Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Hi, I’m

Layla Settles

Grand Prairie,TX
Layla Settles

Summary

I got a scholarship from the radio personality Gary with a T for broadcasting school

Overview

5
years of professional experience
1
Certification

Work History

Spectrum

Customer Service Representative
06.2023 - Current

Job overview

  • 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.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • 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.

Six Flags

Customer Service Cashier
07.2020 - 05.2023

Job overview

  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Maintained customer satisfaction with quick and professional handling of product returns.

Alliance

Dispatcher
01.2019 - 07.2020

Job overview

  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of Number fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Generated reports to track deliveries and maintain proper records and documentation.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.

Education

The Chicago School of Professional Psychology
Dallas Tx

Certificate from IO Psychology
10.2022

University Overview

Robert Morris University - Illinois
Chicago, IL

BBA from Business Management
05.2010

University Overview

Broadcasting certification-American school of broadcasting

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Scheduling
  • Follow-up skills
  • Call Management
  • Team Development
  • Prioritization
  • Staff Training
  • De-Escalation Techniques
  • Building rapport
  • Product Sales
  • Product and service solutions
  • Coordination
  • Research
  • Reading Comprehension

Accomplishments

Accomplishments

Worked for Stedman Graham program Athletes against drugs

Certification

Broadcasting

Timeline

Customer Service Representative
Spectrum
06.2023 - Current
Customer Service Cashier
Six Flags
07.2020 - 05.2023
Dispatcher
Alliance
01.2019 - 07.2020
The Chicago School of Professional Psychology
Certificate from IO Psychology
Robert Morris University - Illinois
BBA from Business Management
Layla Settles