Kyla Harris
Ridgeland,MS
Summary
Motivated and driven professional committed to achieving company's goals and mission through hard work, excellent communication, and organizational skills with proven multitasking abilities. Solid team player open to learn, grow, and excel while always maintaining a positive demeanor. Actively promote and respect diversity & inclusion. Knowledgeable in customer satisfaction, developing loyal relationships, and contributing to company's success.
Overview
10
10
years of professional experience
Work History
Customer Service Agent, CVS OTC Health Solutions
TTEC
Denver, CO
10.2021 - 03.2022
- Handled over 50+ customer interactions per day giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
- Upheld strict security procedures to maintain data confidentiality and HIPAA guidelines.
- Addressed customer account discrepancies and referred members to management or insurance company.
- Assisted and placed orders for members within their benefit period.
- Understood member's needs by building a trusting and caring relationship with the member.
Customer Service Representative, Bank of America
TTEC
Denver, CO
08.2021 - 09.2021
- Handled over 50+ customer issues per day by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer account discrepancies and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced productivity by staying on top of call scripts, close call notes, and maintaining control over direction of conversations.
Online Seller
Poshmark
Ridgeland, MS
08.2018 - 08.2021
- Conduct retail arbitrage to build inventory for resale via online platforms in 100% remote environment.
- Manage all facets of business operations, including financial tracking, inventory coordination, social media marketing, and shipment.
- Correspond with online customers to address questions or complaints about products, policies or shipping methods.
- Establish positive relationships through sales and and customer relation approaches.
Planned Career Break
Stay At Home Parent
06.2017 - 08.2018
- Took intentional pause to focus on full-time caregiving; Excited and energized to return to work.
- Pursued remote work opportunities, succeeding in gaining self-management skills, strong ability to focus, and gaining remote work experience.
Resident Director
Jackson State University
Jackson, MS
08.2012 - 06.2017
- Managed team of 20 personnel overseeing 2 dormitories and 300 residents.
- Maintained individual records for each student of emergency contacts and administrative support documentation.
- Mediated conflict to provide safe and secure environment through policy enforcement.
- Facilitated needs of facilities by reporting work orders to maintenance department for quick resolution.
- Actively listened and supported personal needs of residents dealing with diverse conditions.
- Maintained communication with counselors, departmental staff, parents, and staff members to promote supportive environment.
- Promoted positive relations between residents and staff.
Education
Bachelor of Arts - General Studies
Alcorn State University
Lorman, MSSkills
- Adaptability
- Excellent Communication Skills
- Problem-Solving Skills
- Strong Work Ethic
- Microsoft Office Software
- Video Conferencing such as Zoom
- Chat tools such as Zoom Chat and Pidgin
- Humanify
- Cisco Finesse
- Global Protect
- PingID
- HIPAA Guidelines
Timeline
Customer Service Agent, CVS OTC Health Solutions
TTEC
10.2021 - 03.2022
Customer Service Representative, Bank of America
TTEC
08.2021 - 09.2021
Online Seller
Poshmark
08.2018 - 08.2021
Planned Career Break
Stay At Home Parent
06.2017 - 08.2018
Resident Director
Jackson State University
08.2012 - 06.2017
Bachelor of Arts - General Studies
Alcorn State University
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