Kayla Blanks
Chandler
Summary
Ambitious, detail-oriented Customer Service Representative versed in balancing priorities and meeting deadlines under pressure. Adapts quickly to challenges and changing environments
Overview
10
10
years of professional experience
Work History
Workforce Specialist
H&R Block
01.2023 - Current
- Recommend and execute real time schedule adjustments in NICE IEX to ensure call center goals are met including service level, adherence and occupancy goals
- Oversee and monitor real-time interaction activity across all call centers
- Make necessary staffing, workload, skilling, and resource adjustments (including outbound dialer) to ensure key metrics, targets, KPI’s are exceeded
- Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.
Customer Support Specialist
Carnegie Learning
06.2022 - 11.2022
- Provided first-level support, via phone, email, and chat, in a timely and friendly manner
- Answered, researched, and resolved first and second-level customer issues
- Assisted in creating, translating, and maintaining customer-facing and internal documentation
- Helped to develop the customer support profession through sharing knowledge, experimenting with new innovations, and discussing best practices
- Sale to Carvana Advocate
Carvana
Tempe
08.2021 - 05.2022
- Appraisals & Account setups
- Document management
- Appointment settings
- Answering Chat and email inquiries
- Submission of pay off checks to lien holders
Chat Specialist
StockX
Tempe
10.2020 - 07.2021
- Processing of Chats & Emails
- Account management
- Assisted order inquiries
- Processed returns
- Processing of payments
Customer Service Representative
Grainger
Tempe
10.2018 - 10.2020
- Open and close accounts
- Assisted customers with product inquiries
- Setting credit limits
- Invoice payments application
- Processing of product returns
Customer Service Representative
Arvato
Chandler
08.2017 - 10.2018
- Answer incoming calls within ally bank customer queue
- Open and close accounts
- Answer questions concerning current percentage rates
- Provide product information to new customers
- Process Checks, EFT’s, ACH’s, internal and external transfers
Call Center Representative
TurboTax
Tempe
12.2016 - 03.2017
- Greeting and assisting customers when they needed help using our Turbo Tax products
- Conducted high volume of Video chat and phone calls with customers as to assist them with questions relating to completing their taxes
- Managed location of customer’s information to reset passwords or change email address on turbo tax accounts.
Workforce Administrative Assistant/Receptionist
The Carney Group
Phoenix
03.2016 - 12.2016
- Greeted visitors at the front entrance, in person and escorting them to the appropriate parties
- Answer incoming calls on the attendance line and track and report absences/tardy occurrences to management
- Assist facilitate team building luncheons
- Assist with monitoring the queue and report occurrences of extended aux break/lunch times to management
- Created monthly event calendar
- Maintain supervisor assignments via excel spreadsheet and responsible for updating when changes occur
- Run WFM agent reports that include overall call volume, call handle time & aux time and provide data to management
- Operate office equipment, such as fax, copier and shredder machines
Education
Diploma -
Hamilton High School
01.2016
Skills
- Excel
- Word
- Outlook
- SLACK
- Google Suite
- Typing speed 45
- Words per minute
- Great team player
- Salesforce
- Live Chat
- Workday (3 years)
- NICE IEX (2 years)
- Kombea (1 year)
Additional Information
- Willing to relocate: Anywhere
Timeline
Workforce Specialist
H&R Block
01.2023 - Current
Customer Support Specialist
Carnegie Learning
06.2022 - 11.2022
Carvana
08.2021 - 05.2022
Chat Specialist
StockX
10.2020 - 07.2021
Customer Service Representative
Grainger
10.2018 - 10.2020
Customer Service Representative
Arvato
08.2017 - 10.2018
Call Center Representative
TurboTax
12.2016 - 03.2017
Workforce Administrative Assistant/Receptionist
The Carney Group
03.2016 - 12.2016
Diploma -
Hamilton High School