Summary
Overview
Work History
Education
Skills
Timeline
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Kyla Blake-Mathis

Tacoma,WA

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Versatile and results-driven with extensive experience in customer service and administrative support, notably at DeCA. Excelled in complaint handling and documentation, enhancing client relations and operational efficiency. Demonstrated exceptional empathy and technical support skills, significantly improving customer satisfaction. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

DeCA
APO , AE
01.2024 - 12.2024
  • Established strong customer connections through tailored assistance.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Front Desk Receptionist

ABC Daycare
APO, AE
03.2023 - 12.2023
  • Maintained an organized filing system of confidential client information in accordance with company policy.
  • Scheduled appointments for clients, customers, and other visitors.
  • Updated daily log book with information about visitors entering the premises.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Ensured that all necessary forms were completed accurately prior to submitting them for processing.
  • Responded to inquiries from internal staff members regarding office operations.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Performed data entry tasks into various computer systems accurately and promptly.

Fast Food Team Member

Baskin Robins
APO , AE
07.2021 - 02.2023
  • Provided excellent customer service by attending to guests needs promptly.
  • Placed orders with vendors as necessary for restaurant supplies and ingredients.
  • Resolved customer complaints in a timely manner following company policies and procedures.
  • Greeted customers in a friendly manner and took orders accurately.
  • Modified requested menu items in POS system to customize orders.
  • Processed transactions and made change for cash payments or accepted credit cards, debit cards and gift cards.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.

Education

Bachelor of Science - Computer Science

University of Maryland Global Campus
Hyattsville, MD
05-2027

Skills

  • Schedule mastery
  • Spreadsheets
  • Complaint handling
  • Technical support
  • Documentation
  • Written communication
  • Empathy and patience
  • Call triaging
  • Multi-task management
  • Exchange coordination
  • Customer education
  • Professional telephone demeanor
  • Inbound and outbound calling
  • Customer service
  • Assertiveness
  • Calendaring
  • Relationship building
  • Call center operations
  • Creative problem solving
  • Stress management
  • Client relations
  • Detail-oriented
  • Appointment scheduling
  • HIPAA compliance

Timeline

Customer Service Representative

DeCA
01.2024 - 12.2024

Front Desk Receptionist

ABC Daycare
03.2023 - 12.2023

Fast Food Team Member

Baskin Robins
07.2021 - 02.2023

Bachelor of Science - Computer Science

University of Maryland Global Campus

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Kyla Blake-Mathis