Kailyn Broussard
Patterson
Summary
Dynamic customer experience professional with a proven track record at Alorica, excelling in complaint handling and technical support. Adept at improving billing accuracy and first call resolution rates through effective conflict management and performance tracking. Committed to delivering exceptional service while fostering strong customer relationships.
Professional with strong background in customer engagement and satisfaction. Proven track record in effectively resolving issues and enhancing client experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, problem-solving, and building rapport with clients.
Overview
7
7
years of professional experience
Work History
Customer Experience Agent
Alorica
05.2023 - Current
- Updated accounts with latest personal details and payment information.
- Improved billing accuracy by conducting thorough reviews of invoices and account statements.
- Analyzed payment discrepancies between invoices issued vs received payments, rectifying any errors promptly.
- Worked effectively under pressure to meet tight deadlines, prioritizing tasks according to urgency and importance.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.4
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Utilized tools effectively to track customer interactions, enabling quick access to relevant information when needed.
Technical Support Representative
Empereon-Constar
06.2022 - 04.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed high levels of call flow and responded to technical support needs.
Stocker
Walmart
01.2022 - 04.2022
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided product information.
- Performed inventory control, such as counting, and stocking merchandise.
- Maintained effective team member communication.
- Greeted customers and directed to requested products.
- Contributed to store cleanliness, ensuring aisles were free from clutter and hazards for shopper safety.
Childcare Provider
Tri City Child Care Service
02.2019 - 09.2021
- Developed strong relationships with families, providing regular updates on child progress and establishing trust.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Developed age-appropriate activities and crafts to engage children.
- Maintained clean area by following sanitation protocols, ensuring a healthy environment for all children.
- Utilized positive reinforcement techniques to encourage good behavior.
- Communicated regularly with parents regarding their child''s achievements or concerns while offering guidance on home-based support strategies.
Cashier
X-tra Mart
08.2018 - 01.2019
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Education
GED -
Young Memorial
Skills
- Complaint handling
- Call center experience
- Technical support
- Conflict management
- Billing adjustments and refunds
- Multitasking Abilities
Timeline
Customer Experience Agent
Alorica
05.2023 - Current
Technical Support Representative
Empereon-Constar
06.2022 - 04.2023
Stocker
Walmart
01.2022 - 04.2022
Childcare Provider
Tri City Child Care Service
02.2019 - 09.2021
Cashier
X-tra Mart
08.2018 - 01.2019
GED -
Young Memorial
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