Kiyanna Macey
Customer Experience Specialist
Norcross,GA
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Native Path
02.2025 - Current
- Answer high-volume inbound calls in a call center environment using a call queue system to assist customers efficiently.
- Place and manage customer orders through Shopify, ensuring accuracy and timely fulfillment.
- Track customer shipments and provide updates on delivery status, proactively resolving delays or issues.
- Handle lost or damaged shipment claims, documenting each case in a detailed internal spreadsheet for tracking and resolution.
- Log all customer interactions and service outcomes in Gorgias CRM to maintain comprehensive support records.
Field Operations Supervisor
Clean and Protect Global Solutions
06.2024 - 12.2024
- Led field operations by conducting site inspections and communicating feedback with team members improving project quality by 90%.
- Resolved bank manager complaints by actively addressing concerns ensuring high service standards.
- Supervised nightly cleaning operations through daily app usage to ensure thoroughness and conformity across assigned markets increasing app compliance from 80% to 95%.
- Ensured crews adhere to company policies and security procedures, promoting consistency and safety.
- Placed inventory orders as needed ensuring adequate supplies for operations.
Screening and Application Specialist
Cortland Properties
08.2023 - 06.2024
- Retrieved applicant information and communicated effectively while navigating multiple systems.
- Addressed inquiries and resolved issues by providing personalized customer service to prospects over the phone in a call center environment.
- Reviewed, investigated, and verified credit, criminal, and income backgrounds for all submitted applications
- Consistently met and exceeded key performance indicators, including response time, lease file accuracy, and customer satisfaction surveys.
Flight Attendant
Envoy Airlines
07.2017 - 02.2024
- Completed six weeks of extensive and challenging training to learn how to deal with medical emergencies, emergency evacuations; and security threats.
- Provided exceptional customer service by assisting passengers with boarding, directing customers to seating assignments and assisting passengers with disabilities enhancing customer satisfaction by 100%.
- Performed the role of lead flight attendant and managed crew members encouraging teamwork during each flight.
Education
Psychology
Chattahoochee Technical College
Marietta, GASkills
CRM software
Customer service
Training & Development
Time management
Timeline
Customer Experience Specialist
Native Path
02.2025 - Current
Field Operations Supervisor
Clean and Protect Global Solutions
06.2024 - 12.2024
Screening and Application Specialist
Cortland Properties
08.2023 - 06.2024
Flight Attendant
Envoy Airlines
07.2017 - 02.2024
Psychology
Chattahoochee Technical College