MYKAYA CROSBY
Smyrna,GA
Summary
Hello, I'm Kaya! I'm a highly motivated professional experienced in handling high call volume, analyzing data, managing accounts and handling customer requests. I plan to use my diverse upbringing, prior military experience and skills to engage with people from all backgrounds positively and naturally, in turn, supporting companies with customer satisfaction.
Overview
9
9
years of professional experience
Work History
Intelligence Analyst
U.S. Army
08.2015 - 05.2019
- Analyzed internal data sources to uncover security risks and vulnerabilities.
- Investigated potential threats with research.
- Identified gaps in existing processes and implemented changes that improved overall efficiency.
- Performed quality assurance checks on all work products prior to submission, ensuring accuracy.
- Suggested actionable solutions with data-driven security analyses.
- Supported decision-makers by providing timely, accurate, and relevant assessments of emerging threats.
Customer Service Officer/Gate Clerk
U.S. Army Active Duty
03.2017 - 05.2019
- Helped large volume of call-in customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Increased efficiency and team productivity by promoting operational best practices.
Cashier Team Lead/Customer Service Representative
Pig Out
06.2020 - 02.2021
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests. Also enhanced customer satisfaction by efficiently handling customer requests.
- Processed both cash and card purchases and returns.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Promoted store loyalty programs by doing door to door sales to increase repeat business and bolster customer relations, which in turn increased customer loyalty and retention.
Member Service Representative/Customer Service Representative
Signify Health
07.2024 - 08.2024
- Helped large in-call and out-call volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Atascocita High School
Houston, Tx06.2015
Skills
- Call center experience
- Customer support
- Account management
- Reading comprehension
- Verbal and written communication
- Interpersonal communication
- Complex problem-Solving
- Member account management
- Multichannel communication
- Computer skills
- Data entry and data management
- Relationship building
Timeline
Member Service Representative/Customer Service Representative
Signify Health
07.2024 - 08.2024
Cashier Team Lead/Customer Service Representative
Pig Out
06.2020 - 02.2021
Customer Service Officer/Gate Clerk
U.S. Army Active Duty
03.2017 - 05.2019
Intelligence Analyst
U.S. Army
08.2015 - 05.2019
High School Diploma -
Atascocita High School
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