Kayla Conway
Fontana,CA
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Kinecta Credit Union
01.2021 - 07.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure banks and its customers.
Administrative Assistant
CBOL CORPORATION
09.2018 - 12.2020
- Answered and directed phone calls from customers to the appropriate departments
- Organized and scheduled meetings and appointments
- Maintained contact lists
- Produced and distributed correspondence memos, letters, faxes and forms
- Assisted in the preparation of regularly scheduled reports
- Developed and maintained a filing system
- Ordered office supplies
- Booked travel arrangements
- Submitted and reconciled expense reports
- Provided general support to visitors
- Provided information by answering questions and requests
- Took dictation
- Researched and created presentations
- Generated reports
- Handled multiple projects
- Prepared and monitored invoices.
Customer Service Brand Ambassador
RALPH LAUREN
09.2017 - 01.2018
- Drive retail performance thru disciplined business management for all Ralph Lauren brands
- Provided customer service for incoming calls to drive sales
- Execution of Store Staffing Excellence - retain best Selling Specialists at all times utilizing Account metrics including Sales per Hour, Average Sale, Units/Transaction, etc
- Partnered with Account/Store Human Resources team with any staffing issues, to include interviewing and selection of future Sales Specialists
- Conducted product and selling seminars to create an educated and professional Selling Specialist culture, with the goal of improving regular priced selling while offering exceptional customer service
- Provided and demonstrated selling techniques where possible - empowered the team.
Administrative Assistant
KNM ENTERTAINMENT GROUP
06.2009 - 07.2017
- Provided exceptional customer service to clients
- Scheduled and confirmed client appointments over the phone
- Performed data entry
- Handled money, preparing sales merchandise
- Maintained sales floor and client orders.
Education
High School Diploma -
Hope Academy
Carson, CABusiness Marketing and Child Development -
Los Angeles Pierce College
Woodland Hills, CASkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Scheduling
- Filing
- Spreadsheets
- Bookkeeping
- Accounts Receivable
- Invoice Processing
Timeline
Customer Service Representative
Kinecta Credit Union
01.2021 - 07.2023
Administrative Assistant
CBOL CORPORATION
09.2018 - 12.2020
Customer Service Brand Ambassador
RALPH LAUREN
09.2017 - 01.2018
Administrative Assistant
KNM ENTERTAINMENT GROUP
06.2009 - 07.2017
High School Diploma -
Hope Academy
Business Marketing and Child Development -
Los Angeles Pierce College
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