Kylie Cecil

Social Media Analyst, Social Media Platforming Advisor, Content Creator and Curator, Communications, Goal-Achiever, Fast-Paced Enthusiast, Customer Service Skills (13 years experience), Novelist, Author, etc.

PARADYM, KNOXVILLE, TN Success Coach (Support and Technical Support) Full-Time and Part-Time August 2016 - Present Start Pay: $12.75 Rate of Pay: $16.62 Reason for Pending Leave: Laid off 4/30/24 O Educating Real Estate Agents using the online marketing program to help in boosting their visibility of their online presence, assisting them in marketing themselves and their listings while also providing basic computer support in it's software, the browsers, and a portion of MAC support and it's browser Safari. O Providing tips and strategies in order to boost their visibility and assisting in pursuing their marketing efforts and providing suggestions in appropriate situations. O Providing basic support and troubleshooting for computers when it is affecting the usage of a particular program. O Provide one hour training sessions for educational purposes depending on each clients specific needs and limitations. Excelled experience with maintaining patience for customers whom are technologically challenged, slow or confused. Excelled in providing customers with ensuring they completely understand. O Previous experience in playing the temporary role in filling the administration position while the company searched for a new candidate and trained them. Made and received phone calls regarding applicants of the company, providing information regarding their monthly memberships and pricing, taking payments over the phone and when necessary, cancellations of the product and service. (I did not wish to take on this role permanently.) O Experience in creating Zoom screen captured educational videos on how to set up their accounts, what each item inside their account means, and providing step by step instruction on the previously noted. These videos include their settings page, dashboard, their visual tours of their listings page, how to create and/or edit them. ADT SECURITY, KNOXVILLE, TN Customer Service Agent Full-Time December 2015 - April 2016 Rate of Pay: $11.56 Reason for Leaving: I left this job in order to take care of a family issue. The circumstances have changed and was then in a position where I'd like to reenter the workforce. O Provide advice to help prevent further issues. O Recommend improvements on the product, to have battery replacements, order yard signs, and any type of online assistance. O Keep records of customer transactions or interactions, recording details of inquiries, complaints, or comments, as well as actions taken. O Confer with customers by telephone to provide information about products and services, set up repairs and installations, recording complaints, provide any additional customer support with the product and associated services. O Collect payments with credit/debit card information for billing. O Scheduling maintenance repairs, including battery installation, installation of new equipment or add-ons. O Contacting the customers' local authorities to report a break in, to report a false alarm after obtaining proper authorization, and filling out reports regarding break ins to forward to the corporate office for further investigation. SITEL, KNOXVILLE, TN Customer Service Agent in Tier 3 Support Full-Time April 2012 - October 2015 Start Pay: $8.00 Rate of Pay: $10.25 Reason for Leaving: HTC (Campaign licensed under Sitel) outsourced their technical support resulting in the HTC department and all of it's US employees being laid off. O Refer unresolved customer grievances to designate departments for further investigation. O Provide advice to help prevent any future issues. O Recommend improvements on the product, to ship a package for warranty, service and ways to save money. O Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. O Check to ensure that appropriate changes were made to resolve customers' problems. O Confer with customers by telephone to provide information about products and services, set up swaps and repairs, recording complaints, provide additional support with the product and associated software. O Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments as well as to provide promotional offers to coupon codes for poor experience. O Provide troubleshooting on escalated issues, determining the issue and it's cause, providing resolutions to their complaints, or any additional services. O Refining policies, and procedures. Creating documents of detailed instructions for new hires, with demonstrations and examples. PILOT, ROCKY TOP, TN Cashier and Sales Representative , Full-Time September 2011 - March 2012 Rate of Pay: $7.25 Reason for Leaving: Better Job Opportunities O Greet customers and confirm what each customer wants or needs. Confirm everything is correct, and if they require any additional services or assistance. O Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Describe merchandise, educate them on promotions and deals. O Compute sales prices, total purchases and receive and process cash or credit card payments. Provide any information to tourists as well as directions and recommendations. O Watch for and recognize security risks and thefts, and know how to prevent or handle these situations. O Exchange merchandise for customers and accept returns. Inventory stock and requisition new stock. Clean shelves, counters, and tables. Answer questions regarding the store and its merchandise. O Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits. Education CAMPBELL COUNTY COMPREHENSIVE HIGH SCHOOL, LAFOLLETTE, TN High School Diploma, May 2010 US CAREER INSTITUTE, ONLINE Course: Dental Assistant Graduated: GPA 3.7 (92 - A) Roane State Community College, East TN Some College Additional Skills O Knowledge of operating computers, Android and Windows based smart phones. Experienced use with Microsoft Outlook, Remote Assistance software (Zoom, in addition), problem solving skills, maintaining patience in a fast paced and stressful environment, defusing angry customers, and can empathize with customers who are experiencing a difficult time. Excel in patience with elderly, slow or confused customers and provide additional time, when required, to resolve their issues or educate them on products or processes. O Prior experience using a cash register, providing assistance with finding products, recommending products. Cleaning the sales floor, merchandise, store parking lot, gas pumps, and culinary equipment. Working in a fast paced environment, being empathetic with customers, remain patience in difficult situations, and stocking the retail floor. Keeping the environment sanitary and tidy.