Kacheylin Hale
Atlanta
Summary
Experienced with customer interaction, ensuring comprehensive understanding of client concerns. Utilizes effective communication techniques to deliver high-quality service. Knowledge of efficient problem-solving methods to maintain customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Consultant
CarMax Auto Superstores
10.2024 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
Business Manager
Hallmark Aviation
12.2023 - Current
- Streamlined business processes by implementing new project management tools and techniques.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Developed strategic partnerships with key stakeholders, leading to significant growth opportunities for the company.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
British Airways Duty Supervisor
Hallmark Aviation Services
01.2021 - 12.2023
- Maintained a safe and clean environment by enforcing company policies and procedures for staff compliance.
- Strengthened employee morale with regular feedback sessions, recognition programs, and team-building activities.
- Improved team efficiency by creating schedules, delegating tasks, and monitoring staff performance.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Assisted in staff recruitment, training, and development efforts to maintain a skilled workforce capable of meeting business objectives.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Education
High School Diploma -
C.F. Vigor High School
Mobile, AL05.2018
Skills
- Employee Management
- Staff Training
- Customer Service
- Operations Management
- Staff Management
- Operational Leadership
- Decision Making
- Team Leadership
- Complaint handling
- Call center experience
Accomplishments
- Supervised team of 15 staff members.
Timeline
Customer Service Consultant
CarMax Auto Superstores
10.2024 - Current
Business Manager
Hallmark Aviation
12.2023 - Current
British Airways Duty Supervisor
Hallmark Aviation Services
01.2021 - 12.2023
High School Diploma -
C.F. Vigor High School
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