A'tymn Hall
North Las Vegas
Summary
Customer-focused customer service professional with 5+ years of experience delivering exceptional support in remote and fast-paced environments. Skilled in resolving customer inquiries, handling escalations, and building positive customer relationships while maintaining professionalism and empathy. Proven ability to adapt quickly to new systems, manage multiple tasks efficiently, and consistently meet or exceed KPI targets, including response times, customer satisfaction, and quality standards. Experienced in virtual collaboration, accurate documentation, and identifying process improvements that enhance both customer experience and operational performance.
Overview
7
7
years of professional experience
Work History
Lead Assist (Work From Home)
RDI
08.2024 - 03.2025
- Achieved and sustained KPIs at 90% or higher through proactive feedback solicitation from managers and ongoing performance enhancements.
- Supported customers with prescription fulfillment by coordinating in-store pickup or mail-order delivery. Earned promotion to Lead Assistant within three months by demonstrating strong performance, fast learning, and the ability to quickly adapt to new responsibilities.
- Supported agents with escalated customer issues by de-escalating conflicts and steering conversations toward effective resolutions.
- Resolved customer delivery and prescription issues by coordinating directly with FedEx and pharmacies.
Customer Service Representative / Team Lead Support / Quality Assurance Support
Foundever
Las Vegas
06.2018 - 02.2023
- Delivered high-quality customer service while consistently meeting performance and quality metrics.
- Served as an informal Team Lead, supporting daily operations by assisting peers with call handling, system navigation, and policy clarificationication.
- Acted as a point of contact for escalated customer concerns, ensuring timely and professional resolution.
- Conducted quality assurance reviews of customer interactions to ensure compliance with company standards and client requirements.
- Provided constructive feedback and coaching to team members to improve call quality, accuracy, and customer satisfaction.
- Maintained detailed documentation of customer interactions, QA findings, and follow-up actions.
- Participated in team meetings and training sessions, contributing feedback to improve workflows and service delivery.
Education
High School Diploma -
Cheyenne High School
North Las Vegas, NV06-2017
Skills
- Salesforcecom
- Payment Systems
- Shipping Systems
- Gensys
- Oral Communication
- Leadership Management
References
Available upon request.
Timeline
Lead Assist (Work From Home)
RDI
08.2024 - 03.2025
Customer Service Representative / Team Lead Support / Quality Assurance Support
Foundever
06.2018 - 02.2023
High School Diploma -
Cheyenne High School