Summary
Overview
Work History
Education
Skills
Timeline
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Kiara Welch

Summary

Accomplished in enhancing customer satisfaction and team performance, with a proven track record at Semper Solaris in resolving complex issues and leading customer service initiatives. Skilled in data entry and problem-solving, Excels in verbal and written communication, ensuring operational excellence and client contentment.

Overview

7
7
years of professional experience

Work History

Call Center Representative

NanMckay & Associates
09.2022 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

Behavior Interventionist

Center For Thoughtful And Lasting Change
11.2021 - 08.2022
  • Maintained records of ongoing assessments and documentation of updates.
  • Provided crisis intervention services when necessary, ensuring the safety and wellbeing of all individuals involved.
  • Promoted positive behavior change through consistent reinforcement and appropriate consequences.
  • Improved student behavior by developing and implementing tailored intervention plans.

Lead Customer Service Representative

Semper Solaris
10.2021 - 11.2021
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
  • Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.

Customer Service Representative

Semper Solaris
06.2021 - 10.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Front Desk Receptionist

Hendrick Automotive Group
12.2020 - 05.2021
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.

Personal Shopper

HEB Grocery Store
04.2020 - 11.2020
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.

Production Worker

HEB Grocery Store
08.2019 - 04.2020
  • Followed safety procedures and guidelines to maintain safe working environments.
  • Used equipment properly to avoid workplace hazards or injuries.
  • Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
  • Resolved issues quickly to maintain productivity goals.

Shift Manager

Schlotzsky's
08.2017 - 08.2019
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.

Cashier/Food Preparation Worker

Schlotzsky's
05.2017 - 07.2017
  • Greeted customers entering store and responded promptly to customer needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

Bachelor of Arts - Child Psychology

Southern New Hampshire University
Hooksett, NH
03.2025

Skills

    • Problem-solving skills
    • Customer Support
      • Data Entry
      • Verbal and written communication

Timeline

Call Center Representative

NanMckay & Associates
09.2022 - Current

Behavior Interventionist

Center For Thoughtful And Lasting Change
11.2021 - 08.2022

Lead Customer Service Representative

Semper Solaris
10.2021 - 11.2021

Customer Service Representative

Semper Solaris
06.2021 - 10.2021

Front Desk Receptionist

Hendrick Automotive Group
12.2020 - 05.2021

Personal Shopper

HEB Grocery Store
04.2020 - 11.2020

Production Worker

HEB Grocery Store
08.2019 - 04.2020

Shift Manager

Schlotzsky's
08.2017 - 08.2019

Cashier/Food Preparation Worker

Schlotzsky's
05.2017 - 07.2017

Bachelor of Arts - Child Psychology

Southern New Hampshire University

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Kiara Welch