Kailee Macdougall
Chesapeake,Virginia
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience with stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
JCPenney
Chesapeake, Virginia
09.2024 - Current
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Assigned work and monitored performance of project personnel.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
Team Leader Manager
Defy Chesapeake
Chesapeake, VA
01.2023 - 07.2024
- Motivated team members to consistently achieve or exceed performance expectations.
- Set goals for performance and deadlines to comply with company plans and vision.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Initiated training sessions and coached employees to develop effective staff.
- Led regular team meetings to communicate current business trends and relevant updates.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Helped customers find specific products, answered questions and offered product advice.
Cheerleading /Tumbling Coach
Coastal Allstars
Virginia Beach, VA
11.2022 - 05.2023
- Mentored and worked with children between ages of 5 and 17 on techniques for both cheerleading and gymnastics.
- Collaborated with other coaches to plan and coordinate practice sessions.
- Maximized physical talent of team through quality teaching and coaching.
- Monitored adherence to rules and regulations with conduct, appearance and class attendance.
Flight Crew Member
Defy Chesapeake
Chesapeake, VA
07.2021 - 01.2023
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Cleaned and removed litter from parks, parking lot and other public areas.
- Maintained and cleaned park restrooms, and pavilions.
- Maintained keeping customers happy , no matter the circumstances.
Sales Associate
Spirit Halloween LLC
Chesapeake, Virginia
08.2022 - 11.2022
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Collected payments and provided accurate change.
- Worked with fellow sales team members to achieve group targets.
- Developed trusting relationships with customers by making personal connections.
Team Member
Chic-Fil-A
Chesapeake, Virginia
04.2021 - 07.2021
- Developed positive customer relationships through friendly greeting and excellent service.
- Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity.
- Rotated through series of different stations based on team needs.
- Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
- Looked for ways to go above and beyond job requirements.
Education
High School Diploma -
Deep Creek High School
06.2022
Skills
- Comfortable standing for long time
- Proven leader
- Reliable team worker
- Organization
- Experience in leadership
- Money handling
- Teamwork and Collaboration
- Goal Setting
- Verbal and Written Communication
- Scheduling and Coordinating
- Team Building
- Customer Service
- Decision Making
- Customer Relationship Management
- Social media Management
- Advertising Trends Review
- Google Drive
- Clear Communication
- Work Prioritization
- Critical Thinking
- Research and Interviews
- Trend Monitoring
- Policy Enforcement
- Leading Team Meetings
- Handling Escalations
- Talent Development
- Competition Preparation
- Seasonal Planning
- Fitness Assessments
- Athlete Training and Motivation
- Customer Needs Assessment
- Store Opening and Closing
- Merchandising Knowledge
- Upselling Techniques
Timeline
Customer Service Manager
JCPenney
09.2024 - Current
Team Leader Manager
Defy Chesapeake
01.2023 - 07.2024
Cheerleading /Tumbling Coach
Coastal Allstars
11.2022 - 05.2023
Sales Associate
Spirit Halloween LLC
08.2022 - 11.2022
Flight Crew Member
Defy Chesapeake
07.2021 - 01.2023
Team Member
Chic-Fil-A
04.2021 - 07.2021
High School Diploma -
Deep Creek High School