Kayla Pyram
Douglasville
Summary
Innovative IT professional with a strong foundation in problem-solving, technical troubleshooting, and process optimization. Skilled at quickly learning and adapting to new technologies and approaches to drive efficient solutions. Known for excellent communication, collaboration, and a passion for leveraging IT to meet organizational goals. Committed to continuous growth and staying at the forefront of industry trends, ready to contribute to dynamic, fast-paced environments.
Overview
7
7
years of professional experience
Work History
Bulk Customer Representative
Xfinity Comcast
10.2022 - Current
- Provides remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Document customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Manage high levels of call flow and responded to technical support needs.
- Participate in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Speciality Sales
Target
08.2019 - 10.2022
- Effectively managed time across multiple responsibilities including assisting clients on the sales floor, processing transactions at the register, organizing merchandise displays, or maintaining product inventory records as needed throughout each shift.
- Stayed up-to-date on the latest industry trends and technology advancements, enabling informed conversations with customers about various products.
- Served as a reliable resource for colleagues seeking assistance with challenging client inquiries or complex technical issues related to electronics products and services.
Customer Service Team Lead
Academy Sports Outdoors
10.2017 - 08.2020
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
Education
Bachelor of Science - Information Technology
Kennesaw State University
12.2024
Certificate - Technical Support Fundamentals
Coursea
Google05.2021
Skills
- Technical Support
- Problem-Solving
- Programming Languages
- Customer Support
- Leadership
- Project Management
- Database System
Accomplishments
- Management of Information Technology & HCI Group Leader
Led a team to analyze organizational information needs and implement IT systems to improve decision-making processes, with a focus on user acceptance of IT applications through Human-Computer Interaction (HCI). - Honey Baked Ham Intranet Transformation
Assisted in researching and implementing a Microsoft SharePoint-based intranet to enhance internal communication and collaboration, tailored to meet the needs of HR and key stakeholders.
PROJECTS
Timeline
Bulk Customer Representative
Xfinity Comcast
10.2022 - Current
Speciality Sales
Target
08.2019 - 10.2022
Customer Service Team Lead
Academy Sports Outdoors
10.2017 - 08.2020
Bachelor of Science - Information Technology
Kennesaw State University
Certificate - Technical Support Fundamentals
Coursea
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