Kalylan Willett
Fayetteville
Summary
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.
Overview
16
16
years of professional experience
2009
2009
years of post-secondary education
Work History
Csr
Foundever
Fayetteville
05.2024 - 09.2025
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving skills.
- Maintained accurate records of customer interactions using CRM software.
- And collections for my first 6 months
CSR
Galls Uniforms
Lexington
01.2024 - 04.2024
- Assisted customers with product inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Maintained accurate records of customer interactions and transactions.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
Delivery Driver
A Austin enterprises sp for dhl Express
Lexington
10.2023 - 01.2024
- Delivered packages efficiently to various locations within designated routes.
- Maintained accurate records of deliveries and pickups for tracking purposes.
- Inspected vehicles daily to ensure safety and operational readiness.
- Loaded and unloaded packages while adhering to safety protocols.
- Assisted customers with inquiries regarding delivery status and services offered.
- Followed all local traffic laws to ensure safe driving practices during deliveries.
- Collaborated with team members to optimize delivery routes and reduce delays.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
Delivery Driver
Loaded up LLC Amazon
Lexington
07.2023 - 10.2023
- Delivered packages efficiently to various locations within designated routes.
- Maintained accurate records of deliveries and pickups for tracking purposes.
- Inspected vehicles daily to ensure safety and operational readiness.
- Loaded and unloaded packages while adhering to safety protocols.
- Communicated with dispatch to confirm delivery schedules and route changes.
- Assisted customers with inquiries regarding delivery status and services offered.
- Followed all local traffic laws to ensure safe driving practices during deliveries.
- Collaborated with team members to optimize delivery routes and reduce delays.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Transported and safely delivered items to prevent damage or loss.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
Assembly Line Worker
Webasto
Lexington
01.2023 - 07.2023
- Operated assembly line machinery for efficient production of automotive components.
- Inspected products for quality and adherence to company standards.
- Assembled parts according to specifications and production schedules.
- Maintained a clean and organized work area to ensure safety compliance.
- Trained new employees on assembly procedures and safety protocols.
- Troubleshot minor equipment issues to minimize downtime in production.
- Followed safety guidelines to prevent accidents and ensure workplace safety.
- Worked quickly and efficiently while maintaining high standards of quality control.
- Ensured work areas were kept clean and organized at all times.
- Followed standard operating procedures while performing tasks on the assembly line.
- Recognized defective material and reported issues to management.
- Assembled component parts of items and completed hand-finishing of final products.
- Verified accuracy of assembled parts before moving them down the line for further processing.
- Completed accurate assembly work by positioning and aligning components.
Customer Service Cashier
Walmart
Lexington
09.2019 - 01.2023
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided excellent service.
- Maintained a clean and organized checkout area for optimal customer experience.
- Handled cash, credit, and electronic payments securely during transactions.
- Resolved customer complaints promptly while ensuring satisfaction with service.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Educated customers about promotions and special offers to enhance sales opportunities.
- Supported inventory management by restocking shelves as needed throughout the day.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Balanced cash drawers at the end of each shift.
- Complied with all health and safety regulations while performing job duties.
- Informed customers of in-store promotions or pricing specials.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Assisted customers with locating merchandise within the store.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Recommended, selected, located, and obtained products to meet customer needs.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
CSR
Maximus Call Center
Lexington
09.2021 - 10.2022
- Assisted customers with product inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to enhance service delivery quality.
- Utilized customer relationship management software for data entry and tracking.
- Educated customers about products, services, and promotions available.
- Managed multi-channel communication including phone, email, and chat support.
- Provided feedback to management on service improvements and customer needs.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Followed up with customers to ensure their satisfaction.
- Participated in team meetings or training sessions when necessary.
- Processed orders, forms, applications, and requests.
- Adhered to company's established protocols for handling confidential data.
- Educated customers on special pricing opportunities and company offerings.
- Performed account maintenance activities such as updating client information in databases.
- Consulted with customers regarding needs and addressed concerns.
- Documented all conversations with customers in CRM software according to company standards.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated job knowledge by participating in educational opportunities.
- Ensured compliance with applicable laws and regulations for provision of services.
- Gathered feedback from customers regarding products and services.
- Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
Customer Service Cashier
Meijer
Lexington
08.2021 - 10.2022
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided excellent service.
- Maintained a clean and organized checkout area for optimal customer experience.
