Kaylee Gurley
Herrin,IL
Summary
Dynamic Customer Service Supervisor with over 1.5 years of experience leading a high-performing team of 17 to achieve collective goals. Proven track record in developmental support as a PCC Developmental Specialist for one year, complemented by experience as a PWI Customer Advocate Specialist and PWI Coordinator. Previously excelled as a Customer Advocate Specialist at PTC for nearly four years, demonstrating a commitment to enhancing customer satisfaction and team performance. A hands-on trainer dedicated to fostering an environment of growth and excellence for both the company and its employees.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
HCSC
Marion, IL
05.2023 - Current
- Brought forth excellent time management and multitasking skills.
- Enthusiastically performed tasks that were outside of my job description.
- Participated in staff and team meetings and offered a positive presence and outlook.
- Exhibited excellent discretion and judgment.
- Consistently communicated in a lucid and effective manner.
- Helped to train and mentor new hires.
- Helped to train new employees when needed.
- Helped managers train incoming staff.
- Fostered a welcoming and positive learning environment.
- Collaborated with other faculty members to connect curriculum and deepen the level of learning taking place.
- Monitored key performance indicators, driving accountability among team members.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Reduced employee turnover by creating supportive and engaging work environment.
- Implemented customer feedback surveys to gather insights, leading to strategic improvements.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
- Enhanced communication skills of team members, providing advanced training and workshops.
- Coordinated with other departments to ensure seamless customer experience.
- Developed knowledge base for customer service reps, reducing resolution time.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
- Fostered culture of continuous improvement, encouraging team members to suggest innovative solutions.
- Achieved significant improvement in team performance through targeted coaching and development plans.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Streamlined call handling processes to improve response time and efficiency.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Completed bi-weekly payroll for 17 employees.
PWI Customer Advocate Specialist
HCSC
Marion. IL
03.2022 - 05.2023
- Worked well independently and on a team to solve problems.
- Served as a friendly, hardworking, and punctual employee.
- Organized and prioritized work to complete assignments in a timely, efficient manner.
- Assisted with recruitment and training of new employees, while also monitoring the productivity of current employees.
- Brought forth excellent time management and multitasking skills.
- Enthusiastically performed tasks that were outside of my job description.
- Participated in staff and team meetings and offered a positive presence and outlook.
- Exhibited excellent discretion and judgment.
- Consistently communicated in a lucid and effective manner.
- Helped to train and mentor new hires.
- Helped to train new employees when needed.
- Helped managers train incoming staff.
- Fostered a welcoming and positive learning environment.
- Collaborated with other faculty members to connect curriculum and deepen the level of learning taking place.
Customer Advocate Specialist
HCSC, Marion
Marion, IL
02.2019 - 09.2021
- Served as a friendly, hardworking, and punctual employee.
- Organized and prioritized work to complete assignments in a timely, efficient manner.
- Brought forth excellent time management and multitasking skills.
- Provided professional support for phone inquiries.
- Adjusted reserves throughout the claim process to reflect changes.
Pharmacy Technician
Walmart Pharmacy, Marion
Marion, IL
07.2014 - 06.2017
- Worked well independently and on a team to solve problems.
- Served as a friendly, hardworking, and punctual employee.
- Provided superior customer service to clients by addressing all questions and concerns.
- Worked to promote an error free and productive Pharmacy department.
- Worked to promote a smooth-running Pharmacy department.
- Brought forth a strong attention to detail and the ability to work with complex systems.
- Maintained inventory and scheduled maintenance checks and repairs.
- Kept accurate and legible production records.
Education
Some College (No Degree) - Business Management
University of Phoenix
Arizona City, AZSome College (No Degree) - Carterville Business
John A Logan College
Carterville, ILSkills
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
- Customer Service
Accomplishments
Data-Driven Decision Making Badge
Organizational Leadership
Reflective Decision Maker
Reflective Problem Solver
Strategic Problem Solver
Timeline
Customer Service Supervisor
HCSC
05.2023 - Current
PWI Customer Advocate Specialist
HCSC
03.2022 - 05.2023
Customer Advocate Specialist
HCSC, Marion
02.2019 - 09.2021
Pharmacy Technician
Walmart Pharmacy, Marion
07.2014 - 06.2017
Some College (No Degree) - Business Management
University of Phoenix
Some College (No Degree) - Carterville Business
John A Logan College