Kaila Smith

*** ******* ***** **.

Duncanville, TX 75116

504-***-****

ad3n1l@r.postjobfree.com (professional)

ad3n1l@r.postjobfree.com (personal)

Objective

Organized and Proficient entry-level candidate seeking full-time employment for both on-location and remote office positions in clerical work and customer service to both enhance and solidify newfound work ethic skills while complying with my employer’s protocols for reinforcement for the present and future success of the company Experience

May 2016 - July 2016

Enriched Schools- 643 Magazine St., Ste. 206, New Orleans, LA. 70130 - Summer Intern/ Clerical Assistant

● Answering, directing, and making phone calls on behalf of the company.

● Sorted and developed a new filing system for efficient record-keeping and feasible retrieval.

● Managing office operations such as office supplies, inventory, and equipment maintenance.

● Maintain the utmost discretion when dealing with confidential paperwork for data entry to continuously update.

● Distributing daily mail.

● Provided clerical support such as composing emails, documents, and faxes.

● Served as a receptionist when guests arrived to either help them find the appropriate person or schedule an appointment.

March 2017- June 2020

Dallas College, Mountain View Campus, W. 4849 Illinois Ave., Dallas, TX 75211 - Work Study/ Student Call Center Associate

● I worked with a team of six other work study students to help develop efficient methods for handling incoming callers queries, including memorizing a script.

● Answered upwards of 40+ calls daily, including helping registered students sign up for classes and meetings with advisory teams.

● Both informed and notified callers about institution knowledge such as on-campus events, hours of availability for advisors, and scheduled holiday breaks, as well as answering overall school-related questions as necessary for both parents and students.

● Often retrieved and updated confidential data information for students recordkeeping. October 2017 - January 2018 (Seasonal) / August 13th, 2020- August 20th, 2023 (Part-Time) Amazon UTX4, 6627 Maple Ave., Dallas, TX 75235

Grocery Picker

● Managing pick-ticket orders

● Labeling and staging items correctly for delivery

● Pulling warehouse products from shelves based on number, size, color, and quantity.

● Operating scanners so that the proper order is picked and inventory is managed accurately.

● Overviewing stock replenishment

● Packed paper bags with groceries to have them shipped off for delivery to satisfied customers’ doorsteps.

● I worked in the freezer, finding dairy, poultry, and produce for customers. April 2018 - May 2018

La Madeleine French Bakery & Cafe, 6430 N. MacArthur Blvd., Irving, TX 75034 Cashier

● Maintain tidy checkout areas.

● Cross-sell specialties while introducing new ones.

● Processing refunds, issuing receipts, and exchanging incorrect or dissatisfied orders.

● Bagging and wrapping purchases to ensure safe transport while making sure customers were satisfied with their ordered meal.

July 2018 - January 2020

FEDEX, 3901 Adler Dr., Dallas, TX 75211

Material Handler

● Unloading 48- to 52-foot trucks

● Scanning and placing returned packages on a conveyor belt to be transferred to designated liquidation businesses.

● Maintained workspace once both unloading and shipment return processing were completed.

December 13th, 2021 - April 16th, 2023

American Specialty Health, 12800 N. Meridian St., Carmel, IN 46032 Customer Service Representative

● Trained to interact in a positive and respectful manner while maintaining cooperative working relationships with internal and external customers’.

● Utilize and summarize defined criteria for member qualification for health management programs.

● Managed time to ensure calls are answered within the required timeframe and follow up with additional inquiries.

● Attend and participate in employee meetings to discuss issues and teamwork among different departments.

● Placed outbound calls to ASH members when requested to identify referral sources.

● Provide accurate answers to member inquiries by following standard policies and procedures.

● Provide administrative support and document management digitally with data entry for member records while also reporting and solving any record discrepancies over the phone.

● Delivering information about premium ASH Fitness and Exercise packages as well as limited-time special offers.

● Advocate for and influence customers to develop effective solutions to ensure member satisfaction with our health management programs.

● Coordinate access to health management coaches when clinical advice or information is necessary to support the member.

● Both schedule and initiate appointments on behalf of health management coaches.

● Collect members' co-payments when necessary.

June 5th 2023 - August 11th 2023 (Seasonal/Remote) PFSWeb, 9250 N. Royal Lane Suite 100. Irving, TX 75063 Birkenstock Customer Service Agent

● Responsible for placing and editing customers orders online as requested over the phone.

●Informing consumers of updates about package arrivals via UPS

● Creating return labels

● Filing Lost Package Claims as requested on behalf of both the customer and manager via UPS.

● Overviewing customers’ case statuses for the manager’s signature, such as inputting requests for reimbursement approval within the 30-day return policy and late package arrivals.

● Routinely update customers’ case profiles and review previous notes detailing the initial reason for their call in Salesforce.

● Giving customers redirectives for specifications on the company’s FAQs, such as return instructions and shipping policies, exchanges, order status, preferred payment methods, and processing of reimbursement.

● Tracking orders via UPS, IBM, and Signify.

● Providing solutions for customers concerns about change of interest for returns, exchanges, and shoe repair assistance

● Answering consumers questions and concerns pertaining to first-time member benefits when joining, general product and retail inquiries, as well as sizing and fitting knowledge.

● Following procedures for customer escalation along with taking ownership of difficult cases.

October 24th 2023 - December 8th 2023 (Full Time/Remote) Concentrix CVG Customer Management Group Inc., 8000 BayMeadows Way, Jacksonville, FL, 32256

● Answering inbound calls through two omnichannel cloud contact centers.

● Complete the HIPAA verification process before adhering to the member’s request.

● Schedule rides for the elderly from their residence to their destination within a 50-mile commute via one-way trip, round-trip trip, or multi-leg trip.

● Verify appointments and members' information through SafeRide while ensuring recommended pick-up time, ETA, and type of transportation for commutes via Uber or Lyft.

● Confirm the member’s profile upon and after arrival at the destination as a mobility requirement for safety precautions and for the company’s further improvement.

● Transfer members to other recommended lines of transportation services in the area if cancellation or rescheduling is to ensue.

● Update previous notes for members for confirmation purposes as well as reminders for drivers upon arrival when picking up members from their destination. Education

Joseph S. Clark Preparatory High School, 1301 N. Derbigny St., New Orleans, LA 70116 High School Diploma, Summer, May 2016

Dallas College, Mountain View Campus, W. Illinois Ave, Dallas, TX 75211 Associates Of Arts Degree in General Studies, Spring, May 2021 Level I Certificate in Business Administration Human Resources, Winter, December 2022 WorkReadyU Program for Medical Billing, Certification TBA, Summer 2023 Knowledge & Skills

● Google Docs

● Google Slides

● Microsoft Word 2016

● Microsoft Excel 2016

● Salesforce

● IBM

● UPS

● Amazon Connect

● Basics of Reimbursement Processing

● Basics of Tracking Orders

● Genesys Omnichannel

● Maestro 8

● Avaya, One-X Agent

● Microsoft Edge

● SafeRide

● Equipment Savvy

● Relaying the company’s Inquiry guidelines in layman’s terms

● Detail-Oriented

● Team-Oriented

● Diligent and Precise

● Well-Organized

● Problem Solver

● Adaptability

● Dependable

● Active Listener, communicative, and reciprocal

** For Further Interest in Position Opportunities, my days and hours of availability are specified below (you may also provide emails during these hours as well): Mondays through Fridays

● 8:30 a.m. to 2:30 p.m. and 4:30 p.m. to 5:30 p.m. Saturdays

● 9:30 a.m. to 5:30 p.m.

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