Summary
Overview
Work History
Education
Skills
Timeline
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Kyla Rogers

Gurnee

Summary

Knowledgeable and dedicated customer service professional with extensive experience online retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Package Handler

Amazon Fulfillment Center
06.2023 - Current
  • Verify correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
  • Perform using hand-held scanners and physical logs to accurately track item movements.
  • Follow verbal and written instructions to properly move and ship products successfully with tight deadlines.
  • Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Assembled, sealed, and loaded packages into correct trucks.
  • Collaborated with other package handlers to provide prompt and accurate delivery of orders.
  • Stored and secured packages in designated areas to prevent damage and theft.
  • Prepared pallets of boxes for easy transportation between customer and storage locations.
  • Loaded package containers onto forklifts and transported into packaging areas.
  • Maintained accurate records of incoming and outgoing packages and shipments for future reference.
  • Loaded and unloaded materials onto and off of trucks for fast shipment.
  • Unpacked and repacked items in different quantities and configurations for shipment.
  • Assisted in receiving, stocking and distribution of merchandise.

Patient Transporter

Froedtert Kenosha Center
02.2023 - 06.2023
  • Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
  • Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
  • Assisted with discharge process by escorting patients with belongings to leave facility safely and comfortably.
  • Collaborated with CNAs, nurses, and physicians to maintain stability during transport and facilitate event-free transport.
  • Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
  • Assisted patients in using oxygen tanks and other medical equipment to manage smooth transition from hospital to designated location.
  • Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Communicated with patients, family members and healthcare staff to coordinate transportation schedules.
  • Maintained accurate and detailed records of patient transportation to enable tracking history and report to management.

Seasonal Customer Service Representative

AW Companies
12.2022 - 02.2023
  • Complete after-call information and data entry to the system.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Seasonal Customer Service Representative

VFC Corporation
09.2022 - 12.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Maintained and managed customer files and databases.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Security Officer

Allied Universal Security Services
12.2020 - 09.2022
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Conducted regular patrols of key areas to spot and control security concerns.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Reported suspicious activities and persons to law enforcement.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Checked and verified photo identification prior to granting facility access.
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
  • Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
  • Monitored CCTV cameras and alarm systems for security breaches.

Package Handler/ Delivery Driver

Amazon
01.2019 - 12.2020
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Verified daily deliveries against shipping instructions before delivering to customers.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Maintained clean driving record and observed relevant traffic laws to reduce risks.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Lifted, lowered, and carried packages typically weighing 10 pounds throughout regular course of delivery.
  • Utilized GPS to plan delivery routes with focus on efficiency and deadline management.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Left notifications of attempted deliveries for packages requiring signatures, alerting recipients of scheduled future attempts or store location holding package for pick-up.
  • Handled packages carefully, observing indications on packaging of fragile contents and contents sensitive to variations in spatial orientation, keeping from turning upside-down.
  • Assessed customer drop-off locations to identify safest areas to leave packages, hiding packages behind pillars, beside furniture, or beneath doormats to prevent theft.
  • Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.

Shift Lead

Jersey Mike’s
09.2017 - 01.2019
  • Completed store opening and closing procedures and balanced tills.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Responded to and resolved customer questions and concerns.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Helped store management meet standards of service and quality in daily operations.
  • Maintained safe working environment by observing safety procedures, policies and regulations.
  • Enforced company policies and regulations with employees.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Completed cash and credit card transactions accurately using POS software.
  • Managed inventory and ordered supplies to keep location well stocked with necessary supplies.

Education

No Degree - Nursing

Hertzing University
Kenosha, WI

Skills

  • Shipping and Receiving
  • Transportation and Logistics
  • Materials Storage
  • Team Meetings
  • Customer Inquiry Response
  • Customer Account Management
  • Documenting Calls
  • Microsoft Office
  • Sales and Upselling
  • Livechat Messaging
  • Document and Records Management
  • POS Transactions

Timeline

Package Handler

Amazon Fulfillment Center
06.2023 - Current

Patient Transporter

Froedtert Kenosha Center
02.2023 - 06.2023

Seasonal Customer Service Representative

AW Companies
12.2022 - 02.2023

Seasonal Customer Service Representative

VFC Corporation
09.2022 - 12.2022

Security Officer

Allied Universal Security Services
12.2020 - 09.2022

Package Handler/ Delivery Driver

Amazon
01.2019 - 12.2020

Shift Lead

Jersey Mike’s
09.2017 - 01.2019

No Degree - Nursing

Hertzing University

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Kyla Rogers