Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kyra Nichols

Austell,GA

Summary

Dynamic and results-oriented Senior Customer Experience and Support Specialist with over 6 years of expertise in high-volume, remote call center environments. Proven track record of exceeding KPIs by up to 20% through expert technical troubleshooting, empathetic issue resolution, and flawless procedural execution. Adept at handling sensitive billing and account information with 100% compliance, championing first-call resolution, and enhancing brand loyalty through exceptional service. Results-driven professional in customer communication, known for high productivity and efficient task completion. Possess specialized skills in persuasive speaking, conflict resolution, and customer relationship management. Excel at active listening, empathy, and adaptability, ensuring success in engaging with diverse client bases and navigating challenging conversations.

Overview

7
7
years of professional experience

Work History

AppleCare Advisor

Apple
Remote, Georgia
10.2021 - 06.2025
  • Supported iOS devices.
  • Assisted customers with inquiries and provided product information effectively.
  • Provided technical support on product usage, installation, upgrades.
  • validated callers and adhered to procedures and other sops
  • utilized CRM software
  • optimized call flow and resolved problems effectively

Appointment Scheduler

Activus Connect
02.2021 - 01.2023
  • Orchestrated the scheduling of 100+ daily appointments in a high-pressure, fast-paced environment, directly contributing to the efficiency of public health initiatives.
  • Eliminated scheduling errors by meticulously following SOPs and maintaining 100% accuracy in client records within the CRM system.
  • Enhanced the patient experience by providing clear, reassuring communication and proactively resolving potential scheduling conflicts.

Scheduler (Sales & Customer Service)

A Place for Mom
07.2018 - 01.2022
  • Drove a 15% increase in qualified consultation bookings by employing consultative sales techniques and empathetic needs analysis to connect families with ideal solutions.
  • Mastered Salesforce CRM to track the end-to-end client lifecycle, ensuring personalized follow-up and contributing to a seamless customer journey.
  • Acted as a key point of contact, building trust and guiding clients through difficult decisions with compassion and expert knowledge.

Order Processor

Williams Sonoma
01.2018 - 01.2020
  • Processed high-volume customer orders with 99.8% accuracy, minimizing costly errors and ensuring a seamless purchasing experience.
  • Maintained 100% compliance with PCI standards while securely handling credit card information and resolving complex billing inquiries.
  • Improved customer loyalty by liaising with internal teams to resolve order discrepancies swiftly, ensuring timely and accurate fulfillment.
  • Maintained updated knowledge through continuing education and advanced training.

Education

High School Diploma -

Woodstock High School
Woodstock, GA
01.2011

Skills

  • Customer lifecycle and resolution: first-call resolution (FCR), technical troubleshooting, de-escalation, consultative sales, needs assessment, client onboarding, and customer retention
  • Performance and operations: high-volume call management (80 calls per day), KPI achievement, SOP adherence, knowledge base mastery, average handle time (AHT) optimization, call flow control
  • Information security expertise
    Data confidentiality measures
    Payment processing security
    Account management solutions
    Salesforce and Five9 administration
  • Technical proficiency: Microsoft Office Suite, Google Workspace, and remote collaboration tools (Slack, Teams, Zoom)

Timeline

AppleCare Advisor

Apple
10.2021 - 06.2025

Appointment Scheduler

Activus Connect
02.2021 - 01.2023

Scheduler (Sales & Customer Service)

A Place for Mom
07.2018 - 01.2022

Order Processor

Williams Sonoma
01.2018 - 01.2020

High School Diploma -

Woodstock High School

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