Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kyanna Roberts

Tucson,AZ

Summary

Experienced customer service professional with a proven track record of improving customer experiences through clear communication and efficient problem-solving. Skilled in collaborating with team members to meet objectives and adept at adapting to changing priorities. Recognized for expertise in call handling and conflict resolution, highly sought after by employers for ability to deliver exceptional service.

Overview

16
16
years of professional experience

Work History

Call Center Agent

Alorica
01.2024 - Current
  • Company Overview: Alorica for Bank of America-Tucson, AZ
  • Servicing bank accounts in the billing disputes, fraud, and scams department. 15-20 calls a day
  • Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
  • Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
  • Assisted with training new personnel regarding company operations, policies and services.
  • Delivered exceptional customer service by resolving inquiries and complaints efficiently.
  • Utilized CRM software to track interactions and manage customer accounts effectively.
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Server/Waiter

Denny's
10.2023 - 01.2025
  • Company Overview: Denny's-Tucson, AZ
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Delivered exceptional customer service in fast-paced dining environment.
  • Collaborated with kitchen staff to ensure timely food delivery and high quality.
  • Managed cash register operations accurately during peak business hours.
  • Resolved customer complaints efficiently to enhance guest satisfaction and retention.
  • Monitored dining area cleanliness and organization for optimal guest experience.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Supported needs of 4 person wait staff who attended to specific needs of countless customers daily for dine in restaurant with social relevancy and intentionality.

Server/Cashier

Denny's
06.2023 - 10.2023
  • Company Overview: Denny's-Los Angeles, CA
  • Delivered exceptional customer service in fast-paced dining environment.
  • Managed multiple tables efficiently, ensuring timely order delivery and satisfaction.
  • Maintained cleanliness and organization of dining area to meet health standards.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
  • Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Assisted in training new cashiers on register operations and company policies to ensure compliance.
  • Implemented cash handling procedures that reduced discrepancies during end-of-day reconciliations.
  • Developed strong customer relationships through attentive service, fostering repeat business and positive feedback.
  • Supported needs of 7- person wait staff who attended to specific needs of countless customers daily for dine in restaurant with social relevancy and intentionality.

Produce Associate

Aca produce
05.2022 - 04.2023
  • Company Overview: Aca produce-Los Angeles, CA
  • In charge of opening and closing food truck, cash handling, stocking, restocking, cleaning.
  • Led daily operations for produce section, ensuring compliance with safety and quality standards.
  • Mentored junior staff in best practices for inventory management and customer service.
  • Optimized ordering procedures to minimize waste and maintain freshness of products.
  • Enhanced workflow efficiency by identifying and addressing operational bottlenecks.
  • Stocked fruits and vegetables and removed old or poor quality products.
  • Maintained high standards of cleanliness throughout the produce department, adhering to all health code regulations for food handling.
  • Assisted customers with price checking fruits and vegetables and finding requested items in department.
  • Enhanced customer satisfaction by providing efficient, friendly service and maintaining a clean, organized produce section.
  • Assisted with weekly inventory counts.
  • Checked product shelves to review for proper price labels and handled price changes when requested by management.
  • Pleasantly greeted customers and provided prompt and courteous service.
  • Assisted in reducing waste by implementing proper rotation techniques for perishable items.
  • Received and unloaded new items upon delivery and checked products for damage and order accuracy.
  • Boosted sales by creating attractive fruit and vegetable displays to entice customers.
  • Completed prep work on pre-packaged vegetables and fruits.
  • Maintained safe, neat, and clean working environment and closely monitored for wet floors or other hazards.
  • Assisted in the training of new produce associates, sharing knowledge and best practices for job success.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Provided exceptional services and pleasant shopping experiences to retail customers.

Assistant Manager Trainee

Power Property Management
01.2010 - 03.2020
  • Company Overview: Power Property Management-Culver City, CA
  • Responsibilities
  • Collect rent, supervise residents, maintain property grounds, order supplies, answer phones, send emails
  • Assisted in daily operations to ensure efficient property management and tenant satisfaction.
  • Manage approximately 10-20 inbound and outbound calls, emails, and faxes per day
  • Managed opening and closing procedures.
  • Improved employee retention rates by cultivating strong relationships with team members and maintaining an open line of communication.
  • Participated in ongoing professional development opportunities to enhance managerial skills continually.
  • Ensured accurate record-keeping through detailed documentation of sales transactions and inventory counts.

Education

Some College (No Degree) - Cosmetology

El Camino College
Torrance, CA

High School - undefined

Cerritos High School
Cerritos, CA
06.2009

Skills

  • Property management
  • Inside sales
  • Customer communications
  • Call center operations
  • Payment processing
  • Appointment setting
  • Problem-solving skills
  • Data entry
  • Typing speed
  • Answering questions
  • Gathering information
  • Quality assurance
  • System documentation
  • Account maintenance
  • Script adherence
  • Call handling

Accomplishments

  • Achieved recognition for continuously meeting/exceeding metrics by completing goals with accuracy and efficiency.

Timeline

Call Center Agent

Alorica
01.2024 - Current

Server/Waiter

Denny's
10.2023 - 01.2025

Server/Cashier

Denny's
06.2023 - 10.2023

Produce Associate

Aca produce
05.2022 - 04.2023

Assistant Manager Trainee

Power Property Management
01.2010 - 03.2020

High School - undefined

Cerritos High School

Some College (No Degree) - Cosmetology

El Camino College

Similar Profiles

CREATE PROFILE
Kyanna Roberts