Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHAYLA KIRKLAND

Lithonia,Georgia

Summary

Dynamic and results-driven customer service professional with 6+ years of experience in call center and remote environments. Proven expertise in handling high-volume inbound calls, resolving complex issues, and delivering exceptional client experiences.

Overview

7
7
years of professional experience

Work History

Inbound Contact Representative (REMOTE)

Humana
09.2021 - 02.2026
  • Managed 80–120 inbound calls per day assisting members with benefits, claims, and coverage inquiries
  • Resolved billing discrepancies, claim issues, and escalated concerns efficiently

Cruise Reservation Agent (REMOTE)

Margaritaville at Sea
09.2021 - 10.2024
  • - Managed high-volume inbound calls and processed reservations
  • - Resolved customer concerns and improved satisfaction
  • - Promoted upgrades and travel packages

Customer Service Representative

Rooms To Go
02.2019 - 09.2021
  • - Assisted with orders, complaints, and account issues
  • - Processed transactions and maintained records

Education

Diploma - undefined

Fort Walton Beach High School
01.2015

Skills

  • Professional tone (email phone)
  • Clear, confident communication
  • Ability to explain complex info simply
  • Upselling / cross-selling
  • Call metrics (AHT, FCR, CSAT)
  • Meeting & exceeding KPIs
  • Quality assurance awareness
  • Time management
  • 55-65 WPM
  • Freshdesk
  • Salesforce
  • Zendesk

Timeline

Inbound Contact Representative (REMOTE)

Humana
09.2021 - 02.2026

Cruise Reservation Agent (REMOTE)

Margaritaville at Sea
09.2021 - 10.2024

Customer Service Representative

Rooms To Go
02.2019 - 09.2021

Diploma - undefined

Fort Walton Beach High School
SHAYLA KIRKLAND