Kysha Mack
Augusta
Summary
Reliable Team Lead with over ten years' experience growing as an agent while possessing leadership qualities. Looking to continue providing exceptional service with the Quality Assurance team. As Team Lead, the role allowed expansion toward my growth, and interaction with all levels of leadership. In addition to Baggage, as well as Claims Management to be able to provide support and positivity throughout the Customer Engagement Center. In addition to outstanding oral and written communication skills.
Overview
7
7
years of professional experience
Work History
Team Lead
Delta Air Lines, Inc
10.2021 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Customer Service Representative
WOW Internet Cable Phone
01.2017 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Master Cosmetologist - Cosmetology
Kenneth Shuler School of Cosmetology And Hair Design
North Augusta, SC08.2021
Skills
- Trend Tracking
- Performance Evaluations
- Problem-Solving
- Coaching and Mentoring
- Key Performance Indicators
- Analytical Thinking
- Leading Team Meetings
Timeline
Team Lead
Delta Air Lines, Inc
10.2021 - Current
Customer Service Representative
WOW Internet Cable Phone
01.2017 - 08.2021
Master Cosmetologist - Cosmetology
Kenneth Shuler School of Cosmetology And Hair Design
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