Kayla Burns
Holly Springs
Summary
Dedicated and results-driven Customer Service Representative with a proven track record of delivering excellent customer experiences and driving customer satisfaction. Skilled in handling inquires, resolving issues, and building strong customer relationships. Proficient in using customer service software/systems and communication tools.
Overview
14
14
years of professional experience
Work History
Customer Care Specialist
Amazon
07.2019 - Current
- Handle incoming customer inquires via phone, email, and chat, maintaining a 95% customer satisfaction rating.
- Resolve customer issues promptly and effectively, reducing resolution time by 20%.
- Manage an average 50+ customer interactions per day, ensuring high quality service standards.
- Utilize CRM software (e.g., Salesforce) for case management and customer data analysis.
- Collaborate with cross-functional teams to escalate and resolve complex customer issues.
- Provide product support and troubleshooting guidance to customers.
Senior Customer Service Representative
WalletHub
01.2017 - 06.2019
- Led a team of customer care representatives, providing coaching and support to ensure excellent service delivery.
- Implemented process improvements that resulted in a 15% reduction in customer complaints.
- Analyzed customer feedback and data to identify trends and improve service offerings.
- Managed customer accounts and subscriptions, ensuring accuracy and completeness.
- Conducted training sessions for new hires on customer care processes and best practices.
- Handled escalated customer issues and complaints, resolving them to the satisfaction of customers.
Customer Support Specialist
Benefit Express
08.2014 - 01.2017
- Provided technical support and assistance to customers, troubleshooting software and hardware issues.
- Managed a high volume of support tickets, maintaining a response time of under 24 hours.
- Utilized ticketing systems (e.g., Freshdesk) for case tracking and resolution.
- Assisted in the development of knowledge base articles and FAQs for self-service support.
- Conducted product demonstrations and training sessions for customers.
- Collaborated with product development teams to relay customer feedback and improve product features.
Customer Care Associate
USAA
01.2012 - 08.2014
- Handled billing inquires and account management for customers, ensuring billing accuracy and resolving billing disputes.
- Processed customer orders and returns, maintaining accurate order records.
- Managed customer databases and updated customer information as needed.
- Assisted in outbound customer outreach campaigns to gather feedback and promote new products/services.
- Conducted follow-up calls and emails to ensure customer satisfaction and retention.
- Utilized Microsoft Excel for data entry and reporting on customer interactions and resolutions.
Education
Bachelor of Science -
Rust College
Skills
- Customer Service Excellence Communication skills
- Problem-Solving Conflict Resolution
- Active Listening Empathy and Patience
- Time Management
- Multitasking
- Attention to Detail
- Adaptability
- Relationship building
- Technical Support
- Data Entry CRM Software (eg, Salesforce, Zendesk)
- Ticketing Systems Email and Chat support
- Microsoft Office Suite Social Media Management
- Call Handling Team Collaboration
Timeline
Customer Care Specialist
Amazon
07.2019 - Current
Senior Customer Service Representative
WalletHub
01.2017 - 06.2019
Customer Support Specialist
Benefit Express
08.2014 - 01.2017
Customer Care Associate
USAA
01.2012 - 08.2014
Bachelor of Science -
Rust College
Software/System Expertise
- Microsoft Excel (Data Analysis and Reporting)
- Ticketing Software (e.g., Freshdesk, Help Scout)
- Email Management Platforms
- Chat Support Tools
- Social Media Monitoring Tools