Summary
Overview
Work History
Education
Skills
Languages
Timeline
GeneralManager

Kyla Chan

Kyle,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in both customer and sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Conns Homeplus
Austin, TX
09.2020 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, freelancers and clients.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided back up for customer service managers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Cross-trained and backed up other customer service managers.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Promoted available products and services to customers during service, account management and order calls.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Welcomed, greeted and assisted guests in high-traffic store, generating $1000.00 of dollars in business.
  • Made sure promotions throughout the store were all up to date.
  • kept track of changes in promotions.
  • cross trained to be a sales person


Customer Service Specialist

As Seen On Tv
San Marcos, TX
07.2020 - 08.2020
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered average of 85% calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.
  • Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
  • Developed customer service improvement initiatives that decreased customer wait times by over 30%

Cashier

Ace Hadware
Santa Fe , NM
06.2019 - 06.2020
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Collected and authorized payments of guests.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Maintained cash drawer of $500 or more per shift.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Completed inventory counts and ordered merchandise.
  • Performed cash, card and check transactions to complete customer purchases.
  • Learned floor and sales technique positions to provided backup at key times.
  • Conducted inventory counts by adding each item in stock and documenting in our inventory system.

Education

Associate of Science - Nursing

Austin Community College
Austin, TX
05.2025

High School Diploma -

Santa Fe High School
Santa Fe, NM
05.2021

Skills

  • Issue and Complaint Resolution
  • POS Systems and Ordering Platforms
  • Upselling Products and Services
  • Customer Data Confidentiality
  • Customer Account Management
  • Call Documentation
  • Courteous with Strong Service Mindset
  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Telephone Management
  • Credit Card Payment Processing
  • Customer Service and Assistance
  • Correcting Discrepancies
  • Answering Customer Questions
  • Customer Inquiry Response
  • Cash Register Operations
  • Document and Records Management
  • Patient and Empathetic
  • Sales Quota Achievement
  • Merchandise Orders and Exchanges
  • Membership Registrations
  • Establishing and Maintaining Customer Relationships
  • Promoting Brand and Company Identity
  • Complaint Response
  • Solving Customer Concerns
  • Sales and Upselling
  • Excellent Attention to Detail
  • Answering Emails
  • Directing Calls
  • Cultural Awareness
  • Team-Oriented and Cooperative
  • Computer Proficiency

Languages

Tagalog
Native or Bilingual

Timeline

Customer Service Representative

Conns Homeplus
09.2020 - Current

Customer Service Specialist

As Seen On Tv
07.2020 - 08.2020

Cashier

Ace Hadware
06.2019 - 06.2020

Associate of Science - Nursing

Austin Community College

High School Diploma -

Santa Fe High School

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Kyla Chan