Kyla Hampton
San Jacinto,CA
Summary
Focused Assistant Manager possesses more than 3 years of retail management and sales expertise. Skilled at increasing profits through effective sales training and troubleshooting profit-loss areas. Committed to boosting team morale and driving sales by fostering strong rapport with team members and customers.
Professional with strong background in customer interactions and service solutions for 4 years at a call center working form home. I am skilled in taking calls on Interaction desk top and Genesys Cloud. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative WFH
Tollanis / Smarter Call Center Solutions
07.2021 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed high levels of call flow and responded to technical support needs.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Placed parts orders for customers, dealers and small businesses
- provided technical support for all outdoor power equipment
- navigated parts lists and manuals for parts orders and technical support
- provided warranty support
Assistant Manager
Dollar General
05.2017 - 03.2020
- Planned and prepared workflow schedules, delegating tasks
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Oversaw team development according to industry service standards to further customer loyalty.
- Enhanced sales by implementing merchandising and promotional improvements.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Supported sales management initiatives to optimize business development.
- Evaluating employee performance and cultivating improvement initiatives.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Trained team of 10 to deliver outstanding customer service, boosting customer satisfaction ratings
- Completed inventory audits to identify losses and project demand.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Education
High School Diploma -
Oak Grove High School
Hattiesburg, MS12.2016
Skills
- Product and service knowledge
- Customer service
- Training and development
- Time Management
- Staff training and development
- Microsoft Office expertise
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Complaint handling
- Payment processing
- Follow-up skills
- Order processing
- Technical support
- Product sales
- Warranty service
Certification
Cybersecurity awareness
Timeline
Customer Service Representative WFH
Tollanis / Smarter Call Center Solutions
07.2021 - 07.2025
Assistant Manager
Dollar General
05.2017 - 03.2020
High School Diploma -
Oak Grove High School
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