonstrating the ability to adapt to changing needs and priorities
Cashier (Part-time)
Food Lion
Suffolk , VA
01.2011 - 01.2013
- Processed customer transactions accurately and efficiently, handling cash, credit, and debit payments
- Provided exceptional customer service by assisting shoppers with inquiries and resolving any issues that arose
- Maintained a clean and organized checkout area, ensuring a pleasant shopping environment for customers
- Assisted with restocking shelves and maintaining inventory, contributing to overall store organization and efficiency
- Collaborated with team members to ensure smooth operations during peak hours and special promotions
Education
High School -
Nansemond River High School
Suffolk, VA01.2013
Skills
- Call Center Customer Service
- Communication
- Problem Solving
- Time Management
- Technical Proficiency
- Data Entry
- Payment Processing
- Cash Handling
References
Available upon request.
Timeline
Call Center Representative
Advanced Call Center Technologies, LLC
01.2023 - Current
FedEx Delivery Driver
Route Management Associates, Inc.
07.2021 - 03.2022
Stewarding/Banquets
Sea Palms Resort
01.2020 - 05.2020
Banquet Set-up
Sea Island Resorts
01.2015 - 01.2019
Cashier (Part-time)
Food Lion
01.2011 - 01.2013
High School -
Nansemond River High School
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