Kayla Powers Email & Phone Number

Melbourne, Florida, United States

Contributing to the operational success of the team by creating training materials, delivering agent training + helpdesk support, and developing macros to enhance communication and efficiency. I also conducted QA call calibrations to ensure agents met client standards, working closely with clients to address their business needs. Actively participating in meetings, providing valuable feedback and process improvements, all of which played a crucial role in improving client satisfaction and our team’s success.

Currently managing customer cases, processing warranty claims and replacement orders, and collaborating with internal teams to resolve issues and ensure customer satisfaction. I coordinated with various departments, tracked claims, and communicated effectively with customers to deliver timely solutions while improving internal processes for greater efficiency.

Addressed and resolved customer technical issues by providing in-depth product knowledge and guiding customers through comprehensive troubleshooting steps. My role involved diagnosing problems, explaining technical details in a clear and accessible manner, and ensuring all necessary actions were taken to fully resolve the issue.

Responsible for managing three social media channels using Oracle Social Cloud web based application (Facebook, Facebook Canada, and Twitter) handling corporate-level complaints and escalations. I provided timely, professional written responses both publicly and privately, ensuring alignment with company policies and maintaining a positive brand image.

I worked as a Chat/Email Specialist for the following clients: Dicks Sporting Goods GNC iRobotBelk PBC Ace Hardware

Associate Of Science - As, Computer Programming

Culinary Arts/Chef Training