Kiyana Walker
Fayetteville,NC
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Technical Support Supervisor
Kelly Connect Services
2020.07 - Current
- Run weekly team meetings to ensure our Supervisor team as a unit was excelling on a daily basis.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to technical support needs.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded promptly to incoming sales leads and requests for technical support.
Customer Service Representative
Sykes Enterprises, Incorporated
2019.08 - 2020.07
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Conduit Global - US
2018.05 - 2020.06
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
Dance Teacher
University of Greensboro NC
2015.09 - 2018.03
- Instruct students K-12 on cultural dance, movement, and dance education
- Created healthy and safe learning environment for all students by implementing class rules and promoting mutual respect and gentle discipline.
- Utilized different styles of teaching to accommodate students of all capabilities.
- Planned, prepared, and delivered lesson plans introducing students to dance techniques.
- Tailored each class to meet student needs and abilities and allow dancers to progress at comfortable pace.
Server, Cashier, and Hostess
Chipotle Mexican Grill
2015.11 - 2018.01
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Answered customers' questions, recommended items, and recorded order information.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
Bachelor of Arts - Drama And Dance Teacher Education
UNCG
Greensboro, NC05.2019
Skills
- Data Recovery
- Product Troubleshooting
- Customer Support
- Escalation management
- Network Troubleshooting
- Policy Implementation
- Staff Development
- Strategic Planning
- Complex Problem-Solving
Timeline
Technical Support Supervisor
Kelly Connect Services
2020.07 - Current
Customer Service Representative
Sykes Enterprises, Incorporated
2019.08 - 2020.07
Customer Service Representative
Conduit Global - US
2018.05 - 2020.06
Server, Cashier, and Hostess
Chipotle Mexican Grill
2015.11 - 2018.01
Dance Teacher
University of Greensboro NC
2015.09 - 2018.03
Bachelor of Arts - Drama And Dance Teacher Education
UNCG
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