Khayla M. Rice
Atlanta
Summary
Dedicated and results-driven Call Center Customer Service Professional with over 2 years of experience in fast-paced contact center environments. Proven track record of delivering exceptional customer support, improving first-call resolution, and driving customer satisfaction scores. Adept at handling complex escalations, training associates, and leveraging performance metrics to optimize team and individual success. Recognized for strong communication skills, empathy, and leadership in enhancing the overall customer experience. Previous experience includes working as a Customer Service Associate at Walmart, providing frontline support, issue resolution, and customer engagement in a high-volume retail environment.
Overview
5
5
years of professional experience
Work History
Security Officer
Marksman Security
12.2022 - Current
- Ensured safety and security of employees, visitors, and assets through monitoring, patrols, and incident response.
- Delivered customer service by assisting guests while maintaining a secure environment.
- Collaborated with management and law enforcement to resolve escalated concerns.
Customer Service Representative
Verizon Wireless
01.2022 - 08.2025
- Handled 60+ inbound calls daily, resolving billing, account, and technical issues.
- Maintained 95% customer satisfaction while reducing escalated calls.
- Drove 15% upsell revenue through personalized product recommendations.
- Consistently exceeded first-call resolution and quality assurance targets.
Customer Service Associate
Walmart
01.2021 - 01.2022
- Assisted customers with purchases, returns, exchanges, and account-related inquiries in a high-volume retail environment.
- Delivered exceptional service by resolving customer complaints and providing accurate product and policy information.
- Maintained checkout efficiency and front-end operations by balancing cash registers and assisting with sales floor support.
- Recognized by management for teamwork, professionalism, and consistently positive customer interactions.
Education
Dental Assistant Certification -
UEI
Atlanta, GA01.2025
High School Diploma - undefined
Cedar Grove High School
Ellenwood, GA01.2020
Skills
- Customer Service
- Call Handling
- Billing & Account Management
- Professionalism & Accountability
- Customer Retention
- Conflict Resolution
- Upselling & Cross-Selling
- CRM Systems
Additional Skills
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Familiar with Verizon systems: ACSS, iVision, and My Verizon portal
- Bilingual: [Language 1] / [Language 2] (if applicable)
Timeline
Security Officer
Marksman Security
12.2022 - Current
Customer Service Representative
Verizon Wireless
01.2022 - 08.2025
Customer Service Associate
Walmart
01.2021 - 01.2022
High School Diploma - undefined
Cedar Grove High School
Dental Assistant Certification -
UEI