Kyra Brown
Aubrey,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Walmart
Los Angeles, CA
08.2020 - 01.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Retained customers are considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Monitored accounts to verify compliance with payment terms and schedules.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Service Representative
Inmans Auto Rescue
Compton, CA
08.2018 - 05.2021
- Enhanced customer satisfaction by efficiently managing and prioritizing service calls.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Improved dispatcher training program, leading to increased efficiency and knowledge among new hires.
- Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.
- Liaised with law enforcement agencies as needed during emergencies or incidents requiring additional support.
- Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.
- Participated in ongoing dispatcher trainings to stay abreast of industry trends and best practices for roadside assistance services.
- Continuously updated internal databases with accurate caller information, aiding in long-term service analysis and improvements.
- Supported team members during periods of high call volume or challenging scenarios, fostering a collaborative work environment.
- Scheduled and organized delivery routes.
- Monitored vehicle locations to coordinate timely arrivals.
Education
Associate of Arts - Business Administration And Management
California State University
CA05-2025
High School Diploma -
Crenshaw High School
Los Angeles, CA05-2020
Skills
- Service Recommendations
- Customer Service
- Escalation management
- Call Management
- Technical Troubleshooting
- Payment Processing
- Call Center Operations
- Customer Correspondence
- Documentation And Reporting
- Call Center Customer Service
- Data Entry
- Written and oral communication
- Account updating
- Conflict mediation
- International sales support
- Documentation
Timeline
Customer Service Representative
Walmart
08.2020 - 01.2023
Service Representative
Inmans Auto Rescue
08.2018 - 05.2021
Associate of Arts - Business Administration And Management
California State University
High School Diploma -
Crenshaw High School
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