Kyauna Randall
Miami,FL
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Specialist
Atento
05.2023 - Current
- Provided troubleshooting and problem-resolution for over 5,000 user issues related to the TikTok platform, achieving a 95% satisfaction rating from users through efficient service and expert technical support strategies.
- Streamlined TikTok's IT ticketing system, reducing average resolution time by 25% through the implementation of automated troubleshooting protocols and rigorous staff training.
- Developed and implemented a company-wide IT ticketing system using Zendesk, reducing average issue resolution time by 30% and improving user satisfaction ratings among the 200+ in-house staff utilizing TikTok's technical resources.
- Streamlined TikTok video upload issues by developing a troubleshoot protocol that decreased average resolution time by 35%, enhancing user experience for a base of 5,000+ active content creators.
Customer Service Backoffice Specialist
Monat Global
08.2017 - 09.2021
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
Marketing Manager
DearMomFoods
05.2015 - 09.2017
- Developed and executed comprehensive marketing strategies to drive brand awareness and increase market penetration.
Oversaw the creation and implementation of integrated marketing campaigns across various channels, including digital, print, and social media.
- Conducted market research and analysis to identify emerging trends, consumer preferences, and competitive landscapes.
- Collaborated with internal teams and external agencies to develop compelling marketing collateral, including advertising materials, brochures, and presentations.
- Managed budgets, allocated resources, and tracked campaign performance metrics to ensure optimal ROI and effectiveness.
Led cross-functional teams to execute marketing initiatives, including product launches, promotions, and events.
- Provided regular reports and presentations to senior management, outlining marketing performance, insights, and recommendations for improvement.
- Reviewed more than 100 invoices daily to ensure accuracy and completeness of information.
Customer Service Admin
Inktel
03.2013 - 06.2015
- Managed file organization, created spreadsheets, transmitted reports via fax, and digitized documents, maintaining a tidy front desk and reception area.
- Generated call statistic radars using Excel every two hours to track performance metrics.
Supported supervisor in conducting quality audits to ensure adherence to standards.
- Provided mentorship and coaching to team members on quality assurance topics and strategies.
- Regularly communicated progress, test metrics, and results to project stakeholders.
- Updated customer service database with new information, address changes and contact details.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Mentored and coached team members on QA topics and strategies.
- Reported progress, test metrics and results to project stakeholders.
Education
IT Support Specialist Certificate - IT Support
Coursea
Remote06.2022
High School Diploma -
Miramar High School
Miramar, FL06.2013
Skills
- Salesforce
- Digital Marketing
- Problem Solving
- Microsoft Office Suite
- Zendesk
- Data Entry
- Documentation
- Data accuracy
- Accuracy and Attention to Detail
- Fast Typing Speed
- Customer Service-Oriented
- Independent worker
- Order Processing
- Technical Support
- IT Troubleshooting
Certification
- TikTok GreenBelt Course Training - December, 2023
Timeline
IT Specialist
Atento
05.2023 - Current
Customer Service Backoffice Specialist
Monat Global
08.2017 - 09.2021
Marketing Manager
DearMomFoods
05.2015 - 09.2017
Customer Service Admin
Inktel
03.2013 - 06.2015
IT Support Specialist Certificate - IT Support
Coursea
High School Diploma -
Miramar High School
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