Open to opportunities

Kayla Alexander

@kaylaalexander

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Call Center Manager with 10+ years leading high-volume customer support, coaching teams, and resolving complex issues.

United States

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What I'm looking for

I’m looking to lead a high-volume customer support environment where I can coach teams, improve CSAT/QA/AHT outcomes, de-escalate complex issues, and drive fast, compliant resolution in a remote-friendly operation.

I’m a Customer Service and Call Center professional with 10+ years of experience supporting high-volume contact centers and resolving complex customer issues. I’m known for maintaining strong customer satisfaction scores, de-escalating difficult situations, and meeting strict performance metrics including call handling time, quality assurance, and resolution rates.

As Call Center Manager at Asurion (Remote), I supervise technical and account support, coach and mentor agents to improve CSAT, quality scores, and resolution times, and handle escalated complaints with a focus on fast resolution. I also monitor performance dashboards to improve workflow efficiency, and I bring cross-domain experience from remote Medical Dispatch Coordination at Modivcare and fraud support at PSCU, where I investigated identity theft and unauthorized transactions while maintaining regulatory compliance.

Experience

Work history, roles, and key accomplishments

Current

Call Center Manager

Current

Asurion

Apr 2021 - Present (5 years 2 months)

Supervise high-volume customer service operations providing technical and account support. Coach agents on CSAT, quality, and resolution-time metrics while resolving escalated complaints and improving workflow efficiency through performance dashboards.

Call Center Operations Customer Service Leadership Coaching and Mentoring Customer Escalation Performance Dashboards CSAT Remote Customer Support

Medical Dispatcher

Modivcare

Feb 2023 - Dec 2024 (1 year 10 months)

Coordinated non-emergency medical transportation by scheduling trips and communicating with patients, drivers, and healthcare providers. Resolved service delays and scheduling conflicts in real time while maintaining accurate trip documentation and meeting service-level requirements.

Medical Dispatch Coordination Non Emergency Transportation Scheduling Communicates With Patients Real Time Issue Resolution Service Level Management Customer Service Remote Operations

Banking & Fraud Specialist

PSCU

Aug 2017 - Apr 2021 (3 years 8 months)

Handled inbound customer calls related to suspicious account activity and fraud alerts. Investigated identity theft and unauthorized transactions using fraud detection tools, providing secure account support while maintaining regulatory compliance and detailed case documentation.

Fraud Investigation Identity Theft Handling Fraud Detection Regulatory Compliance Inbound Customer Support Case Documentation

Human Resources Representative

SunTrust

Nov 2012 - Aug 2017 (4 years 9 months)

Supported HR operations including onboarding, employee support, and benefits coordination. Answered policy and payroll questions, maintained confidential employee records, and ensured compliance documentation for HR administrative needs.

HR Operations Employee Onboarding Employee Support Benefits Coordination Payroll Support & Compliance