Lakayla Jackson
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Training Instructor
Kelly Connect
02.2023 - Current
- Maintained compliance with company standards, regulatory requirements, and quality goals.
- Tracked attendance and evaluated progress for assigned trainees.
- Contributed to reductions in employee turnover by revamping training programs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Evaluated and provided feedback on trainee progress, resulting in improved performance over time.
- Promoted inclusive learning environments by accommodating diverse backgrounds and learning preferences, leading to increased overall satisfaction among trainees.
- Increased trainee engagement by implementing a variety of teaching methods tailored to diverse learning styles.
- Monitored participant workflow and behaviors throughout training process.
- Enhanced trainee retention by incorporating interactive activities and real-life examples into training sessions.
- Provided coaching and mentoring to 3-5 employees during each training wave.
Chat Support Representative
Kelly Connect
05.2022 - Current
- Maintained up-to-date knowledge of product and service changes.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Provided online demonstrations to educate customers on product features and online help resources.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed and updated databases to handle customer data.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences.
Technical Support Representative
Comcast
09.2021 - 05.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Researched and identified solutions to technical problems.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve needs of clients.
- Documented customer interactions in detail within case management systems, ensuring comprehensive records were maintained for future reference.
- Managed high levels of call flow and responded to technical support needs.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Responded promptly to incoming sales leads and requests for technical support.
Collections Agent
National Grid
04.2018 - 08.2021
- Directed day-to-day collections functions.
- Trained teams of 3-5 new collections representatives on collections processes and incentivized team members to achieve production goals.
- Counseled debtors on payment options and arranged installment agreements.
- Worked with at least 20-25 customers per day to create debt repayment plan based on current financial condition.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Negotiated to collect balance in full.
- Established relationships with customers to encourage payment of delinquent accounts.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Contributed to positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
Store Manager
T-Mobile
06.2015 - 03.2018
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Managed team of 8-10 store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Reported issues to higher management with great detail.
- Managed daily operations to ensure smooth functioning of my store, maintaining clean, safe environments for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Developed and implemented successful staff incentive programs to motivate employees.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Developed successful employee retention plans, reducing staff turnover rates significantly.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Approved regular payroll submissions for employees.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
Education
Associate of Arts - Communications
Central Piedmont Community College
Charlotte, NC12.2015
Skills
- Employee surveying
- Program Monitoring and Tracking
- Data Entry
- Coaching and Development
- Remote Learning
- Documentation and Recordkeeping
- Course Planning
- Customer Relations
- Queue management
- Data Management
- Recruiting
- De-Escalation Techniques
- Call Center Operations
- Quality Assurance Controls
- Employee Motivation
- Multitasking and Organization
- Sound Judgment
- Scheduling
- Goal Setting
- Leading Staff Meetings
- KPI Tracking
- Inventory Control
Timeline
Training Instructor
Kelly Connect
02.2023 - Current
Chat Support Representative
Kelly Connect
05.2022 - Current
Technical Support Representative
Comcast
09.2021 - 05.2022
Collections Agent
National Grid
04.2018 - 08.2021
Store Manager
T-Mobile
06.2015 - 03.2018
Associate of Arts - Communications
Central Piedmont Community College