Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Makayla Hammonds

Summary

Productive Call Center Representative with 7 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls, emails and chats and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings in metrics. Organized and motivated employee seeking entry-level opportunities to expand skills while facilitating company growth.

Overview

11
11
years of professional experience

Work History

Tier 2 Resident Support Supervisor

ZEGO
Augusta, Georgia
02.2024 - Current
  • Maintained accurate records of all customer interactions using the company's CRM system.
  • Analyzed customer feedback data to identify trends in customer service issues.
  • Monitored calls for quality assurance purposes.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Resolved escalated customer complaints in a timely manner.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Mental Health Crisis Counselor

Insight Global
, Remote
12.2022 - 01.2024
  • Evaluates and assesses individuals with acute/severe problems related to substance abuse, mental or emotional problems; clients may be suicidal, depressed, psychotic and/or potentially violent
  • Develops and implements specialized individual plans for clients to assist in identifying, minimizing or resolving problems and to ensure safety
  • Counsels and advises individuals by telephone who are experiencing acute emotional or mental crisis
  • Attends meetings, seminars and training sessions as required
  • Submit reports regarding child abuse, dependent abuse or violent intent towards others
  • Provide resources to the clients.

Guest Experience Chat Agent

Vacasa
, Remote
03.2021 - 12.2022
  • Responding to a maximum of three chats simultaneously quickly, directly, and concisely regarding their vacation rentals
  • Providing real time support while engaging proactively
  • Verify ID of guest with every interaction before proceeding
  • Receive, document, and respond to emails and occasionally inbound calls
  • Coordinate with field operations to schedule any onsite maintenance or supply deliveries
  • Check guests in and or out of their rental
  • Occasionally book reservations and/or extend stays of current guests.
  • Effectively manage phone, email, and/or chat online workflow
  • Engage and initiate conversations with users visiting our website via live chat.
  • Provide accurate and compelling information about our products and services to potential customers.
  • Guide users through the sales process, from initial contact to purchase, ensuring a smooth and positive experience.
  • Route users to the appropriate support or sales associate when needs become complex/out of chat representatives basic knowledge.

Tech Support Advisor

Kelly Services
, Remote
09.2020 - 02.2021
  • Manage, maintain, and repair IT systems
  • Responsibilities include diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software
  • Identify forward-thinking solutions that resolve customer needs
  • Manage daily workload and achieve call center productivity and quality goals
  • Deliver outstanding customer service that results in positive outcomes
  • Perform initial troubleshooting for standard and routine customer problems including issues of call quality, call completion, call flow builds, features and basic network-related issues.
  • Assist Technical Support team members on complex troubleshooting of issues with VoIP and Network technologies.
  • Follow up with customers to make sure issues have been resolved to a high level of satisfaction.
  • Document customer issues / requests, status and resolution
  • Familiarity with or ability to learn VoIP (QoS, SIP Flow, Coded Negotiations).

Customer Service Representative Agent

Teleperformance/Express Scripts
Augusta, GA
08.2018 - 04.2019
  • Pharmaceutical insurance, handling/ processing insurance claims and policies.
  • Review members’ enrollment or claims history ensuring accuracy of billing and enrollment and application of deductible and member responsibility.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Manage daily work-load and achieve call center productivity and quality goals.
  • Deliver outstanding customer service that results in positive outcomes.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Documented and managed patient information in computer system.
  • Obtained proper authorization and identification to release confidential medical records.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Cashier/ Cook/ Prep/Crew Trainer

Zaxbys
Augusta, Ga
06.2014 - 08.2018
  • Receive payment by cash,credit cards, and automatic debits
  • Issue receipts,refunds or change due to customers
  • Assist customers by providing information and resolving problems
  • Greet customers entering establishments
  • Maintain clean and orderly checkout areas and completing other general clean up duties such as mopping and dumping trash
  • Count money in the drawer at the beginning of shifts to ensure the correct amount is in there and if there is adequate change to give to customers.

Education

Bachelor of Science - Healthcare Administration Management

Western Governors University
Salt Lake City, UT
05.2025

Diploma -

Academy Of Richmond County High School
05.2016

Skills

  • Data Entry
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Creative Problem Solving
  • Multitasking and Prioritization
  • Call Volume and Quality Metrics
  • Patient and Empathetic
  • Salesforce CRM
  • Microsoft Office Suite Specialist
  • Time Management
  • Superior Communication Skills
  • A strong detail orientation
  • Thrive in a fast-paced environment
  • Proactive in nature and able to adapt
  • Exceptional typing ability (60 wpm)
  • Highly Organized
  • Addictions Specialist
  • Suicide Precautions Expertise
  • Crisis Intervention
  • Suicide and Safety Risk Assessments

Additional Information

  • AWARDS , Received ‘Best Leadership Award’ Appointed ‘MIss Freshman’ for SGA

Timeline

Tier 2 Resident Support Supervisor

ZEGO
02.2024 - Current

Mental Health Crisis Counselor

Insight Global
12.2022 - 01.2024

Guest Experience Chat Agent

Vacasa
03.2021 - 12.2022

Tech Support Advisor

Kelly Services
09.2020 - 02.2021

Customer Service Representative Agent

Teleperformance/Express Scripts
08.2018 - 04.2019

Cashier/ Cook/ Prep/Crew Trainer

Zaxbys
06.2014 - 08.2018

Bachelor of Science - Healthcare Administration Management

Western Governors University

Diploma -

Academy Of Richmond County High School

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Makayla Hammonds