- Handled cash, credit, and electronic payments securely during transactions.
- Resolved customer complaints promptly while ensuring satisfaction with service.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Educated customers about promotions and special offers to enhance sales opportunities.
- Supported inventory management by restocking shelves as needed throughout the day.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Balanced cash drawers at the end of each shift.
Customer Service Cashier
Kroger
Lexington
09.2020 - 08.2021
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided excellent service.
- Maintained a clean and organized checkout area for optimal customer experience.
- Handled cash, credit, and electronic payments securely during transactions.
- Resolved customer complaints promptly while ensuring satisfaction with service.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Educated customers about promotions and special offers to enhance sales opportunities.
- Supported inventory management by restocking shelves as needed throughout the day.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Collected credit card and cash payments to complete transactions for customer orders.
- Operated cash registers to process payments for goods and services.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Balanced cash drawers at the end of each shift.
- Complied with all health and safety regulations while performing job duties.
- Informed customers of in-store promotions or pricing specials.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Assisted customers with locating merchandise within the store.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
Delivery Driver
Domino's Pizza
Lexington
04.2020 - 04.2021
- Delivered packages efficiently to various locations within designated routes.
- Maintained accurate records of deliveries and pickups for tracking purposes.
- Inspected vehicles daily to ensure safety and operational readiness.
- Communicated with dispatch to confirm delivery schedules and route changes.
- Loaded and unloaded packages while adhering to safety protocols.
- Assisted customers with inquiries regarding delivery status and services offered.
- Followed all local traffic laws to ensure safe driving practices during deliveries.
- Collaborated with team members to optimize delivery routes and reduce delays.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Transported and safely delivered items to prevent damage or loss.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Navigated routes with relevant map programs and GPS systems.
- Received daily delivery instructions and route assignments from dispatch.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
Assistant Property Manager
Pine ridge apartments
Hallandale
01.2016 - 09.2019
- Assisted property manager with tenant inquiries and lease agreements.
- Coordinated maintenance requests and ensured timely resolution of issues.
- Managed property inspections and documented conditions for compliance reports.
- Developed marketing materials to attract potential tenants and enhance visibility.
- Organized tenant events to foster community engagement and relationships.
- Maintained accurate records of rental payments and lease documentation.
- Supported budget preparation by tracking expenses and managing vendor contracts.
- Collaborated with team members on property improvement projects and initiatives.
- Provided administrative support for the property manager including filing, typing correspondence, answering phone calls and scheduling meetings.
- Handled complaints from tenants regarding maintenance issues and resolved them promptly.
- Maintained accurate records of all transactions involving tenants' accounts including rent payments and late fees.
- Handled resident complaints and expedited maintenance requests.
- Collected monthly assessments, rental fees, deposits and payments.
- Collected first month's rent along with security deposit prior to move-in date.
- Created tenant files, maintained records of rental payments, and tracked lease agreements.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Kept records of correspondence with residents and tenants.
- Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
- Reviewed existing lease documents making sure that they are up to date and compliant with local laws.
- Conducted tours of vacancies with prospective tenants.
- Processed applications received from prospective tenants verifying credit history, employment status.
- Explained policies and procedures to tenants and enforced rules.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Checked rental eligibility by following company's verification process.
- Initiated eviction proceedings when necessary according to state law guidelines.
- Prepared monthly financial reports for review by the property manager.
- Conducted regular inspections of properties to identify any needed repairs or improvements.
- Handled security deposit refunds.
- Oversaw daily operations, maintenance, and administration of various properties.
- Reviewed completed applications and assessed household information against file history and program regulations.
- Escalated critical issues to property manager to promote immediate resolution.
- Interacted with potential renters during showings providing information about the property features.
- Checked common areas regularly to keep neat, clean and free of debris.
- Coordinated general maintenance and repairs to keep facilities operational and attractive.
- Advertised vacancies through various media outlets such as newspapers, websites, social media platforms.
- Ensured compliance with all applicable laws related to fair housing practices.
Warehouse Worker
Amazon
Lexington
06.2018 - 08.2019
- Operated forklifts to move materials and products within the warehouse.
- Sorted and organized inventory to ensure efficient retrieval and storage.
- Loaded and unloaded delivery trucks, ensuring safe handling of goods.
- Conducted regular inventory checks to maintain accurate stock levels.
- Collaborated with team members to improve workflow and safety practices.
- Maintained cleanliness and organization of work areas for safety compliance.
