Kia Evans
Ellenwood,USA
Summary
Dynamic professional with over 10 years of customer service and management experience, showcasing a strong track record in training, client engagement, and team supervision across various environments, including call centers and retail. Expertise in Microsoft Office enhances the ability to navigate complex service landscapes, ensuring efficient guidance and support for clients. A commitment to fostering positive relationships and enhancing customer experiences drives success in every role. Authorized to work in the US for any employer.
Overview
14
14
years of professional experience
Work History
Trainer
TTEC
10.2021 - Current
- Trained 25-40 customer service agents for remote onboarding, ensuring readiness for production environments
- Facilitated clear communication and provided guidance to new hires throughout training
- Utilized Microsoft Office and virtual platforms to deliver training materials and track progress
- Supported agents in resolving onboarding barriers and adapting to call center procedures
- USAA-Remote
Bank MSR
TTEC
03.2021 - Current
- Provided customer service support for bank members, addressing inquiries and resolving issues efficiently
- Maintained high reliability, MSAT, accuracy, and compliance in a fast-paced call center environment
- Demonstrated strong communication skills with clients and team members
- Utilized Microsoft Office tools to document and track customer interactions
- USAA-Remote
Customer Service Rep
J C PENNEY CORPORATION
Fayetteville, GA
07.2018 - 03.2021
- Assisted customers with orders, purchases, and inquiries both in person and via phone
- Managed inbound and outbound calls, resolving customer complaints and providing solutions
- Processed order forms and applications, maintaining accurate records
- Supported clients in the Hair Salon, demonstrating strong interpersonal and communication skills
Manager
ULTA COSMETICS
Fayetteville, GA
12.2011 - 05.2018
- Managed and developed a team of stylists and an esthetician, fostering a collaborative environment
- Conducted hiring, interviewing, scheduling, and appointment setting for salon operations
- Delivered in-house training on new services and products, supporting staff development
- Served as a resource for customized consultations, demonstrating strong communication and organizational skills
Education
No Degree - Business Administration
University of Phoenix
Tempe, AZSkills
- Customer service
- Microsoft Office
- Communication skills
- Data entry
- Administrative experience
- Account management
- Front desk
- Organizational skills
- Time management
- Office management
- Supervising experience
- Research
- Technical support
- Team development
- Schedule management
- New hire training
- Creative problem solving
- Public speaking
- Planning and coordination
- Training needs analysis
- Course development
- Curriculum planning
- Remote learning
Timeline
Trainer
TTEC
10.2021 - Current
Bank MSR
TTEC
03.2021 - Current
Customer Service Rep
J C PENNEY CORPORATION
07.2018 - 03.2021
Manager
ULTA COSMETICS
12.2011 - 05.2018
No Degree - Business Administration
University of Phoenix