Kayla Mills
Halifax,Canada
Summary
Fluent in public / client service and excel in multi-cultural interactions and overcoming communication barriers. Strong conflict resolution and problem solving skills representative of working as a retention and escalation agent de-escalating clients on a variety of client specific complaints. Strong organizational skills working in fast paced environments ensuring data was entered into systems correctly, quickly and efficiently. Experienced in utilizing corporate specific databases to locate and assess information to determine potential threats of clients and patrons. I have first hand knowledge of the court systems in Nova Scotia and am familiar with legal terminology, and have experience conducting legal research and citing case law using CanLII and other legal sites.
Overview
17
17
years of professional experience
Work History
Teaching Assistant/Marker
Saint Mary's University
09.2023 - 12.2023
- Provided accurate and consistent marking of assignments and papers in a timely manner, ensuring deadlines were met.
- Reinforced student learning by giving constructive feedback.
Tutor/Mentor, At-Risk Youth
Saint Mary's University
Glooscap First Nation, NS
11.2022 - 04.2023
- Established a positive tutoring/mentoring relationship with the student and their family.
- Monitored behavior management issues in order to ensure a productive learning atmosphere, using positive reinforcement to direct and guide appropriate behaviors and maintain student focus.
- Used technology tools such as online resources or interactive software programs to enhance lessons.
- Developed individualized learning plans tailored towards the student's needs.
- Assisted the student with understanding course material and concepts by providing individualized instruction.
Digital Threat Intelligence Analyst and Scheduler
Fivestar Bailiffs
11.2021 - 03.2022
- Demonstrated an ability to work under pressure while organizing and maintaining the schedules of 50+ employees, ensuring to be readily available for last-minute schedule changes when conflicts to schedule adherence arose.
- Writing up daily reports documenting employees' adherence to required mandates and policies to provide to the clients.
- Conducted research to produce detailed reports on current threats and patterns of activity in designated areas within HRM, analyzing data from a variety of sources to identify potential targets, threats, or opportunities.
- Assisted in the writing of policy/procedure manuals and business proposals.
- Investigating persons and businesses for assisting in the repossessions of vehicles and machinery.
Retention Agent/Sales Agent/Customer Service Agent
Concentrix
08.2009 - 05.2020
- Managed communications with unsatisfied clients, using de-escalation techniques by conducting assessments of their accounts to implement appropriate tactics to restore the client's confidence and maintain their business.
- Negotiated with clients to retain their valued business by using a variety of corporate-approved options.
- Used persuasive sales techniques, following a sales call flow to overcome objections, securing numerous sales.
- Met and maintained sales and quality targets, receiving multiple awards (monthly and quarterly).
- Assisted with billing inquiries and conflicts.
- Manage client call logs, at all times respecting their privacy and confidentiality.
- Kept clear data record on a client's call by entering data-specific information into their electronic account.
- Multitasking during client calls, utilizing up to twenty computer programs simultaneously, while conversing with the client.
Paralegal
Davis Reierson - Family Law
01.2016 - 01.2016
- Worked alongside two lawyers handling cases with family law matters.
- Gained experience in transcribing dictations and preparing court documents.
- Notified clients with file-specific updates through email and by phone.
- Organized client files and emails by scanning and filing into appropriate folders and systems databases.
Retention Agent/Sales Agent/Technical Support Agent/Customer Service
Convergys
07.2007 - 02.2009
- Managing communications with unsatisfied clients, assessing their accounts, and implementing sales tactics to ensure satisfactory client service.
- Negotiating with clients to retain their valued business, by using a variety of corporate approved options
- Overcoming objections, securing numerous sales.
- Provided basic troubleshooting techniques for wireless support.
High School Co-op Work Term
Elizabeth Fry Society
01.2007 - 01.2007
- Phoning various local sponsorships for donations
- Assisted with set up and organization of individual rooms
- Put together support packages for women in and out of prison
Education
Bachelor of Arts - Criminology Honours, Psychology Major
Saint Mary's University
Halifax, NS12-2024
Paralegal Diploma -
Eastern College
Halifax, NS01.2016
Skills
- Research
- De-escalation tactics
- Digital Threat
- Intelligence
- Investigative Reports
- Client Relations
- Public interaction
- Tactful & articulate
- Report writing/filing
- Customer Service
- Scheduling
- Diversity
- Problem solving
- Time Management
- Microsoft Office
- Decision making
- Energetic
- Self control
- Excellent communicator
- Multitasking
- Business Retention
- Influencing skills
Timeline
Teaching Assistant/Marker
Saint Mary's University
09.2023 - 12.2023
Tutor/Mentor, At-Risk Youth
Saint Mary's University
11.2022 - 04.2023
Digital Threat Intelligence Analyst and Scheduler
Fivestar Bailiffs
11.2021 - 03.2022
Paralegal
Davis Reierson - Family Law
01.2016 - 01.2016
Retention Agent/Sales Agent/Customer Service Agent
Concentrix
08.2009 - 05.2020
Retention Agent/Sales Agent/Technical Support Agent/Customer Service
Convergys
07.2007 - 02.2009
High School Co-op Work Term
Elizabeth Fry Society
01.2007 - 01.2007
Bachelor of Arts - Criminology Honours, Psychology Major
Saint Mary's University
Paralegal Diploma -
Eastern College
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