Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

KEBRINA HILL-SAYLES

Manager/Customer Service Specialist
FLORENCE,MS

Summary

Dedicated to mentoring, counseling, and assisting individuals daily, fostering personal growth and empowerment. A strong passion for people drives the belief that everyone deserves the opportunity to achieve greatness and pursue their aspirations. Committed to creating supportive environments that inspire others to realize their full potential and overcome challenges. Focused on transformative guidance to help individuals navigate their paths toward success.

Overview

13
13
years of professional experience
1
1
Certification
2
2
Languages

Work History

EMAIL & CHAT SPECIALIST

ADVANCED SERVICES, INC. (ASI) - GE APPLIANCES
10.2022 - Current
  • Engage consumers through email and chat platforms by professionally respond to and resolve inquiries to incoming consumer emails and chats across a wide variety of topics such as pre-purchase inquiries, installation requirements, basic troubleshooting, owner's manual information, and complaints.
  • Provide post-purchase use and care support via email and chat.
  • Support and problem solve through email and chat using positive interactions to significantly drive brand loyalty and meet team metrics and quality expectations.
  • Assisted customers in navigating company website or online platforms through clear instructions via chat support.
  • Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.
  • Supported sales initiatives by up-selling or cross-selling relevant products/services where appropriate within the context of the chat conversation.

OWNER SERVICE AGENT (OSA)

ADVANCED SERVICES, INC. (ASI) - GE APPLIANCES
04.2022 - 10.2022
  • Provide direct support to consumers via phone calls which include providing product information and registration, service, parts, delivery, and dealer location inquiries.
  • Provide resolution to owner issues through troubleshooting and providing and offering minor concessions for their appliances.
  • Mentor to new hires by doing side by sides with them where they listen to me take live calls & asking questions along the way.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.

PRODUCT SUPPORT SPECIALIST (PSS)

ADVANCED SERVICES, INC. (ASI) - GE APPLIANCES
01.2022 - 04.2022
  • Answer incoming calls from new and existing customers about their GE appliances.
  • Assist new and existing customers by problem solving, providing troubleshooting tips, registering new customers and/or products, ordering parts, sending out owner's manuals, and scheduling a technician to come out to customer's place of residence to assist customer with their appliance by either repairing or replacing the appliance.
  • Close out the cases with appropriate actions taken.
  • Enhanced customer satisfaction by providing timely and accurate product support.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.

HUMANA PHARMACY CUSTOMER SERVICE REP.

BROADPATH
09.2021 - 10.2021
  • Receive inbound calls from current or new pharmacy plan members responding to inquiries regarding benefits and eligibility information and prescription status.
  • Make outbound calls to members regarding prescription issues.
  • Review medication inquiries and contacting healthcare providers for follow up information.
  • Review provider documentation and accurately interpreting and entering data into the database.
  • Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.
  • Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
  • Confirmed customer information and insurance eligibility for prescriptions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

ASSISTANT MANAGER

CLAIRE'S
12.2020 - 03.2021
  • Responsible for supporting the store management in the overall operation of the store.
  • Ensure high levels of team performance and business results.
  • Help to drive sales and store targets and assist with the training and development of the store team.
  • Deliver the finest level of customer service and achieve the store's goals through a variety of tasks and team leadership.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.

ASSISTANT MANAGER

JUSTICE
01.2020 - 12.2020
  • Floor supervisor/manager when the manager is not present.
  • Responsible for driving a consistent customer experience.
  • Follow the live justice values.
  • Manager who trains new employees and educates them on the stores sales.
  • Executes selling and marketing strategies.
  • Over asset protection and prevention plans.
  • Opens and closes store on a daily basis.
  • Operates cash register and handles money daily.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

LEAD STYLE ADVISOR (KEYHOLDER)

JUSTICE
06.2019 - 01.2020
  • Floor supervisor/manager when the manager or assistant is not present.
  • Supports and executes all aspects of the store operations.
  • Provide great and exceptional customer service.
  • Opens and closes the store on a daily basis and when scheduled too.
  • Operates cash register, handles money, counts money in registers, and makes deposit into safe.
  • Checks the store sales, emails, and segments reports daily.
  • Process ship from store shipments daily.
  • Change promotional signs daily.
  • Manager over floor set where the entire store is rearranged.
  • Performs ear piercing on any one requesting wanting their ears pierced.
  • Supported store operations during peak hours, effectively managing long queues and high volumes of customers.

