Khayla McClendon
Hattiesburg,MS
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and efficient data entry combined with strong thinking skills. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Customer service rep.
Direct Interactions
01.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Call center Supervisor
Maximus Federal
07.2015 - 10.2019
- Use good judgement, ability to make proper decisions and proactively resolve issues and concerns for Beneficiaries and consumers
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Improved customer satisfaction by implementing new call center strategies and streamlining processes.
- Ability to work and operate under pressure, multi-task and effectively set priorities
- Escalate issues that occur to the appropriate person and assist with resolution
- Excellent listening, interpersonal and leadership skills
- Assisting in the Training Room and with the Nesting Program as a Nester/Driver
- Organize self-assignments as well as those of others, including simultaneous task, prioritize and Recognize tasks to meet standard.
Assistant Store Manager
Radio Shack
04.2010 - 02.2015
- Opened and closed store operations as a key holder
- Assisted store manager in meeting standards for customer service and quality.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Trained and managed associates in customer service and sales techniques.
- Answered questions about store policies and addressed customer concerns.
- Making sure rules and policies were properly implemented
- Ensured that employees received proper training
- Assisted with scheduling, payroll, and interviews.
Supervisor
Camp Shelby American Grill
01.2008 - 02.2010
- Open and closed store operations
- Ensured that employees received proper training
- Assisted with scheduling, payroll, and interviews
- Completed inventory of store products.
Education
Associate of Applied Science -
Pearl River Community College
Poplarville, MSIT Support Specialist - Computer Networking
Coursera
Remote 2023
High School Diploma -
Forrest County Agricultural Hi Sch
Brooklyn, MS05.2007
Skills
- Customer Service
- Accuracy and Attention to Detail
- Microsoft Excel
- Word Processing Software
- Troubleshooting
- Identifying issues and problem solving
- Fast Typing Speed
- Decision-Making Abilities
- Customer Service Orientation
- Strong Computer Skills
- Deadline-Oriented Mindset
- Efficient Data Processing
Certifications
Google IT Support Professional Certificate, 2023
Timeline
Customer service rep.
Direct Interactions
01.2023 - Current
Call center Supervisor
Maximus Federal
07.2015 - 10.2019
Assistant Store Manager
Radio Shack
04.2010 - 02.2015
Supervisor
Camp Shelby American Grill
01.2008 - 02.2010
Associate of Applied Science -
Pearl River Community College
IT Support Specialist - Computer Networking
Coursera
High School Diploma -
Forrest County Agricultural Hi Sch