Summary
Overview
Work History
Education
Skills
Timeline
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Kyla Miller Pickett

Kyla Miller Pickett

Senior Service Consultant
Jacksonville,NC

Summary

Here at Wayfair:

  • over 1 year tenure in current role
  • In good standing with Talent Management
  • Recommended by current Manager
  • Senior Service Associate with strong knowledge of Wayfair policies and procedures
  • Strong time management skills & the ability to multitask between several workflows at once
  • Proven ability to stay on task through the entire workday as demonstrated by consistent ability to meet adherence and NRT targets
  • Strong written and oral communication skills
  • Strong desire to assist high-end customers and resolve customer concerns with empathy
  • Problem-solving mindset
  • Been nominated for Glass Lamp award on several occasions
  • Led team huddles
  • Presented during Team Huddles on Core KPI's
  • Posted Team CSAT's & Handle Times
  • Received Numerous Rec Wall Posts from Managers and Peers

In Past Positions:

  • Named Sales Person of The Year (Awarded a Rolex)
  • Named Sales Person of the Quarter Multiple Times
  • Named Sales Person of the Month Multiple Times
  • Awarded Top Lister and Top Producer Awards in Real Estate
  • Million-Dollar Producer Award

Overview

27
27
years of professional experience

Work History

Service Senior Associate-Canada

Wayfair
04.2022 - Current
  • Managed customer relations through communication and helpful interactions.
  • Service Wayfair customers by responding to customer calls & emails requests for assistance with post-order issues (returns, replacements, refunds, delivery status, back-ordered items, small & large parcels inquiries, open mattress returns, B2B customer issues)
  • Exceed customer satisfaction, efficiency metrics, issue resolution targets
  • Identify areas of improvement and convey trends in customer calls to leadership
  • Navigate multiple software applications and technologies simultaneously
  • Use conflict management skills and maintain high degree of professionalism
  • Boosted overall team morale by creating a positive work environment & encouraging open communication channels among colleagues.

Independent Contractor/Driver

Uber
11.2018 - Current
  • Safely and efficiently delivered multiple passengers & food deliveries daily.
  • Demonstrated proficiency in navigation, utilizing GPS and other routing apps to determine best routes.
  • Maintained clean and safe vehicle to enhance passenger experience.
  • Consistently received high ratings from passengers for excellent service.

Service Associate-Canada

Wayfair
10.2021 - 04.2022
  • Managed customer relations through communication and helpful interactions.
  • Service Wayfair customers by responding to customer calls and emails requests for assistance with post-order issues (returns, replacements, refunds, delivery status, back-ordered items)
  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Identify areas of improvement and convey trends in customer calls to leadership
  • Navigate multiple software applications and technologies simultaneously
  • Use conflict management skills and maintain high degree of professionalism
  • Boosted overall team morale by creating positive work environment and encouraging open communication channels among colleagues.

Owner

Ebay.com
03.2014 - 12.2018
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Evaluated industry competition regularly to maintain competitive advantage in the marketplace.
  • Conducted target market research to discover customer needs and analyze competitor trends.
  • Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
  • Sourced and photograph items, post listings, optimize listings for SEO
  • Package and ship items domestically and internationally
  • Inventory Management
  • All the daily operations of the business (products, financials, shipping, billing, customer service & correspondence)

Director

Global Demand Publishing
06.1997 - 03.2014
  • Managed sales, marketing and customer account operations efficiently.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Interviewed Top Executives of Fortune 500 companies in over 180 countries
  • Helped to build start up into publicly traded company
  • Managed team of 8-15 staff in a call center environment (interviewing, exit-interviews, coaching, performance evaluations, metrics analysis)

Education

Bachelor of Science - Entertainment Business

Full Sail University
Winter Park, FL
06.2016

Skills

  • Customer service orientation
  • Policy Implementation
  • Customer Engagement
  • Data Entry
  • Performance monitoring
  • Client Engagement
  • Cross-Functional Teamwork
  • Complex Problem-Solving
  • New Hire Training
  • Documentation and Recordkeeping
  • Management Support
  • Performance Evaluations
  • Attention to Detail
  • Time Management
  • Complaint Management
  • Sales expertise
  • Customer Relationship Management (CRM)
  • Training and mentoring
  • Oral communication
  • Sales Techniques
  • Team Supervision
  • Strong Problem Solver
  • Performance Improvement

Timeline

Service Senior Associate-Canada

Wayfair
04.2022 - Current

Service Associate-Canada

Wayfair
10.2021 - 04.2022

Independent Contractor/Driver

Uber
11.2018 - Current

Owner

Ebay.com
03.2014 - 12.2018

Director

Global Demand Publishing
06.1997 - 03.2014

Bachelor of Science - Entertainment Business

Full Sail University
Kyla Miller PickettSenior Service Consultant