ASSISTANT MANAGER

KIRKLAND'S
06.2019 - 07.2019
  • Manager on duty when the store manager is not present.
  • Supports and executes all aspects of the store operations.
  • Opens and closes the store on a daily basis.
  • Counts money in registers and in the safe.
  • Makes banks deposits at the bank when opening manager for any morning of the week.
  • Checks the stores sales, emails, and reports daily.
  • Changes signs for promotions.
  • Coach employees during their assigned shifts.
  • Provide exceptional customer service and experiences.
  • Does janitorial work such as sweep, take out the trash, and clean the restroom.
  • Change light bulbs.
  • Turn the radio and lights on and off daily.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

ASSISTANT MANAGER

KIRKLAND'S
10.2018 - 06.2019
  • Manager on duty when the store manager is not present.
  • Supports and executes all aspects of the store operations.
  • Opens and closes the store on a daily basis.
  • Counts money in registers and in the safe.
  • Makes banks deposits at the bank when opening manager for any morning of the week.
  • Checks the stores sales, emails, and reports daily.
  • Changes signs for promotions.
  • Coach employees during their assigned shifts.
  • Provide exceptional customer service and experiences.
  • Does janitorial work such as sweep, take out the trash, and clean the restroom.
  • Change light bulbs.
  • Turn the radio and lights on and off daily.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.

LEAD STYLE ADVISOR (KEYHOLDER)

JUSTICE
08.2018 - 06.2019
  • Floor supervisor/manager when the manager or assistant is not present.
  • Supports and executes all aspects of the store operations.
  • Provide great and exceptional customer service.
  • Opens and closes the store on a daily basis and when scheduled too.
  • Operates cash register, handles money, counts money in registers, and makes deposit into safe.
  • Checks the store sales, emails, and segments reports daily.
  • Process ship from store shipments daily.
  • Change promotional signs daily.
  • Manager over floor set where the entire store is rearranged.
  • Trained and supervised new employees to apply best practices in customer service and store operations.

MENTAL HEALTH TECHNICIAN (MHT)

ALLIANCE HEALTH CENTER
06.2018 - 08.2018
  • Provide direct care to patients, guidance, and positive role modeling.
  • Plan, implement, evaluate, and monitor treatment plans, activities, and groups.
  • Assist with medication administration.
  • Assess patients.
  • Educate patients and their families.
  • Take vital signs and note levels of mental alertness and functioning.
  • Help patients with personal hygiene activities.
  • Involved in crisis resolution and management.
  • Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
  • Performed scheduled patient safety checks and documented results to establish patients' well-being.

ASSISTANT MANAGER

KIRKLAND'S
05.2018 - 06.2018
  • Manager on duty when the store manager is not present.
  • Supports and executes all aspects of the store operations.
  • Opens and closes the store on a daily basis.
  • Counts money in registers and in the safe.
  • Makes banks deposits at the bank when opening manager for any morning of the week.
  • Checks the stores sales, emails, and reports daily.
  • Changes signs for promotions.
  • Coach employees during their assigned shifts.
  • Provide exceptional customer service and experiences.
  • Does janitorial work such as sweep, take out the trash, and clean the restroom.
  • Change light bulbs.
  • Turn the radio and lights on and off daily.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

LEAD STYLE ADVISOR (KEYHOLDER)

JUSTICE
09.2017 - 06.2018
  • Floor supervisor/manager when the manager or assistant manager is not present.
  • Opens and closes store when scheduled too.
  • Manager over floor set where the entire store is rearranged which include changing light bulbs.
  • Checks store emails and segments reports.
  • Operates cash register and handles money.
  • Count money in registers and even makes deposits into safe.
  • Floor supervisor for all sales associates and have to manage and assign them task and jobs to do to make sure their doing what they are supposed to.
  • Managed a team of Style Advisors, ensuring top-notch customer service and sales performance.

STYLE ADVISOR (SALES ASSOCIATE)

JUSTICE
07.2016 - 09.2017
  • Sales associate and have to provide great customer service to every individual that enter store.
  • Operates cash register and handles money.
  • Stock/restock shelves with merchandise that comes in freight on a daily basis.
  • Involve in floor set and have to change display mannequins and signs.
  • Mark down items that have become clearance products or remarks to a lower price.
  • Package ship from store merchandise to be prepared for shipment and delivery to customers.
  • Clean store on a daily basis via vacuuming, cleaning mirrors, and taking out the garbage.
  • Provided exceptional customer service, addressing concerns promptly and professionally to maintain satisfaction.

