Summary
Overview
Work History
Education
Skills
Timeline
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Kylie Brashear

Derby,KS

Summary

Polite and professional, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

5
5
years of professional experience

Work History

Call Center Representative

Humana
10.2019 - 12.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
  • Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.

Assistant Manager

Hardees
05.2018 - 11.2019
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.

Education

High School Diploma -

Derby High School
Derby, KS
05.2014

Skills

  • Knowledge of all power tools, and able to use them
  • Data Entry
  • Complaint Resolution
  • Call Control
  • Report Preparation
  • Product Upselling
  • Quality Assurance
  • Account Updating
  • Technical Support
  • Customer Relationship Management
  • Payment Processing
  • Customer Service
  • Communicating With Clients
  • Appointment Scheduling
  • Performance Monitoring
  • Documentation and Reporting
  • Sales Expertise
  • Inbound Phone Call Management
  • Proficient in Word, Excel, Outlook, Zoom, Claims Coding site
  • Customer Support
  • Cash Handling
  • Database Research
  • Fluent in English, I can understand and say some things in Spanish
  • Technical Troubleshooting
  • Calm Disposition
  • Inbound Phone Calls
  • Brand Representation
  • Resolving Issues
  • Product Knowledge
  • Credit Adjustments
  • Call Center Operations
  • Logging Call Information
  • Verbal and Written Communication

Timeline

Call Center Representative

Humana
10.2019 - 12.2022

Assistant Manager

Hardees
05.2018 - 11.2019

High School Diploma -

Derby High School

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Kylie Brashear