Customer Service Call Center

Kayla Gibbons

Charlotte, NC *****

Professional Summary

Results-driven customer service professional with over 3 years of experience in fast-paced environments including inbound call centers, retail, and e-commerce support.

Highly skilled in managing large volumes of calls, emails, and chat communications while maintaining exceptional customer satisfaction scores.

Demonstrated ability to resolve complex customer issues, upsell services when appropriate, and create lasting customer relationships through empathy and attention to detail.

Proven leadership experience in training, supervising, and mentoring staff to improve performance and enhance service delivery.

Adaptable team player with excellent time management, conflict resolution, and multitasking abilities, proficient in using CRM tools, POS systems, and communication platforms.

Education

Garinger High School – Charlotte, NC

High School Diploma

Professional Skills

Inbound & Outbound Call Handling

High-Volume Call Center Experience

Live Chat & Email Support

Conflict Resolution & De-escalation

Customer Satisfaction & Retention

Microsoft Office & CRM Systems

Order Processing & Product Knowledge

POS Operation & Cash Handling

Team Leadership & Training

Problem Solving & Decision Making

Multitasking in Fast-Paced Environments

Effective Verbal & Written Communication

Professional Experience

NexRep (Contract) - Charlotte, NC Nov 2024 – May 2025

Call Center Representative

Handled inbound phone calls, emails, and live chats, assisting customers with questions about orders, billing, shipping, and account access.

Responded to customer concerns in a courteous and professional manner, ensuring timely resolution and conducting follow-ups to confirm satisfaction.

Utilized internal knowledge bases, CRM tools, and product databases to deliver accurate and efficient support.

Maintained detailed call logs and documented all customer interactions in compliance with company policies.

Achieved and consistently exceeded performance targets related to customer satisfaction, average handling time, and first-contact resolution.

Food Lion – Charlotte, NC March 2024 – August 2024

Customer Service Associate

Managed daily operations of the customer service desk, overseeing a team of front-line associates while providing hands-on support in resolving customer issues and concerns.

Handled escalated customer interactions, processed returns and exchanges, and ensured all transactions complied with company policies and procedures.

Monitored staff performance and implemented service strategies to improve speed, efficiency, and overall customer experience.

Trained new employees on customer service standards, POS systems, conflict resolution techniques, and store protocols.

Collaborated with store management to analyze service feedback and make recommendations for operational improvements.

Convergys (Inbound Call Center) – Charlotte, NC January 2023 – December 2023

Customer Service Representative

Handled over 90+ inbound calls daily in a high-volume call center, assisting customers with billing, technical support, service changes, and account troubleshooting.

Maintained strong product knowledge and remained updated on policy changes to provide accurate, helpful information to callers.

Followed detailed scripts and company guidelines to ensure each interaction met compliance and quality assurance standards.

Worked closely with team leaders and quality assurance analysts to improve call efficiency, first-call resolution rates, and customer satisfaction.

De-escalated frustrated callers by demonstrating patience, empathy, and problem-solving to turn negative experiences into positive outcomes.

7-Eleven – Charlotte, NC February 2022 – March 2022

Cashier / Customer Service Associate

Operated cash register, processed various forms of payment, and maintained an organized checkout area during busy shifts.

Delivered fast, friendly customer service, addressing concerns or questions about pricing, products, or promotions.

Ensured cleanliness of the store, assisted in food preparation, and restocked merchandise throughout shifts.

Balanced cash drawers at the end of each shift and prepared daily sales reports in accordance with company procedures.

Resolved minor customer disputes, providing store credits or refunds within company limits when appropriate.

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