MaKayla Kalka
Norman,OK
Summary
Well-qualified support professional with a positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in communication competency and working in 24/7 uptime environment.
Overview
5
5
years of professional experience
Work History
Information Support Specialist
Archon Resources
03.2024 - Current
- Acts as liaison between clients and case management teams, ensuring timely communication
- Responds to customer inquiries and resolves complaints to establish trust and increase satisfaction
- Providing extensive customer assistance through inbound phone support by conducting initial assessment, research, and resolution
- Directing case management and database systems ensuring client confidentiality is preserved
- Cultivating education and technical assistance for state agency customers concerning program and case details and associated follow-up requirements
- Sustaining case management systems by documenting any required follow-up and contact outcomes
- Uses active listening skills to identify customer needs and provide proper information
- Manages approximately 30 inbound and outbound calls per day in punctual manner
- Identifies client needs
- Proving accurate calls logs in database
- Continually updating level of knowledge and skills to complete call center transactions
- Works primarily remotely
- Supporting effective professional and team relationships that meet departmental requirements
- Following company and legal guidelines
Department Head
Atwoods
07.2023 - 02.2024
- Implemented quality control measures throughout all stages of product development
- Delegated work to staff, setting priorities and goals while ensuring timely completion
- Coordinated with other departments to ensure successful completion of projects
- Developed and implemented departmental goals, objectives, policies and procedures
- Ensured compliance with applicable laws, regulations and organizational standards and procedures to protect employees and minimize company liability
- Provided leadership during times of crisis or change in order to maintain productivity levels
- Created culture of empowerment and innovation for employees to promote engagement
- Established key performance indicators to measure effectiveness of department activities
- Identified areas for process improvement within department through feedback from staff members
- Modeled supportive leadership qualities, motivating staff to deliver world-class customer service, achieve department goals and promote staff participation and team building
- Utilized excellent math skills to maintain accurate inventory levels
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management
- Cultivated talented team of departmental employees through outstanding mentoring, coaching, and teaching skills
- Executed targeted merchandising and promotional plans to meet department sales goals
- Completed thorough opening, closing and shift change functions as part of management team to uphold operational standards each day and handled cash management
- Reviewed employee performance to verify consistency, quality and conformance and provided ongoing feedback and coaching to drive performance improvement
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Served needs of 20 + customers per day as head of clothing team.
Dispatcher
I'm Your Huckleberry Hauling LLC
01.2019 - 07.2023
- Managed 50 + of phone calls while ensuring accuracy in data entry
- Created daily reports detailing response times, call volumes, assigned tasks, and other pertinent information in physical and electronic databases
- Investigated and resolved customer and vendor issues to retain business
- Recorded and maintained files or records of customer requests, work or services performed
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips, and reconciled quantities to verify items shipped
- Ordered supplies or equipment to issue to personnel.
- Supervised driver dispatching, route planning and vehicle tracking for over 15 fleet vehicles
- Prepared weekly performance reviews for drivers based on their adherence to company standards
- Ensured compliance with safety regulations and company policies
- Monitored dispatch board and adjusted call priorities regularly based on caller needs
- Verified driver credentials prior to assigning them route or task
- Liaised with customers to provide logistics for drivers and coordinate delivery times
- Managed daily delivery and work schedules to maximize coverage and meet needs for company customers
- Utilized various software systems to facilitate movement, planning and scheduling
- Leveraged GPS devices and computer programs to plan routes, provide directions when necessary, review daily traffic and weather conditions to adjust plans, advise drivers about upcoming issues to minimize accidents and delays
- Monitored changes in delivery schedule and communicated changes to customers
- Answered customer requests with information about product availability, shipping information and provided real-time status updates regarding their orders or requests
Education
High School Diploma -
Chandler High School
Chandler, OK05.2016
Skills
- Basic Computer Skills such as, word processing, spreadsheets, operating systems, email communication, and using zoom
- Database Management
- Knowledgeable in FACS, IMS, OnBase, Query, Quest, CXone SSOIII,
- Excellent customer service skills
- Ability to communicate verbally and in writing
- Competency to understand written material and instructions
- Detailed Oriented
- Ability to research information to obtain answers or solutions to problems in timely manner
- Proficient in multi-tasking and dealing with stressful situations
- Problem-Solving
- Workflow Coordination
- Call Management
References
- Rachel Glander - 405-421-6446
- Shyann Webb - 405-487-5483
- Shawnasea Laehn - 405-638-8646
- April Taylor - 405-956-8405
Timeline
Information Support Specialist
Archon Resources
03.2024 - Current
Department Head
Atwoods
07.2023 - 02.2024
Dispatcher
I'm Your Huckleberry Hauling LLC
01.2019 - 07.2023
High School Diploma -
Chandler High School