Kyla Brooks
Customer Service
Fort Worth,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Ansaphone
08.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
In-Home Caregiver
Bettyes Healthcare Network
09.2021 - 07.2022
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Followed nutritional plans to prepare optimal meals.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
Security Guard
Allied Universal Security Services
11.2018 - 12.2020
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Checked and verified photo identification prior to granting facility access.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Monitored CCTV cameras and alarm systems for security breaches.
Warehouse Associate
Amazon
04.2017 - 02.2018
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Worked safely around moving machinery.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Checked packages and merchandise for damage and notified vendors.
- Performed inventory control, such as counting, and stocking merchandise.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Trained and supervised new employees to apply best practices and comply with health and safety procedures and regulations.
Retail Sales Assistant
Cato Fashions
08.2015 - 01.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Assisted customers with prompt and polite support in-person and via telephone.
- Helped customers complete purchases, locate items, and join reward programs.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Increased sales by offering advice on purchases and promoting additional products.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Located merchandise across various stores to address customer needs.
- Worked with loss prevention in monitoring shopper behavior.
- Coached team on effective upselling and cross-selling methods.
- Maintained clean sales floor and straightened and faced merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Managed cash register after end of shift to balance and record accurate transactions.
Education
High School Diploma -
James Martin High School
Arlington, TX05.2015
Skills
- Information Security
- Consultative Sales
- Appointment Scheduling
- Scheduling
- Call Management
- Paperwork Processing
- Data Entry
- Data Collection
- Account Updating
- Complaint Resolution
- Conflict Resolution
- Microsoft PowerPoint
- Computer Proficiency
- Microsoft Outlook
- Medical Terminology Knowledge
- Microsoft Excel
- Documentation
- Prioritization
- Quality Assurance Controls
- Critical Thinking
- Active Listening
- Customer Relationship Management (CRM)
- Customer Service
- Professional Telephone Demeanor
- Call Center Operations
- Multi-Line Phone Talent
- Microsoft Word
- Quality Control
- Call Volume and Quality Metrics
- Strong Analytical and Problem-Solving Skills
- Managing Multiple Tasks
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don’t judge each day by the harvest you reap, but by the seeds you plant.
Robert Louis Stevenson
Timeline
Customer Service Representative
Ansaphone
08.2022 - 02.2023
In-Home Caregiver
Bettyes Healthcare Network
09.2021 - 07.2022
Security Guard
Allied Universal Security Services
11.2018 - 12.2020
Warehouse Associate
Amazon
04.2017 - 02.2018
Retail Sales Assistant
Cato Fashions
08.2015 - 01.2017
High School Diploma -
James Martin High School
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