MACKENZIE LAIRD
Peyton,CO
Summary
Dynamic customer service professional with extensive experience at the Department of Homeland Security. Proven ability in conflict resolution and case management, consistently exceeding performance benchmarks. Skilled in point-of-sale systems and team collaboration, I thrive in fast-paced environments, ensuring customer satisfaction and fostering positive relationships. Passionate about delivering exceptional service and enhancing customer engagement. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Department of Homeland Security
Colorado Springs, Colorado
03.2025 - 09.2025
- Assisted customers with inquiries regarding immigration and travel policies.
- Provided accurate information to callers about security procedures and protocols.
- Documented customer interactions in the case management system efficiently.
- Escalated complex issues to senior representatives for further assistance.
- Maintained confidentiality while handling sensitive information during calls.
- Utilized communication skills to de-escalate frustrated callers effectively.
- Collaborated with team members to improve call response times and service quality.
- Followed standard operating procedures to ensure compliance with federal regulations.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Attended regular training sessions on updates and changes within the industry or organization.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
Cashier
Whataburger
Colorado Springs, Colorado
03.2024 - 12.2024
- Assisted customers with menu selections and provided excellent service.
- Maintained cleanliness and organization of the cashier area during shifts.
- Handled cash register operations, including cash handling and balancing drawers.
- Collaborated with team members to ensure smooth workflow during peak hours.
- Promoted loyalty programs to enhance customer engagement and satisfaction.
- Resolved customer inquiries and complaints professionally and promptly.
- Followed food safety guidelines while preparing orders for customers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including counter tops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Sales Associate
Plato's Closet
Colorado Springs, Colorado
09.2023 - 12.2023
- Assisted customers in selecting trendy clothing and accessories.
- Organized merchandise displays to enhance store aesthetics.
- Processed transactions accurately using point-of-sale systems.
- Managed inventory by restocking items and tracking product levels.
- Maintained cleanliness and organization of sales floor and fitting rooms.
- Provided exceptional customer service to ensure a positive shopping experience.
- Collaborated with team members to achieve store goals and objectives.
- Greeted customers and provided exceptional customer service.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
- Maintained up-to-date knowledge of store merchandise and policies.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Cashier, Drive Thru Cashier
Slim chickens
Colorado Springs, Colorado
02.2023 - 05.2023
- During this job I was responsible for making toast, salads, sandwiches, working drive thru, cleaning my station, prepping for morning shift, closing, getting orders out in a mannered fashion while making sure they were correct, filling tea, working cashier and taking orders from customers. I mainly worked in the kitchen but often jumped in where they needed my help whether it'd be front of house and/or running orders out to dine in guests.
- Processed customer transactions quickly and accurately at a fast-casual restaurant.
- Maintained cleanliness and organization at the cashier station during busy shifts.
- Assisted customers with menu inquiries and provided recommendations on food items.
- Handled cash, credit, and gift card transactions using a point-of-sale system.
- Resolved customer complaints promptly to ensure a positive dining experience.
- Collaborated with team members to manage peak service times effectively.
- Monitored inventory levels of packaging materials and communicated needs to management.
- Supported promotional activities by informing customers about special offers available.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Education
High school -
Falcon High School
Falcon Colorado05.2024
Some College (No Degree) - Criminal Justice
Pikes Peak Community College
Colorado Springs, COSkills
- Case management
- Customer service
- Point-of-sale systems
- Cash handling
- Inventory management
- Conflict resolution
- Team collaboration
- Communication skills
- Time management
- Attention to detail
- Customer engagement
- Training new employees
- Problem solving
- Customer support
- Resolving issues
- Training experience
- Logging call information
- Database research
- Script adherence
- Call handling
- Call control skills
- Call documentation skills
- Performance improvement
- Customer communications
Timeline
Call Center Representative
Department of Homeland Security
03.2025 - 09.2025
Cashier
Whataburger
03.2024 - 12.2024
Sales Associate
Plato's Closet
09.2023 - 12.2023
Cashier, Drive Thru Cashier
Slim chickens
02.2023 - 05.2023
High school -
Falcon High School
Some College (No Degree) - Criminal Justice
Pikes Peak Community College