Kayla Williams
New Albany
Summary
Customer-focused professional with 10+ experience delivering exceptional customer service. Proven track record of effectively resolving inquiries, handling complaints, and ensuring customer satisfaction. Skilled at utilizing communication and problem-solving abilities to interact positively with customers. Strong multitasker, capable of managing high call volumes and maintaining a high level of professionalism. Eager to contribute my customer service skills to enhance the reputation and success of the organization while continuously improving the customer experience.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Windy City Call Center
06.2020 - Current
- Assisted customers via phone, email, and live chat, addressing inquiries, resolving issues, and providing product information.
- Achieved a consistent customer satisfaction rate of over 95% through effective problem-solving and attentive communication.
- Handled escalated customer concerns and complaints, de-escalating situations and finding satisfactory resolutions.
- Collaborated with the sales team to identify cross-selling and upselling opportunities, contributing to increased revenue.
- Maintained accurate and detailed records of customer interactions in the CRM system.
Night Auditor
Holiday Inn Express
10.2013 - 06.2020
- Performed the manager-on-duty role when management was off property.
- Processed check-ins and checkouts, verified billing, created reservations, and processed special requests.
- Accurately balanced all revenue sources and completed daily financial reports.
- Handled cash and processed financial transactions according to Hospitality operating policy standards.
Server
McAlister's Deli
03.2008 - 10.2013
- Responsible for greeting customers, taking food and beverage orders, and ensuring all patrons had an exceptional experience in our dining establishment.
- Delivered food to patrons and verified accuracy.
- Provided fast, friendly, and reliable service to all customers.
Education
High School Diploma -
Myrtle Attendance Center
Myrtle, MS05-2010
Skills
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Proficient in using customer relationship management (CRM) software
- Ability to remain calm and patient in high-pressure situations
- Strong active listening skills and empathy for customer needs
- Detail-oriented with a focus on accuracy in data entry
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Typing speed of 60 WPM
Timeline
Customer Service Representative
Windy City Call Center
06.2020 - Current
Night Auditor
Holiday Inn Express
10.2013 - 06.2020
Server
McAlister's Deli
03.2008 - 10.2013
High School Diploma -
Myrtle Attendance Center
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