Kayla Doctor
Charleston
Summary
Seasoned professional in conflict resolution, known for high productivity and efficient task completion. Skilled in negotiation, active listening, and communication, ensuring fair outcomes in complex situations. Excel at empathy, patience, and problem-solving to navigate through disputes and foster mutual understanding.
Overview
5
5
years of professional experience
Work History
Senior Resolution Coordinator
Walmart
09.2024 - Current
- Provided excellent customer service and utilized resolution techniques in order to assist Spark Drivers who either called us or reached out to us via chat regarding account or delivery issues.
- Assisted on the Persona Project which consisted of verifying both new and existing Spark drivers' IDs and selfies to ensure that they were who they said they were.
- As a Tier 2 agent, I responded to escalated calls and chats, and took them over to ensure that the drivers' needs were being adequately met.
Customer Service Representative
Teleperformance
07.2023 - 01.2024
- Assisted customers in both sales and technical support, ensuring that their satisfaction was my number one priority
- Managed complex customer inquiries, resolving issues efficiently and boosting satisfaction rates
- Implemented streamlined processes, reducing average call time
- Provided empathetic assistance to diverse customers, adapting my methods and communication skills to meet that individual's needs
- Resolved customer complaints, ensuring high satisfaction and loyalty
- Enhanced service strategies, leading to measurable improvements in customer experience
Keyholder
The Copper Closet
12.2021 - 07.2022
- Prioritized customer needs, fostering a supportive, boutique environment.
- Implemented creative solutions to address customer concerns, enhancing the overall shopping experience, and fostering repeat business.
Student Assistant
College of Charleston Office of Student Affairs
08.2020 - 05.2022
- Represented the Office of Student Affairs, and not only coordinated cross-campus tasks but also streamlined administrative processes as well
- Managed crucial document delivery across campus offices, ensuring timely processing of student-related paperwork and maintaining data integrity
- Provided essential support to multiple campus offices, which then contributed to creating to a seamless student experience and fostering positive relationships
Mobile Expert
Metro by T-Mobile
05.2021 - 08.2021
- Assisted with the onboarding process by overseeing account creation, device setup, and providing any necessary troubleshooting.
- Provided personalized device recommendations by taking into account customers' needs and wants.
- Bridged the communication gap between customers and management, resolving issues promptly, and improving overall customer satisfaction.
Research Intern
SC for Criminal Justice Reform
08.2020 - 12.2020
- Developed and implemented a comprehensive 'Know Your Rights' program which aimed to educate SC citizens on their legal rights when coming into contact with law enforcement
- Crafted materials and conducted workshops, empowering individuals with crucial legal knowledge
- Enhanced public awareness, fostering a more informed community on law enforcement interactions
Education
Bachelors of Science - Sociology
College of Charleston
05-2022
Bachelors of Arts - African American Studies
College of Charleston
05-2022
Skills
- Customer relationship management
- Conflict resolution
- Marketing
- Spanish fluency
- Team leadership
- Excellent communication
- Exceptional attention to detail
- Exemplary customer service
- De-escalation techniques
- Independent Decision-making
- Adaptability
- Reliability
- Problem-solving abilities
- Organizational skills
- Attention to detail
- Written communication
Timeline
Senior Resolution Coordinator
Walmart
09.2024 - Current
Customer Service Representative
Teleperformance
07.2023 - 01.2024
Keyholder
The Copper Closet
12.2021 - 07.2022
Mobile Expert
Metro by T-Mobile
05.2021 - 08.2021
Student Assistant
College of Charleston Office of Student Affairs
08.2020 - 05.2022
Research Intern
SC for Criminal Justice Reform
08.2020 - 12.2020
Bachelors of Science - Sociology
College of Charleston
Bachelors of Arts - African American Studies
College of Charleston
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