I got a scholarship from the radio personality Gary with a T for broadcasting school
Hi, I’m
Layla Settles
Grand Prairie,TX
Summary
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 PsychologyDallas Tx
Certificate from IO Psychology
10.2022
University Overview
Robert Morris University - IllinoisChicago, 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