Customer Service Help Desk

Kylondria Thomas

Location / Time Zone – Vallejo, CA/ PST (Comfortable with onsite role)

Interview Availability – 24 Hour Notice

Start Availability - She can start ASAP once after completion of required background checks.

Suppliers Notes –

Kylondria Thomas is an Experienced and results driven Service Professional with Hands on experience working in retail banking industry.

Experienced in addressing and assisting customer issues through Inbound calls, Email, Chat

Proven track record of accurately handling cash, managing daily reconciliations, and promoting bank products.

Adept at building rapport with customers, ensuring their banking needs are met, and maintaining a secure and organized work environment.

Strong communication skills and a commitment to upholding the highest standards of professionalism and integrity.

Proven ability to build strong client relationships, resolve inquiries, and provide tailored financial solutions.

Adept at adhering to compliance standards and utilizing advanced banking software

Skills:

Customer Service

Cash Register

Cash Handling

Technical Help Desk

Filing/Proofreading

Scheduling

Computer Programs

Shipping/Receiving

Heavy Multiple Phones

Typing 40 wpm

10 Key 6000 spm

Inventory

Professional Experience:

Trinity/Aramark- Fairfield, CA

Food Service Worker

• Adhere to and maintain preparation and production guidelines according to Aramark standards by reviewing and approving production and temperature logs.

• Supervise inmates in food preparation and tray assembly.

• Ensure timely, efficient meal service and all Aramark guidelines are being met.

• Participate in preparation and serving of meals

• Prints and distribute recipes.

• Direct inmates in the use of Aramark recipes and train on proper cooking procedures.

• Ensure proper portions and any special dietary requirements are fulfilled.

• Obtain accurate daily population counts and review with staff.

• Adhere to security policies and procedures. Ensure storage areas are locked at all times.

• Ensure that all kitchen tools and equipment are returned to their designated secure area. Ensure all keys are returned and secured.

• Determines work procedures, prepares work schedules and sanitation schedules while ensuring that cooks, inmates and/or food service workers adhere to the assigned schedule.

• Assist in conducting inventory, properly receiving, and storing food and food related items. Requisition orders as needed for approval.

• Participates in the preparation/5 P’s (Participation, Pulls, Production, Portion Control, and Postproduction), storage and assembly of meals and food items.

• Follows the Company’s Standard of Operation for food handling and storage. Follows HACCP policies and procedures regarding proper food handling procedures.

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Kaiser Permanente - Vallejo, CA Dec 2013- Jul 2023

Service Representative/Manager

Develop objectives for the call center’s day-to-day activities

Answer and manage inbound calls, follow scripts, have active listening skills, follow HIPPA rules, have a great verbal communication skill, type, communicate and several tasks requested by my manager.

Work with management in a labor, management partnership to resolve issues.

Create ideas to improve morale within my team, self-motivated team player, reliable and responsible

Conduct effective resource planning to maximize the productivity of resources

(people, technology etc.)

Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

Assume responsibility of budgeting and tracking expenses

Hire, coach and provide training to personnel to maintain high customer service standards

Monitor and improve ordering, telephone handling and other procedures

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Prepare reports for different departments or upper management

Bank of America, July 2013-Dec 2013

Technical Help Desk

Assisting business clients with online services for Bank of America

Handles a high volume of calls

Responds to queries

Runs diagnostic programs

Isolates problems and determine and implement solutions

Wells Fargo Bank Dec 2010-Aug 2013

Client Service Advisor

Handled a high volume of fraud calls and claims

Answered inquiries by clarifying desired information

Completing transactions, forwarding requests

Sells additional products and services by recognizing opportunities to up-

sell accounts and other Wells Fargo products

Explaining new features and benefits of products and services

Updates job knowledge by participating in educational opportunities

Syndero May 2008-Oct 2009

Customer Service Representative

Handles a high volume of calls

Promoted, sold and secured orders from existing and prospective customers through a relationship-based approach

Researched sources for developing prospective customers and for information to determine their potential

Provided website navigation assistance

Comcast July 2003-Nov 2007

Customer Service Representative/ Dispatcher

Answer phones and respond to customer requests

Sell product and place customer orders in computer system

Provide customers with product and service information

Upsell products and services

Transfer customer calls to appropriate staff

Identify, research, and resolve customer issues using the computer system

Follow up on customer inquiries not immediately resolved

Call logs and reports

Research billing issues

Research misapplied payments

Recognize, document and alert the supervisor of trends in customer calls

Recommend process improvements

Assisted technicians with making it to their scheduled jobs on time

Contact this candidate