Kaila Weaver
Windsor Locks,CT
Summary
Results-driven Customer Service leader with a track record of improving efficiency, managing priorities and exceeding performance expectations. Highly organized and adaptable, with strong capabilities in communication, problem-solving and team leadership. Passionate about developing people, strengthening processes and driving customer-centric growth.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Nestle Health Science
Bridgewater, New Jersey
2023.06 - Current
- Resolve complex inquiries via phone and email while managing key accounts to enhance customer service operations and contribute to call center initiatives including scheduling support and process improvements.
- Serve as a core member of the Escalations Team, evaluating and negotiating out-of-policy requests through detailed review of account history and sales activity.
- Trained and mentored new and tenured employees through development of training materials and hands-on coaching.
- Supported operational excellence overseeing RMAs and warehouse returns, and handling shipping claims, credits and call tags.
- Monitor four ticketing queues and one call queue, update KPI dashboards to track performance metrics, and reviewed calls to ensure quality standards and SOP adherence.
Server
Center Square Grill
East Longmeadow, Massachusetts
2017.09 - 2023.06
- Delivered exceptional customer service to a high volume of daily customers, ensuring a positive dining experience.
- Operated Point of Sale systems to accurately enter orders, split checks, and process payments.
- Demonstrated strong menu knowledge, recommended specials, and upsold items to increase sales.
- Trained and supported new employees while coordinating with hosts, bussers, and kitchen staff for efficient service as well as coordinate large events
- De-escalated customer concerns and provided coaching to servers on how to better handle certain situations.
Server Shift Leader
Chilies Bar & Grill
South Glastonbury, Connecticut
2015.06 - 2017.09
- Led and onboarded new servers, reinforcing restaurant culture, service standards, and operational best practices.
- Created positive guest experience by listening to guest needs and
recommending options to meet requests. - Delivered exceptional guest experiences by actively listening to needs and providing informed recommendations to meet and exceed expectations.
- Oversaw dining room operations, coordinating table flow and service execution to maintain the highest level of efficiency and quality.
- Managed opening and closing procedures, ensuring operational readiness, compliance, and smooth daily transitions.
Warehouse Order Picker/Shipping and Receiving Cler
Aquatic Parts Co.
Bloomfield, Connecticut
2008.06 - 2015.05
- Delivered exceptional customer service to a high volume of daily customers, ensuring a positive dining experience.
- Operated POS systems to accurately enter orders, split checks, and process payments.
- Demonstrated strong menu knowledge, recommended specials, and upsold items to increase sales.
- Trained and supported new employees while coordinating with hosts, bussers, and kitchen staff for efficient service.
- Maintained cleanliness and guest satisfaction by addressing concerns promptly and completing all opening/closing duties.
Education
Some College (No Degree) - Nursing Science
Holyoke Community College
Holyoke, MASkills
- Customer Relationship Management
- Process Improvement & SOP Creation
- Salesforce, Veeva, Magento, JDE & Microsoft Software Proficiency
- Call Center Operations & Service Queue Management
- Training & Coaching Development
- Problem Solving
- Call & Email Quality Assurance
- Verbal and Written Communication
- Support Case Resolution
- Account & Escalation Management
- Key Account Support & Stakeholder Management
- Contact Center Scheduling
Timeline
Customer Service Representative
Nestle Health Science
2023.06 - Current
Server
Center Square Grill
2017.09 - 2023.06
Server Shift Leader
Chilies Bar & Grill
2015.06 - 2017.09
Warehouse Order Picker/Shipping and Receiving Cler
Aquatic Parts Co.
2008.06 - 2015.05
Some College (No Degree) - Nursing Science
Holyoke Community College