Kayla D. Head
Jonesville
Summary
Assistant Rural Carrier delivering mail and packages along assigned routes when regular carriers are out. Supports route coverage, accurate parcel delivery, and timely service to designated addresses in a USPS setting. Keeps daily operations moving by stepping into open routes and maintaining dependable customer service at the point of delivery.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Crutchfield
- Routed several customer requests weekly to Tech Support or Sales based on issue type and urgency.
- Handled several customer package inquiries weekly while locating shipments and confirming delivery status.
- Assisted customers with locating packages and placing orders in a fast-paced service environment.
- Escalated complex concerns to the appropriate team, keeping customer communication clear and professional.
- Maintained accurate customer interactions while balancing multiple requests and time-sensitive follow-up.
QuickBooks Tech Support
Foundever
2026.07 - Current
- Troubleshoot account access, billing, and software navigation issues for customers using clear step-by-step guidance.
- Document customer interactions and resolution notes in a consistent format for accurate case tracking.
- Communicate technical information in plain language to help customers complete tasks independently.
- Handle escalated concerns with patience and professionalism to support positive customer outcomes.
- Coordinate follow-up tasks across open cases to keep customers informed and issues moving toward resolution.
- Review account information carefully to identify missing details and reduce repeat contacts.
- Adapt quickly to updates in procedures, policies, and customer needs in a fast-paced support setting.
- Prioritize open cases based on urgency, customer needs, and service expectations throughout the day.
- Use active listening to confirm customer concerns before providing accurate next-step guidance.
- Monitor workflow queues and adjust daily priorities to stay responsive during high-volume periods.
- Apply office software tools to prepare notes, update records, and organize customer information efficiently.
Assistant Rual Carrier
USPS
2025.11 - 2026.09
- Assisting with Rual Routes when Mail carriers have appointments or call in sick. I deliver packages and mail to designated locations assigned to a specific route.
Family Sales Counselor
Everstory Partners
2023.11 - 2025.06
- As a Family Service Counselor at Everstory Partners, the focus involves guiding families through important decisions and assisting them in fulfilling their needs.
- This position requires strong communication skills and a genuine desire to help others, ensuring that every interaction is positive and supportive. Building meaningful relationships and understanding the unique situations of each family is paramount to succeed in this role.
- Developed strong relationships with clients to understand their needs and provide tailored solutions.
- Utilized problem-solving skills to address the client's concerns effectively.
- Demonstrated exceptional communication abilities during presentations and consultations.
- Maintained a high level of customer satisfaction through the attentive service. Collaborated with team members to enhance service delivery and client experiences.
Personal Care Assistant
MEOC PACE
2019.05 - 2023.11
- Provided companionship, emotional support, and encouragement for clients to succeed. Resulting in improved moral and quality of life.
Outreach Specialist
eHealth
2017.11 - 2019.05
- Developed a comprehensive customer outreach strategy that resulted in retrieving detailed customer outreach strategy that helped retrieve medical records, expediting and increasing appointment numbers.
QuickBooks Tech Support
Foundever
2013.09 - 2017.06
- Handled several fraud reports weekly from customers and documented account disputes accurately.
- Resolved customer issues in QuickBooks technical support by troubleshooting application and device connectivity problems.
- Supported social media inquiries for QuickBooks customers with clear, timely responses and issue tracking.
- Assisted customers with fraud charge reporting, cancellation requests, and new account reissuance.
- Handled payroll questions when needed, helping customers navigate issues within QuickBooks.
- Guided customers through account payments and loan deferrals with professional communication and follow-through.
Education
High School Diploma - undefined
Powell Valley High School
Big Stone Gap2005-05
Skills
- Route coordination
- Mail delivery procedures
- Package handling
- Postal regulations
- Vehicle safety procedures
- Customer service
- Conflict resolution
- Microsoft Excel
- Time management
- Call handling
- Schedule management
- Microsoft Outlook
- Data entry
Timeline
QuickBooks Tech Support
Foundever
2026.07 - Current
Assistant Rual Carrier
USPS
2025.11 - 2026.09
Family Sales Counselor
Everstory Partners
2023.11 - 2025.06
Personal Care Assistant
MEOC PACE
2019.05 - 2023.11
Outreach Specialist
eHealth
2017.11 - 2019.05
QuickBooks Tech Support
Foundever
2013.09 - 2017.06
High School Diploma - undefined
Powell Valley High School
Customer Service Representative
Crutchfield