Kyla Bailey
Columbus
Summary
Dynamic customer service professional with experience at Elevance, excelling in issue resolution and performance tracking. Proven ability to enhance customer satisfaction through effective communication and empathy. Skilled in quick typing and problem-solving, I thrive in high-pressure environments, consistently delivering exceptional support and training new team members to achieve excellence.
Overview
9
9
years of professional experience
Work History
Chat Support Representative
Elevance
Midland, GA
11.2021 - Current
- Transitioned seamlessly between live web chat and phone support to assist customers with account inquiries and technical troubleshooting.
- Provided timely and effective chat support to customers, resolving inquiries and issues with accuracy.
- Trained new representatives on best practices for customer engagement and problem resolution.
- Implemented process enhancements that increased customer satisfaction ratings over time.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Handled multi-channel customer inquiries via chat and phone, maintaining a high customer satisfaction score
Server
Buffalo Wild Wings
Columbus, GA
04.2017 - 11.2021
- Delivered exceptional customer service, ensuring a positive dining experience for all guests.
- Trained and mentored new servers on menu items, service standards, and operational procedures.
- Managed multiple tables simultaneously, demonstrating efficiency in high-pressure environments.
- Collaborated with kitchen staff to ensure timely food delivery and quality presentation.
- Assisted in maintaining cleanliness and organization of dining area, adhering to health and safety regulations.
Education
Graduate Certificate - Cosmetology
Columbus Technical College
Columbus, GA01-2020
Skills
- Quick typing
- Issue and complaint resolution
- Language fluency
- Empathy display
- Performance tracking
- Teamwork
- Customer service excellence
- Calm under pressure
- Active listening
- Problem-solving
- Medical terminology
- Computer skills
Timeline
Chat Support Representative
Elevance
11.2021 - Current
Server
Buffalo Wild Wings
04.2017 - 11.2021
Graduate Certificate - Cosmetology
Columbus Technical College