- Assisted in training new employees on warehouse processes and equipment use.
- Utilized warehouse management systems to track shipments and inventory levels.
- Prepared and completed warehouse orders for delivery or pickup according to schedule.
- Used pallet jacks to move items to and from warehouse locations.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Packaged items carefully using protective materials like bubble wrap or foam sheets.
- Organized warehouse space for efficient storage of products.
- Loaded and unloaded trucks with hand-trucks, pallet jacks, and forklifts.
- Staged and sorted multiple types of products for loading.
- Operated scanners, computers, and other equipment to track orders.
- Preserved safe work environment by maintaining clean workstations and pallet area.
- Followed established guidelines for picking orders accurately.
- Assembled orders according to customer requests.
- Received and tracked incoming inventory shipments.
- Ensured safety protocols were followed at all times while operating machinery.
- Inspected damaged goods prior to disposal or return to vendor.
- Maintained stock levels in accordance with company policies.
- Performed cycle counts to maintain accurate inventory records.
- Investigated any reported problems regarding shipping errors or damages.
- Identified discrepancies between physical count and computer data.
- Collaborated closely with other departments on special projects as needed.
- Provided assistance in loading and unloading containers from ships and trains.
- Processed returns of defective merchandise as required.
- Monitored temperature and humidity levels in warehouse.
- Verified accuracy of incoming shipments against purchase orders.
- Maintained accurate inventory records using computerized tracking systems.
- Packed boxes and stock using organizational guidelines.
- Counted number of boxes or units in loading docks to confirm proper completion of work orders.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Tagged and wrote identifying information on containers, boxes and cargo.
- Used scanners to track parcel information, condition or receipt.
- Protected items by wrapping in cling film, padded moving blankets and tape.
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Operated large vehicles, forklifts and pallet jacks to transport multiple freight loads.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Coordinated cargo unloading with other workers to achieve efficient and safe transportation.
- Used digital database to keep records of units and stock moved.
Call Center Representative
Conduent
Lexington
12.2016 - 08.2019
- Assisted customers with inquiries and resolved issues effectively.
- Utilized customer relationship management software for accurate data entry.
- Managed high call volumes while maintaining quality service standards.
- Documented customer interactions to ensure clear communication records.
- Collaborated with team members to improve service processes and efficiency.
- Provided product information and support to enhance customer satisfaction.
- Implemented feedback from supervisors to refine communication strategies.
- Trained new representatives on company policies and procedures effectively.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Factory Worker
Toyota Motor Manufacturing
Georgetown
04.2018 - 03.2019
- Operated machinery to assemble components for production lines.
- Maintained clean and organized workstations for safety compliance.
- Inspected products for quality assurance before packaging.
- Collaborated with team members to optimize workflow efficiency.
- Followed safety protocols to minimize workplace hazards.
- Loaded and unloaded materials from delivery trucks efficiently.
- Assisted in training new employees on operational procedures.
- Documented inventory levels and reported discrepancies to supervisors.
- Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
- Sorted and packaged products to prepare for processing or shipment.
- Loaded and unloaded items from machines and conveyors.
- Communicated effectively with team members regarding tasks and progress.
- Followed safety protocols while operating equipment and handling materials.
- Operated machinery to produce parts and products according to specifications.
- Reported defective items to supervisors for further inspection or repair.
- Performed quality control checks on all products prior to packaging.
- Assisted in the assembly of components into finished products.
- Moved items between machines, conveyors, and transport equipment to meet production needs.
- Assembled components using automated equipment as well as manual labor.
- Organized raw materials for efficient use during production process.
- Attended regular training sessions to increase machine operating skills.
- Identified problems related to assembly line operations and took corrective action.
- Attached identification labels to finished packaged items or stamped lot number and shipping destination information on containers.
- Used hand trucks and forklifts to unload, load and transport items.
- Followed daily preventive maintenance schedule for cleaning and lubricating machinery.
- Sorted product components on work tables to maintain maximum organization and productivity.
Factory Worker
Train
Lexington
01.2015 - 07.2015
- Operated machinery to assemble components for production lines.
- Maintained clean and organized workstations for safety compliance.
- Collaborated with team members to optimize workflow efficiency.
- Followed safety protocols to minimize workplace hazards.
- Loaded and unloaded materials from delivery trucks efficiently.
- Assisted in training new employees on operational procedures.