CREW MEMBER

WENDY'S RESTAURANT
05.2014 - 05.2014
  • Passer out for the drive through window by giving customers their orders they have placed.
  • Operated cash register by taking customers' orders.
  • Maintained dining hall/room to make sure it was always kept cleaned for customers to sit down and enjoy their meals.
  • Cleaned bathrooms and made sure they were always appropriate for individuals to use them.
  • Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.

CASHIER/SALES ASSOCIATE

MICHAELS ARTS & CRAFTS
04.2012 - 08.2012
  • Main cashier at register to provide and give customers a great checkout experience with their purchases.
  • Occasionally helped and assisted manager count down register drawers and deposit money in safe in back office.
  • Welcomed customers and helped determine their needs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

BACHELORS OF ARTS & SCIENCES - PSYCHOLOGY

Mississippi State University
Meridian, MS
05.2017

ASSOCIATES IN ARTS UNIVERSITY TRANSFER - PSYCHOLOGY

Meridian Community College
Meridian, MS
05.2015

HIGH SCHOOL DIPLOMA - HIGH SCHOOL STUDENT

Forest Hill High School
Jackson, MS
06.2011

Skills

  • Skilled in Microsoft Office tools

  • Skilled in Word processing

  • Excel spreadsheet management

  • Data access management

  • Skilled in OneNote usage

  • Visual communication skills

  • Spreadsheet analysis

  • Task scheduling

  • Digital publishing specialist

  • Cash handling expertise

  • Service excellence

  • Clinical patient assistance

  • Experienced in safe ear piercing practices

  • Data management

  • Database administration

  • Professional email correspondence

  • Client communication

  • Salesforce platform expertise

  • Strong foundational knowledge

  • eDocument processing expertise

  • smc expertise

  • Calabrio application expertise

  • Workday system expertise

  • Kronos time management expertise

  • Oracle EBS expertise

Certification

BLS (Basic Life Support) and AHA (American Heart Association) Program: CPR and AED

Accomplishments

  • Supervised team of 10-15 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Timeline

EMAIL & CHAT SPECIALIST

ADVANCED SERVICES, INC. (ASI) - GE APPLIANCES
10.2022 - Current

OWNER SERVICE AGENT (OSA)

ADVANCED SERVICES, INC. (ASI) - GE APPLIANCES
04.2022 - 10.2022

PRODUCT SUPPORT SPECIALIST (PSS)

ADVANCED SERVICES, INC. (ASI) - GE APPLIANCES
01.2022 - 04.2022

HUMANA PHARMACY CUSTOMER SERVICE REP.

BROADPATH
09.2021 - 10.2021

ASSISTANT MANAGER

CLAIRE'S
12.2020 - 03.2021

ASSISTANT MANAGER

JUSTICE
01.2020 - 12.2020

LEAD STYLE ADVISOR (KEYHOLDER)

JUSTICE
06.2019 - 01.2020

ASSISTANT MANAGER

KIRKLAND'S
06.2019 - 07.2019

ASSISTANT MANAGER

KIRKLAND'S
10.2018 - 06.2019

LEAD STYLE ADVISOR (KEYHOLDER)

JUSTICE
08.2018 - 06.2019

MENTAL HEALTH TECHNICIAN (MHT)

ALLIANCE HEALTH CENTER
06.2018 - 08.2018

ASSISTANT MANAGER

KIRKLAND'S
05.2018 - 06.2018

LEAD STYLE ADVISOR (KEYHOLDER)

JUSTICE
09.2017 - 06.2018

STYLE ADVISOR (SALES ASSOCIATE)

JUSTICE
07.2016 - 09.2017

CREW MEMBER

WENDY'S RESTAURANT
05.2014 - 05.2014

CASHIER/SALES ASSOCIATE

MICHAELS ARTS & CRAFTS
04.2012 - 08.2012

ASSOCIATES IN ARTS UNIVERSITY TRANSFER - PSYCHOLOGY

Meridian Community College

BACHELORS OF ARTS & SCIENCES - PSYCHOLOGY

Mississippi State University

HIGH SCHOOL DIPLOMA - HIGH SCHOOL STUDENT

Forest Hill High School

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KEBRINA HILL-SAYLESManager/Customer Service Specialist