Customer Experience Support Specialist
Resume:
Ayanna Kelly
Montgomery, AL *****
*************@*****.***
Professional Summary
Motivated and detail-oriented telecommunications professional with experience in customer service, home care, and telephone interviewing. Proven ability to manage diverse responsibilities, including resolving customer issues, scheduling services, and providing compassionate client care. Recognized for excellent communication skills, problem-solving, and organizational abilities. Seeking to leverage my skills to contribute to a dynamic team environment. Authorized to work in the US for any employer
Work Experience
Home Order Taking
SC Contact Center-Montgomery, AL
November 2025 to Present
A high level of computer knowledge navigating through multiple systems and entering information using keyboard function keys while speaking with customers on the phone. taking product orders. Maintaining AHT and call flow.
Telephone Interviewer
GDCC West, LLC-Reno, NV
January 2025 to Present
• Conducted outbound telephone interviews for national and international market research projects.
• Followed standardized scripts to ensure accurate, unbiased, and consistent data collection.
• Verified respondent eligibility and recorded responses into the computer system with attention to detail.
• Maintained confidentiality, professionalism, and productivity in a fast-paced call center environment.
• Met daily and weekly performance goals while adhering to company and client guidelines.
• Assisted in training 3 agents to follow proper profesionalism and record resposes accurately. Seasonal Customer Service Representative
Alorica-Montgomery, AL
March 2025 to April 2025
• Delivered inbound customer support for TurboTax users during peak tax season, assisting with account access, navigation, and product troubleshooting.
• Provided clear, step-by-step guidance while maintaining compliance with IRS and company policies.
• Documented customer interactions accurately and resolved issues efficiently to meet performance metrics.
• Maintained professionalism and patience in a fast-paced, high-volume call center environment.
• Commuicated effectively with supervisors and team members using Slack. Telephone Interviewer
Dynata-Shelton, CT
June 2023 to December 2024
• Conducted outbound telephone surveys to gather consumer opinions and market research data.
• Followed scripts and survey protocols to maintain accuracy, neutrality, and consistency.
• Accurately recorded responses into the system while staying on top with data quality and confidentiality.
• Engaged respondents in a professional, courteous manner to encourage participation and survey completion.
• Met daily and weekly productivity and quality standards in a high-volume call center environment. Recognized as Agent of the Month (January 2024) for exceptional performance. Customer Service Representative
Dialog Direct, Qualfon-San Antonio, TX
June 2022 to May 2023
Started ICSolutions June2022
• Processed 50+ of customer account transactions per day with 100% accuracy.
• Maintained a 95%+ customer satisfaction rating for 6+ months.
• Collaborate with team members and supervisors to handle high volumes of requests efficiently.
• Assisted in training 4 representatives to follow proper account handling procedures. Started 2-10 Homebuyers Warrenty January 2023
• Managed inbound calls for home warranty claims, providing clear guidance and timely support to homeowners.
• Scheduled and coordinated service appointments with contractors and technicians, ensuring efficient assignment of work orders.
• Tracked claim status and followed up with both customers and providers to guarantee timely resolutions.
• Prioritized and organized multiple service requests, reducing delays and improving customer satisfaction.
• Documented claims and scheduling details accurately in the system to maintain compliance and data integrity.
• Collaborated with providers to adjust schedules and accommodate urgent or high-priority service needs.
Home Health Aide/CNA
Park Place Nursing and Rehabilitation-Selma, AL
June 2016 to January 2020
• Provided compassionate patient care, assisting with daily living activities and personal hygiene.
• Monitored and documented patient health, vital signs, and care activities accurately.
• Communicated effectively with patients, families, and healthcare teams to address concerns and provide guidance.
• Assisted with scheduling appointments, medication reminders, and coordinating care to ensure timely treatment.
• Maintained confidentiality and adhered to HIPAA and safety regulations in all interactions.
• Educated patients and families on healthcare routines and post-treatment instructions. Education
Healthcare Administration (Online course)
Calhoun Community College-Remote
February 2026 to Present
Business Management (AAS)
H Councill Trenholm State Technical College-Montgomery, AL January 2021 to Present
High school diploma or GED
Skills
English Active listening and empathy Data entry and accurate record-keeping Time management Communication skills Appointment scheduling and coordinating care Customer service
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