Khayla Brown
Melbourne,FL
Summary
Dedicated to delivering outstanding customer satisfaction through exceptional service and unwavering support. Expertise in implementing customer service best practices and skillfully identifying diverse solutions to meet unique customer needs. A strong advocate for building lasting relationships, fostering trust, and enhancing overall client experiences. Passionate about continuously improving processes to drive efficiency and elevate service quality.
Overview
9
9
years of professional experience
Work History
Customer Experience Specialist
Percepta LLC
04.2024 - Current
- Answer inbound client contacts from multiple channels, properly address those inquiries using our clients' resources, and create and manage complex cases through to resolution.
- Deliver and foster a premier level of service for our clients and dealerships based on trust and respect, and by developing and maintaining strong professional relationships.
- Act as the single point of contact for our clients to address sales and service inquiries and concerns.
- Made decisions using client satisfaction tools to resolve client concerns.
- Ensure the selling and/or servicing dealer provides a high-quality, timely and professional response to clients who have contacted us.
Customer Service Associate Team Leader
Winn Dixie Grocery
02.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Established rapport with repeat clients by remembering preferences or previous conversations, personalizing the service experience.
- Handled complex transactions efficiently, ensuring accuracy and timely completion of tasks.
- Responded to customer requests for products, services, and company information.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Representative
HMSHost
03.2022 - 11.2022
- Greeted all customers with a smile and friendly greeting and follows all HMSHost customer service policies and procedures
- Maintained a solid knowledge of product and services available in unit
- Demonstrated the ability to interact with the public and coworkers in a friendly, enthusiastic and outgoing manner
- Demonstrated the ability to speak, read and comprehend instructions, short correspondence and policy documents, as well as converse comfortably with customers
- Customer service and cash handling experience
Concierge/Receptionist
Grove Gardens
08.2021 - 04.2022
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
Cashier/Customer Service Representative
Milam's Market Place
04.2018 - 05.2019
- Resolved customer issues and complaints and requested assistance by calling a manager to help mediate the issue
- Provided exceptional customer service by helping customers find specific products, answering questions and offering advice
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
- Trained new team members in cash register operation, stock procedures and customer service strategies to maximize team performance and optimize customer relations
Hostess/Cashier
Duffy's Sports Grill
06.2017 - 12.2018
- Answered phones politely and promptly, accurately recording and confirming reservations
- Spotted VIP customers immediately and provided special treatment, including preferred tables
- Helped restaurant staff set up small and large events to coordinate smooth execution
- Transported all dirty glassware and utensils from dining room to dishwashing area for proper cleaning
- Backed up serving staff, food runners and bussers to keep dining room presentable and ready for incoming guests
- Explained how various menu items are prepared and described ingredients and cooking methods to customers to provide positive dining experience
- Greeted guests entering restaurant and gathered information to seat groups or place on waitlist, distributing pagers to waiting guests
Front Desk Receptionist
Lymphatic Wellness
12.2016 - 12.2017
- Coordinated front desk operations and diligently helped all in-person visitors and callers with knowledgeable assistance
- Monitored reservations to track incoming parties and special events
- Delivered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
Cashier
Coconut Grove Organic Marketplace
06.2016 - 08.2016
- Processed transactions by collecting cash, check and credit card payments
- Bagged and wrapped goods sold to customers safely and carefully to prevent damage
- Increased customer satisfaction through friendly and professional communication
- Assisted customers by answering questions about merchandise, policies and concerns
Education
High School Diploma -
Coral Gables Senior High School
Coral Gables, FL01.2018
Skills
- Cash Management
- Customer Service
- Warehouse Experience
- Call Center Inbound/Outbound Calls
- Skilled In Microsoft Office Suites
- Basic Computer Management Skills
- Telephone and Email Communication
- High-Energy Attitude
- Product Education
- Account management
Timeline
Customer Experience Specialist
Percepta LLC
04.2024 - Current
Customer Service Associate Team Leader
Winn Dixie Grocery
02.2023 - 01.2024
Customer Service Representative
HMSHost
03.2022 - 11.2022
Concierge/Receptionist
Grove Gardens
08.2021 - 04.2022
Cashier/Customer Service Representative
Milam's Market Place
04.2018 - 05.2019
Hostess/Cashier
Duffy's Sports Grill
06.2017 - 12.2018
Front Desk Receptionist
Lymphatic Wellness
12.2016 - 12.2017
Cashier
Coconut Grove Organic Marketplace
06.2016 - 08.2016
High School Diploma -
Coral Gables Senior High School