Summary
Work History
Education
Skills
Timeline
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Kayli McCrary

Raleigh,NC

Summary

Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.

Work History

Customer Service Manager

The Walking Company
Raleigh, NC
05/01/17 - 03/24/20
  • Provided exceptional customer service to ensure customer satisfaction.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Created reports on customer feedback, complaints, and suggestions for management review.

CNA

The Brian Center Health and Rehabilitation
Gastonia, NC
10/01/15 - 04/11/17
  • Provided assistance with activities of daily living, including bathing, dressing and grooming.
  • Performed vital sign assessments, such as taking blood pressure and temperature.
  • Documented patient care services by charting in designated areas.
  • Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
  • Answered patient call lights promptly and responded to requests appropriately.
  • Demonstrated excellent customer service skills when interacting with patients, families and guests.
  • Assisted patients in ambulation and transfers using proper body mechanics.
  • Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
  • Ensured compliance with HIPAA regulations regarding confidentiality of information.
  • Provided emotional support to family members during difficult times.

Customer Service Cashier

Papa John's Pizza
Gastonia, NC
07/01/14 - 09/30/15
  • Greeted customers and provided friendly customer service.
  • Resolved customer complaints in a professional manner.
  • Operated cash registers to process payments for goods and services.
  • Collected credit card and cash payments to complete transactions for customer orders.
  • Assisted co-workers with tasks as needed to ensure smooth operations of the store.
  • Answered incoming phone calls from customers regarding product availability or store locations.
  • Processed credit card transactions accurately and efficiently.
  • Balanced cash drawers at the end of each shift.
  • Built loyal clientele through friendly interactions and consistent appreciation.
  • Complied with all health and safety regulations while performing job duties.

Education

Certified Nursing Assistant License -

Umanah Healthcare Institute
Gastonia, NC
10-2015

High School Diploma -

Ashbrook High School
Gastonia, NC
06-2014

Skills

  • Call Center Operations
  • Audit Support
  • Schedule Coordination
  • Account Management
  • Complaint Resolution
  • Sales Promotion
  • Workflow Management
  • Handling Escalations
  • Training and Mentoring
  • Regulatory Compliance
  • Policy Enforcement
  • Technical Support
  • Cash Handling
  • Customer Relations
  • MS Office
  • Account Updates
  • Relationship Building
  • Focused on Customer Satisfaction
  • Superior Computer Skills
  • Social Media Monitoring
  • Problem-Solving

Timeline

Customer Service Manager

The Walking Company
05/01/17 - 03/24/20

CNA

The Brian Center Health and Rehabilitation
10/01/15 - 04/11/17

Customer Service Cashier

Papa John's Pizza
07/01/14 - 09/30/15

Certified Nursing Assistant License -

Umanah Healthcare Institute

High School Diploma -

Ashbrook High School

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Kayli McCrary