Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla Lafayette

Texarkana

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Republic Services
07.2022 - 10.2023
  • Promptly responded to inquiries and requests from prospective customers.
  • Tracked customer service cases and updated service software with customer information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Trained new personnel regarding company operations, policies and services.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Leveraged expert product knowledge in guiding customers towards the best solutions for their requirements.
  • Negotiated favorable payment terms with clients during contract discussions or renewals, resulting in improved cash flow for the business.

Customer Service Representative

TTEC
08.2021 - 05.2023
  • Tracked customer service cases and updated service software with customer information.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed and updated databases to handle customer data.
  • Worked effectively in fast-paced environments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked well in a team setting, providing support and guidance.
  • Skilled at working independently and collaboratively in a team environment.
  • Proved successful working within tight deadlines and a fast-paced environment.

Customer Service Representative

Alorica
03.2021 - 04.2022
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
  • Assigned and designated job territories to customer care staff according to performance and history.
  • Developed strong rapport with customers and created positive impression of business.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.

Education

High School Diploma -

Hope High School
Hope, AR
05.2008

Skills

  • Training development aptitude
  • Customer Relationship Management (CRM)
  • Order and Refund Processing
  • Employee Coaching
  • Multi-line phone talent
  • Appointment Scheduling
  • Following scripts

Timeline

Customer Service Representative

Republic Services
07.2022 - 10.2023

Customer Service Representative

TTEC
08.2021 - 05.2023

Customer Service Representative

Alorica
03.2021 - 04.2022

High School Diploma -

Hope High School

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Kayla Lafayette