KALICIA R.

LYONS
2 Inje Street · Fort Bragg, NC 28307
770-866-1647 · Kalicialyons@yahoo.com
Military Spouse · U.S Citizen

SUMMARY OF SKILLS:
Six years’ experience in customer service, communications and marketing. A self-motivated professional
who works well under pressure, enjoys new challenges, is a team player and is dedicated to the
profession. Anticipates and meets the needs of both internal and external customers. Delivers high-
quality products and services; is committed to continuous improvement. Recognizes or uses correct
English, grammar, punctuation and spelling; communicates information (for example, facts, ideas, or
messages) in a brief, clear, and organized manner; produces written information, which may include
technical material, that is appropriate for the intended audience. The ability to type 40 WPM.
Proficient in operating software such as: Microsoft Windows, Word, PowerPoint and Excel.

WORK EXPERIENCE:

AMAZON LLC.
Atlanta, GA

09/2017- 01/2018
Salary: $12 hour
Hours per week: 25
Customer Service Representative

Duties, Accomplishments and Related Skills:

DELIVER OUTSTANDING CUSTOMER SERVICE SKILLS by answering telephone in a timely manner. Greet
each customer and addressing them by their name. The ability to empathize and prioritize customer
needs. Communicate with customers via phone and email with shipping changes and refund updates.
Met deadlines daily by sending a summarized follow-up email after call within 30 second timeframe.
Clear speaking voice over the phone while handling high call volumes.
ASSESSING/RESOLVING COMPLAINTS by listening to each customer and accurately finding a resolution
to each problem. Able to handle difficult problem resolution without supervisor assistance and ensured
customer would find the solution. Demonstrated the ability to resolve conflicts and set appropriate
expectations with customers. Scheduled appointments for customer follow-ups with supervisors.
DEMONSTRATE COMPUTER KNOWLEDGE with regular, daily use of Microsoft Windows, Office, Excel
and PowerPoint. Accurately learned the Amazon VCS system. Quickly completed and passed online
career training in a timely manner. Submitted time and attendance sheet weekly. The ability to type 40
WPM.

ACCOMPLISHMENTS:
 Earned positive feedback daily on customer satisfaction surveys.
 Successfully completed Work from Home training
 Developed lasting relationships with customers for continuing business
  Participated in company contests and won various prizes
Cumulus Radio Station
Atlanta, Ga
06/15-08-15
Salary: Unpaid
Radio Intern

Duties, Accomplishments and Related Skills:

COMMUNICATE IN WRITTEN AND ORAL FORM daily while in the community meeting radio listeners
and collecting their information for upcoming contests. Provided specific information about upcoming
events and contests to listeners. Conducting interviews for podcasts. Created and edited press releases
for social media. Produced surveys for radio listeners.
MARKETING AND SOCIAL MEDIA: Distribute Q-100 marketing material at weekly events to advertise
and promote upcoming events. Created and edited press releases for social media. Created and
generated content for social media outlets like websites, Facebook, Twitter, Instagram and Snapchat.
Produced informational material about the radio station. Changed and updated marketing materials on
a reoccurring basis. Contacted local high schools to schedule weekly station interviews.
LEADERSHIP SKILLS: Created and led Interviews of interns and radio listeners. Managed time effectively
while setting and meeting deadlines. Coordinated external events in the community to promote station.
Worked directly with Radio personality to give suggestions about different event ideas. Managed intern
group numerous times.
ADMINISTRATIVE SKILLS: Submitted time and attendance sheets daily. Answered station phone during
contests. Organized electronic and hard copy files. Produce and duplicate marketing materials. Filing
documents. Performed inventories on station marketing supplies and ordering supplies as needed.

KEY ACCOMPLISHMENTS:
 Awarded the opportunity to intern with prominent Radio personality in Atlanta
 Developed knowledge of entertainment industry and earned hands-on experience

UNIVERSITY OF WEST GEORGIA ITS

Carrollton, GA

08/2013-12/2015

Salary: $7.25
Hours per week:20
Front Desk Clerk

Duties, Accomplishments and Related Skills:

ADMINISTRATIVE SKILLS:
Enthusiastically greet students and teachers. Knowledge of filing, typing, organizing electronic and hard
copy files, maintaining records, taking shorthand and using and completing forms. Excellent knowledge
of industry terminology and strategies. Answered phones in a timely manner. Maintained accurate log
of computer use daily. Submitted computer log to supervisor weekly. Prepared detailed computer issues

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and reported to ITS Department. Quickly respond to queries and kept documentation of issue
resolutions. Regularly wrote memos in accordance with regulations. Daily distribution of mail. Submitted
time and attendance sheet weekly. Maintain cleanliness of office daily.

Accomplishments:
 Earned excellent ratings at the end of each semester based on my work performance and ability
to effectively run each computer lab.
 Selected to return to the job at the start of every semester until graduation.

VOLUNTEER EXPERIENCE

Family Readiness Group

Fort Bragg, NC
09/2017- Present
4 hours per Week
Activities Coordinator Chair

DUTIES: Worked directly with and assisted the Family Readiness Officer in managing the Unit FRG
Program. Supports the commander’s family readiness goals. Produce and distribute marketing materials
to FRG members. Provide specific information about upcoming events to members. Coordinated and
attended events aimed at building relationships with military families. Schedule meetings monthly or bi-
monthly with group. Contact and coordinate with businesses in the community for upcoming events.
Performing inventories on current supplies requesting supplies as needed for fundraising events. Meet
monthly deadlines set by the commander when creating events and turning in Activity approval form.
Recruits other volunteers to serve on FRG committees. Networked with community members. Submit
time and attendance volunteer time daily.

Girl Power
Carrollton, GA
08/2013-12/2015
10 hours per Week
Mentor

DUTIES: Worked one-on-one and team basis to mentor middle school aged girls on lifestyle challenges,
school and homework. Participated in trust building exercises. Created fun activities geared towards
improving grades. Prepared healthy snacks and meals for girls. Maintained cleanliness of facility daily.
Log and submit volunteer hours.

Hosea Feed the Homeless

Atlanta, GA
5 hours per Event
Volunteer

Duties: Enthusiastically greet guests. Assist guests with the service/ intake application at the
event. Help organize paperwork, register volunteers, and give general instructions. Submit time and
attendance volunteer hours.

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EDUCATION

BACHELOR OF SCIENCE (B.S.) – 2015

University of West Georgia
Major: Mass Communications (Concentration: Public Relations)
Minor: Marketing
Memberships: Public Relations Student Society of America and American Marketing Association

KEY ACCOMPLISHMENTS:
 Verna Pope Scholarship recipient
 Dean’s list four semesters
 Girl Power mentor
 Published writer for The West Georgian newspaper

CERTIFICATE- 2015
University of West Georgia
Certificate of Advertising

References:
Adam Smith
Phone number: 404-229-4815
Position: Radio Office Manager
Type of reference: Professional
Years known: 2

Vickie Miller
Phone Number: 470-765-2081
Position: Former Supervisor (West Georgia ITS)
Type of Reference: Professional
Years known: 4