Kaylana Tomlinson
Charlotte
Summary
Dynamic customer service professional with extensive experience at Spectrum, recognized for excellence in conflict resolution and communication. Demonstrated success in enhancing customer satisfaction through effective problem-solving strategies. Proficient in billing software and data entry, showcasing strong multitasking abilities and organizational skills to support seamless operations in fast-paced environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Billing Specialist
Spectrum
Charlotte
08.2024 - Current
- Answered customer inquiries regarding billings, payments, account status.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Special Education Teacher Assistant
Charlotte Mecklenburg School System
Charlotte
10.2022 - 08.2024
- Worked one-on-one with students who required additional assistance understanding material or completing assignments.
- Communicated with parents to report on academic and behavioral performance and deliver suggestions to implement at home to reinforce positive habits developed at school.
- Helped students with limited mobility move around school areas and handle personal care tasks.
- Oversaw classroom and teaching materials and requisitioned low-stock items.
- Managed class of special education students in absence of lead teacher.
- Monitored students in class, hallways, and cafeteria to enforce school rules.
- Helped students to develop good behavioral habits through positive reinforcement and encouragement in studies as well as discipline and careful use of physical intervention when required.
- Facilitated communication between parents, teachers, administrators, and other school personnel regarding student progress and behavior issues.
- Assisted neurodiverse students with classwork and activity preparation.
- Worked with both groups and individuals to provide instruction in mathematics, reading, science and history.
- Kept up-to-date on current trends in special education teaching methods and strategies.
- Administered tests and collected data on student performance.
Executive Assistant
Ace Towing & Recovery
Charlotte
03.2021 - 08.2024
- Scheduled and arranged travel and hotel reservations for meetings, conferences and seminars.
- Greeted visitors warmly upon arrival at the office premises.
- Ensured that all relevant paperwork was completed accurately prior to submission for approval.
- Made travel arrangements to provide executives seamless and travel policy-approved business trips.
- Assisted in organizing conferences, seminars and other events as directed by the executives.
- Handled confidential information with discretion and integrity.
- Filtered important calls and spam calls to help executives prioritize specific clients and expedite daily operations.
- Set up meeting and event logistics for senior management and updated calendars.
- Conducted research and collected and analyzed data to prepare reports and documents.
- Scheduled appointments for executives with external parties such as vendors or suppliers.
- Managed daily invoices, reports and proposals.
Education
High School Diploma -
Stephenson High School
Stone Mountain, GA05-2017
Skills
- Billing software
- Customer service
- Account management
- Data entry
- Payment processing
- Conflict resolution
- Time management
- Team collaboration
- Multitasking and organization
- Attention to detail
- Calendar management
- Document preparation
- Meeting organization
- Communication skills
- Travel coordination
- Resourceful
- Event planning
- Technical support
- Conflict management
- Social media management
- Proper phone etiquette
Certification
- ACT WorkKeys Certified - GOLD Level
Accomplishments
- Northridge Middle School Teacher Assistant of the Year 2023-2024
Affiliations
- Graphic Design
- Event Planning
Timeline
Billing Specialist
Spectrum
08.2024 - Current
Special Education Teacher Assistant
Charlotte Mecklenburg School System
10.2022 - 08.2024
Executive Assistant
Ace Towing & Recovery
03.2021 - 08.2024
High School Diploma -
Stephenson High School
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