Customer Service High School

KAITLYN LAYCOAX

***** *. *** **., **** #****, Phoenix, AZ 85024 • 623-***-**** • *************@*****.***

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Summary

A reliable, hardworking and dedicated team player who is attentive to detail and able to work well under pressure. Highly experienced customer service professional. Able to handle a high volume of customer calls in a fast paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Excellent listening skills, as well as oral and written communications. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations. Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary.

Key Qualifications

Five years of military service

60 WPM typing speed

Relationship building customer service

Computer skills, including internet, email and word processing

Organized and productive

Multi-tasking

Communication skills

Excellent work ethic

General business operations

Professional phone etiquette

Ability to adapt and work well under pressure

Positive attitude

Experience

United States Army Reserves, IT Specialist

03/2011 to Present

Work with hundreds of individuals to solve various computer problems, and decipher hardware and software programs. Provide technical support to individuals and other units, troubleshooting and diagnosing issues, further resolving them. Managed computer systems and maintained network functionality, transferred data and configuration of switches and routers. Use of computer consoles and peripheral equipment, computer systems concepts and planning, and testing computer systems. Operate switchboards and respond to helpdesk calls in regards to various computer issues.

Discover Financial Services, Customer Service Representative

11/2012 to 05/2013

Related to hundreds card members in a positive, courteous manner on the telephone and in writing as I resolved card members inquiries and complaints; also serviced existing credit card accounts and promoted products and services to individuals. Excellent organizational, administrative and analytical skills. Proficient in using a Windows-based PC with software and hardware, and receiving e-mails. Good negotiating and persuasive communication skills.

Education

Associate in Arts, Phoenix College: Obtained in December 2015

Phi Theta Kappa Honor Society, graduated with high distinction

Associate in General Studies, Rio Salado College: Obtained in April 2016

Phi Theta Kappa Honor Society, National Society of Leadership and Success, graduated with highest distinction

Bachelor of Science in Psychology, Grand Canyon University: Currently attending

Security + Certification Course:

Army Preparation course for certification, 02/2014

Obtained CompTIA Security + certification

04/2014

High School Diploma, Dysart High School: High School Diploma, 2011

References

Available upon request.

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