KYLA WILEY
Teague,TX
Summary
Driven Direct Support Professional and Customer Service Representative with a proven track record at Mexia State Supported Living Center and Results CX. Expert in compassionate caregiving and client support, achieving significant improvements in client well-being and customer satisfaction. Skilled in behavior redirection and resolving customer complaints, demonstrating a strong ability to enhance quality of life and loyalty through dedicated service.
Overview
8
8
years of professional experience
Work History
Direct Support Professional
Mexia State Supported Living Center
01.2020 - 05.2024
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Assisted disabled clients to support independence and well-being.
- Organized recreational events that encouraged relationship building among clients and increased their sense of belonging within the group home setting.
Customer Service Representative
Results CX
06.2016 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Bachelors Of Science - Social Work
University of Phoenix
Phoenix, AZSkills
- First aid and safety
- Behavior redirection
- Client Support
- Compassionate Caregiving
- Client documentation
- Direct Patient Care
- Client Transportation
- Goal Setting
Timeline
Direct Support Professional
Mexia State Supported Living Center
01.2020 - 05.2024
Customer Service Representative
Results CX
06.2016 - 12.2019
Bachelors Of Science - Social Work
University of Phoenix