Kaila Dotson
Lutherville,MD
Summary
Dynamic customer service professional with a proven track record at the IRS, adept at resolving complex inquiries with empathy and strong problem-solving skills. Recognized for enhancing team performance and maintaining composure under pressure, while proficient in data entry and call center operations. Committed to delivering exceptional client experiences and fostering positive relationships.
Overview
10
10
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
11.2021 - Current
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing Taxpayer's needs and concerns.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Demonstrated empathy when addressing sensitive situations.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigate and resolve taxpayer issues, ensuring accurate and fair treatment under the tax code
- Provide explanations to taxpayers regarding their rights, obligations, options, and consequences
Customer Service Representative
CMD Outsourcing Solutions, INC
10.2018 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Exhibited high energy and professionalism when dealing with clients and staff.
Order Selector
Kohls Distribution Center
06.2016 - 06.2018
- Boosted productivity by efficiently utilizing various equipment, such as pallet jacks and forklifts, to transport and stack merchandise.
- Enhanced order accuracy by diligently verifying product codes and quantities before packaging.
- Demonstrated adaptability, successfully managing multiple tasks simultaneously during peak business hours without compromising quality or speed.
- Expedited order processing timeframes with thorough knowledge of warehouse layout for quick item retrieval.
- Increased teamwork efficiency by actively participating in group meetings, sharing ideas, and providing constructive feedback on potential improvements to the process.
- Detail-oriented Order Picker with experience working in various large warehouse environments. Seeking similar role where outstanding packing skills and strong commitment to safety will be valued.
- Promoted a positive working atmosphere among colleagues through effective communication, open dialogue, and mutual respect for each other''s roles within the team structure.
- Pulled orders quickly to maintain demanding productivity goals.
Server
Maryland Live Casino
01.2017 - 09.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Maximized table turnover rate by managing reservations and seating arrangements.
Customer Support Specialist
Saiontz & Kirk
07.2015 - 02.2017
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Education
High School Diploma -
Randallstown High School
Randallstown, MD06.2011
Some College (No Degree) - Phlebotomy
Stein Academy
Windsor Mill, MD01-2014
Skills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Strong interpersonal skills
- Problem-solving skills
- Call center customer service
- Verbal and written communication
- Resolving issues
- Technical support
- Customer relationship management
- Complaint resolution
- Calm disposition
Timeline
Contact Representative
Internal Revenue Service, IRS
11.2021 - Current
Customer Service Representative
CMD Outsourcing Solutions, INC
10.2018 - 10.2021
Server
Maryland Live Casino
01.2017 - 09.2017
Order Selector
Kohls Distribution Center
06.2016 - 06.2018
Customer Support Specialist
Saiontz & Kirk
07.2015 - 02.2017
High School Diploma -
Randallstown High School
Some College (No Degree) - Phlebotomy
Stein Academy
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