- Documented inventory levels and reported discrepancies to supervisors.
- Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
- Sorted and packaged products to prepare for processing or shipment.
- Loaded and unloaded items from machines and conveyors.
- Communicated effectively with team members regarding tasks and progress.
- Followed safety protocols while operating equipment and handling materials.
- Operated machinery to produce parts and products according to specifications.
- Reported defective items to supervisors for further inspection or repair.
- Performed quality control checks on all products prior to packaging.
- Assisted in the assembly of components into finished products.
- Trained new employees on proper operation of machinery and safety protocols.
- Moved items between machines, conveyors, and transport equipment to meet production needs.
- Assembled components using automated equipment as well as manual labor.
- Organized raw materials for efficient use during production process.
- Kept accurate records of production data such as quantity produced and rejected items.
- Attended regular training sessions to increase machine operating skills.
- Identified problems related to assembly line operations and took corrective action.
- Maintained up-to-date knowledge of industry trends and advancements.
- Collaborated with engineering staff on design modifications to improve efficiency.
- Performed quality control checks on finished products.
Cashier Manager
Sears
Myrtle Beach
01.2010 - 09.2014
- Supervised daily cash handling and register operations for a retail environment.
- Trained and mentored new cashiers on customer service techniques and register usage.
- Ensured compliance with company policies during cash transactions and customer interactions.
- Managed employee schedules to ensure adequate coverage during peak shopping hours.
- Resolved customer complaints promptly to maintain high satisfaction levels.
- Coordinated cash register maintenance and troubleshooting for efficient operations.
- Conducted regular audits of cash drawers to ensure accuracy and accountability.
- Implemented training programs focused on improving cashier performance and efficiency.
- Managed and trained cashiers on proper cash handling procedures.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Processed payments by totaling purchases; processing checks, cash, credit cards or automatic debits; issuing change or receipts.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Maintained accurate records of daily transactions, including deposits and withdrawals.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Performed regular reconciliation of cash drawers to ensure accuracy of funds.
- Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
- Assisted in the development and implementation of store policies and procedures related to cash management activities.
- Tracked company inventories, moved excess stock, and arranged products to improve sales.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Increased likelihood of repeat business by building friendly relationships with customers.
- Prepared financial reports that included weekly and monthly sales summaries, bank deposit slips and reconciliations.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Scheduled staff shifts according to business needs ensuring adequate coverage at all times.
- Developed strategies to increase customer satisfaction and improve operational efficiency.
Education
Hallandale High
Hallandale, FLSkills
- Customer relationship management
- Effective communication
- Problem solving
- Data entry accuracy
- Complaint resolution
- Order management
- Multi-channel support
- Inventory management
- Time management
- Team collaboration
- Attention to detail
- Conflict resolution
- Adaptability to change
- Employee training
- Process improvement
- Customer focus
- CRM software
- Complaint handling
- Call center experience
- Process optimization
- Multitasking and organization
- Call triaging
- In-store support
- Materials transport
- Filing
- [Software] CRM system proficiency
- Prioritization
- Staff education and training
- Payment processing
- Hospitality and accommodation
- Microsoft Office Suite
- Skype
- Critical thinking
- Tactful and diplomatic
- Multi-line telephone operations
- Merchandise upselling
- Customer education
Timeline
Csr
Foundever
05.2024 - 09.2025
CSR
Galls Uniforms
01.2024 - 04.2024
Delivery Driver
A Austin enterprises sp for dhl Express
10.2023 - 01.2024
Delivery Driver
Loaded up LLC Amazon
07.2023 - 10.2023
Assembly Line Worker
Webasto
01.2023 - 07.2023
CSR
Maximus Call Center
09.2021 - 10.2022
Customer Service Cashier
Meijer
08.2021 - 10.2022
Customer Service Cashier
Kroger
09.2020 - 08.2021
Delivery Driver
Domino's Pizza
04.2020 - 04.2021
Customer Service Cashier
Walmart
09.2019 - 01.2023
Warehouse Worker
Amazon
06.2018 - 08.2019
Factory Worker
Toyota Motor Manufacturing
04.2018 - 03.2019
Call Center Representative
Conduent
12.2016 - 08.2019
Assistant Property Manager
Pine ridge apartments
01.2016 - 09.2019
Factory Worker
Train
01.2015 - 07.2015
Cashier Manager
Sears
01.2010 - 09.2014
Hallandale High