Summary
Overview
Work History
Education
Skills
Timeline
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Takayla Ellison

Magnolia

Summary

Accomplished professional with a proven track record at Walmart, enhancing customer satisfaction and retention through expert CRM software management and exceptional communication. Spearheaded quality assurance initiatives at Concentrix, achieving significant productivity improvements. Renowned for leadership and time management skills, consistently exceeding performance targets. Reliable Customer Service Representative with an extensive track record in demanding sales and account management environments. Strong presenter, communicator, and problem solver working effectively and productively with diverse customers and individual needs.

Overview

4
4
years of professional experience

Work History

Senior Customer Care Representative

Walmart
02.2024 - 01.2025
  • Trained new customer care representatives on company policies and procedures.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Maintained up-to-date knowledge of all products offered by the company in order to provide detailed answers to customers' questions or concerns.

Quality Assurance Analyst

Concentrix
06.2022 - 02.2024
  • Recommended improvements to systems and procedures for increased productivity.
  • Worked with off-site teams to complete timely tests and facilitate smooth product releases.
  • Set and achieved product quality objectives while meeting product specifications.
  • Reviewed software release notes prior to production deployment to verify accuracy of changes implemented.
  • Communicated regularly with management to discuss quality trends.
  • Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
  • Conducted internal audits to measure adherence to established QA standards.
  • Conducted manual and automated testing to identify software defects and inconsistencies.
  • Monitored and facilitated bug resolutions to optimize software.

Technical Support Representative

Conduent
01.2021 - 06.2022
  • Recommended upgrades or additional features that could enhance user experience.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
  • Resolved escalated customer service issues in a timely manner.
  • Oversaw daily performance of computer systems.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Developed and delivered training sessions to customers on how to use products more effectively.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Performed routine maintenance and software updates on support tools and customer systems.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.

Education

High School Diploma -

Magnolia High School
Magnolia, AR
05-2018

Skills

  • Client retention strategies
  • Exceptional communication
  • Call center experience
  • Complaint handling
  • CRM software expertise
  • Customer segmentation
  • Up-selling techniques
  • Strong leadership
  • Live chat support
  • Reporting and documentation
  • Meeting facilitation
  • Team motivation
  • Customer satisfaction measurement
  • Active listening
  • Time management
  • Customer service
  • Senior leadership support

Timeline

Senior Customer Care Representative

Walmart
02.2024 - 01.2025

Quality Assurance Analyst

Concentrix
06.2022 - 02.2024

Technical Support Representative

Conduent
01.2021 - 06.2022

High School Diploma -

Magnolia High School

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Takayla Ellison