Kayla Charles
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Virginia Employment Commission
Vansant
06.2026 - Current
- Assisted clients with job search resources and employment services.
- Provided information about unemployment benefits and claims processes.
- Guided applicants through online application systems and forms.
Restaurant Shift Manager
McDonald’s
Vansant
11.2025 - 05.2026
- Supervised team members during busy shifts to ensure smooth operations.
- Trained new employees on proper customer service techniques and food handling protocols.
- Trained new employees on procedures and customer service expectations.
- Resolved customer complaints in a timely manner.
- Managed inventory levels and assisted in ordering supplies as needed.
- Developed schedules for staff members based on customer demand.
- Ensured all safety and sanitation regulations were followed in the restaurant.
- Handled closing procedures including counting money in drawers at end of shift.
- Hired all new employees
- Ensured all employees were provided with and wore the correct uniforms during shifts.
Assistant Office Manager
Buchanan Therapy Services
Grundy
04.2025 - 09.2025
- Communicated with patients regarding service options and appointment details.
- Assisted in scheduling appointments for patients
- Responded promptly to patient inquiries via phone or email.
- Processed billing and insurance claims for therapy services effectively.
- Supported daily office operations by managing supplies and inventory.
- Updated office procedures to improve efficiency in administrative tasks.
- Maintained a calendar of events, meetings, conferences, appointments.
- Developed, implemented and maintained systems for the filing of records, reports and documents.
Shift Manager
McDonald’s
Vansant
12.2024 - 02.2025
- Supervised daily operations to ensure efficient workflow and customer satisfaction.
- Trained and guided staff on food safety and service standards.
- Managed inventory levels to maintain stock availability and minimize waste.
Customer Service Representative
Virginia Employment Commission
Vansant
08.2024 - 12.2024
- Assisted clients with job search resources and employment services.
- Provided information about unemployment benefits and claims processes.
- Guided applicants through online application systems and forms.
- Resolved client inquiries and issues related to employment services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Restaurant Shift Manager
McDonald’s
Vansant
03.2023 - 08.2024
- Supervised team members during busy shifts to ensure smooth operations.
- Managed inventory levels and assisted in ordering supplies as needed.
Customer Service Representative
Virginia Employment Commission
Vansant
09.2020 - 03.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided information about unemployment benefits and claims processes.
- Guided claimants through online application systems and forms.
- Assisted claimants with job search resources and employment services.
- Collaborated with the Legislative team to address inquiries from the governor's office
Claims Specialist
Medical Serices of America
Vansant
02.2015 - 08.2020
- Reviewed and processed medical claims for accuracy and compliance.
- Communicated with healthcare providers to resolve claim disputes.
- Analyzed claim data to identify trends and discrepancies.
- Utilized claims management software for efficient processing and tracking.
- Provided training and support to new team members on claims processes.
- Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.
Education
Grundy High School
Grundy, VASome College (No Degree) - Pre-med
Southwest Virginia Community College
Richlands, VASkills
- 15 years of customer service experience
- Hiring and training experience
- Monitoring programs to make sure operational times were met
- Team leadership
- Staff training and development
- Conflict resolution
- Problem solving
- Adaptability in fast-paced environments
- Data entry accuracy
- Microsoft PowerPoint
- Product education
- Scheduling
- Typing proficiency
- Multitasking and organization
- Customer satisfaction measurement
- Positive and professional
- Stress management
References
References available upon request.
Timeline
Customer Service Representative
Virginia Employment Commission
06.2026 - Current
Restaurant Shift Manager
McDonald’s
11.2025 - 05.2026
Assistant Office Manager
Buchanan Therapy Services
04.2025 - 09.2025
Shift Manager
McDonald’s
12.2024 - 02.2025
Customer Service Representative
Virginia Employment Commission
08.2024 - 12.2024
Restaurant Shift Manager
McDonald’s
03.2023 - 08.2024
Customer Service Representative
Virginia Employment Commission
09.2020 - 03.2023
Claims Specialist
Medical Serices of America
02.2015 - 08.2020
Grundy High School
Some College (No Degree) - Pre-med
Southwest Virginia Community College