Kayla Newton-Willems Email & Phone Number

Reading, Gb

Reading, England, United Kingdom

Provided excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.Served as the Tessitura Merchant Services expert.Worked with our members to project manage their implementation and cutover process to Tessitura Merchant Services.Led diagnosis and troubleshooting efforts on complex and protracted cases.Worked with Development and QA to troubleshoot cases and find resolutions for members.Investigated and escalated defects for all Tessitura Software and Products.Participated in the testing process for new releases for Tessitura Software and Products.Provided regular training to Support Teams and other departments and as needed.Created and updated Knowledgebase articles to ensure that we have the most up-to-date information available to our internal teams.Performed updates to databases in the Hosted environment as needed for Tessitura Members.Worked with Learning documentation teams to develop and maintain product and process documentation.Demonstrated strong customer service skills, initiative, and ability to assume additional duties.Exceptional troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise.Strong project management skills.Knowledgeable in multiple areas of the supporting technology used within the Tessitura environment including: SQL Server Management Studio, API troubleshooting, or credit card processing.Self-motivated. Able to work efficiently in a virtual environment, including learning new topics and functionality.Exceeding monthly ticket target +3 months

Reading, United Kingdom

Provide 2nd line staff and client support by responding to inquiries via ticket systems and email. Own and resolve client requests and ensured transactions processed efficiently by analysing transaction logs. Deploy solutions to complex technical issues and implement solutions to optimise service delivery. Attain key product knowledge to support clients and share information and guidance amongst team members. ● Exceeded Quality Assurance targets for six months.● Developed product knowledge learning material to enhance employee competencies. ● Implemented PayPal payment functions and basic HTML site with a jQuery basket checkout including CSS. Other projects may be discussed.

Reading, Berkshire, United Kingdom

Remotely diagnosing terminal faultsIdentifying processing and funding issuesAssisting with the installation of new pdq machines, virtual terminals and e-commerce sites while safeguarding an excellent initial customer experienceQuickly developing an understanding on the account termination and retentions processesEffectively handling complaints ensuring swift turnaroundNegotiating terms with customersDealing with queries about payments and settlementsAppropriately communicating with customers from a range of trade classesTake end to end ownership of all allocated tasksClosely following internal retention procedures and liaising with the sales force where necessaryMaking sure all customer correspondence is sent out in a timely mannerProviding frequent updates to customers, sales agents and management alike

Reading, United Kingdom

Greeting customers on arrival and directing them to the right assistantSeeing to ongoing customer issues on appointment basisFinding and resolving faults on customer’s accountsRunning diagnostics on phonesProcessing accounts for business customersUpselling customers to higher value tariffsAssigning end of day tasks Using Medallia to keep track of the store’s reviewsTraining new starters on various different systemsRole playing scenarios with new starters before they sit with customersSitting with new starters during their transactions until they are able to work independently Setting daily targets and action plans for underachieving staff

United Kingdom

Fresh calling data (cold)Make outbound calls from Chancellors Group customers and clientsGenerate and book appointments and referrals for Chancellors Group officesMake the maximum number of calls possible in call round sessionsHandle any complaint in line with company policy and escalate complaints to the Customer Services Manager Ensure branch teams and regional managers are briefed on matters that arise where further action is needed Produce monthly commission claims based on completed actions Conduct other administration tasks as directed by the Call Centre Manager or Team Leader

Reading, United Kingdom

Responsibilities:Registering wedding gift lists for customersOpening Debenhams Store Cards (Mastercard)Helping customers with problemsReceiving customer parcels from various couriersFinding customer orders on the shop floor, packing and sending them to their housesTidying and cleaning departments on the shop floorEntering lost propertyLocking up the floor at the end of the dayCashing up tillsSupervisor Key Holder Full Time Responsibilities:Setting up tills to get ready to cash up tills and authorising imbalancesAlways making sure all staff is on task and till point is covered.Finding cover for future shifts and reporting them back to my line manager. Authorising transactions with no receipt and others of the like.Helping other members of staff with customers with difficult situationsAttending service champions meeting in which we talk about instore and online KPI’s and how we are going to reach our targets. We also talk about how we will lead our teams to smash targets and deliver a great service.Signing off Faulty or Damaged stock (FDG)

Reading, United Kingdom

Assisted director by carrying out research and preparation for a shoot;Capturing and editing photographs for websites and social media pagesPromoting companyOne off weddings and birthday events

Gcse, Maths, C

Btec (Level 1), Information Technology, Pass

Gcse, French, B

Gcse, English Language And Literature/Letters, C

Gcse, Music Theory And Composition, B