Kayla Cole
Omaha,Nebraska
Summary
Dynamic Customer Operations Manager with a proven track record at NFM, specializing in staff development and performance enhancement. Expert in implementing training programs and analyzing customer feedback to drive strategic improvements. Recognized for effective leadership and analytical thinking, fostering a culture of continuous growth and operational excellence.
Professional in customer operations with strong focus on team collaboration and achieving results. Adept at managing customer relationships, streamlining processes, and improving service delivery. Reliable and flexible, able to adapt to changing needs and contribute to organizational success. Skilled in problem-solving, communication, and leadership.
Overview
20
20
years of professional experience
Work History
Customer Operations Manager
NFM, Nebraska Furniture Mart
06.2020 - Current
- Developed training programs for new staff, ensuring consistent service standards and operational knowledge.
- Analyzed customer feedback data to identify trends, driving strategic decisions for service enhancements.
- Implemented performance metrics, monitoring team outcomes and facilitating continuous improvement initiatives.
- Maintained thorough documentation of policies and procedures to enhance consistency and transparency across the team.
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.
- Led projects and implementations of internal processes and tools to improve business performance.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Customer Operations Training Coordinator
NFM, Nebraska Furniture Mart
08.2019 - 06.2020
- Supervise and develop my team, on the spot coaching as needed Ensure all internal and external customers' needs are met
- Develop training programs for staff
- Mentor staff interested in advancement
- Assist staff with questions at manager level when needed
- Take and follow up with customer escalations
- Act as customer service manager during peak business periods
- Assist with interviewing and hiring needs
- Develop new process for department to run smoother
- Partner with inventory control in regard to L-code
- Manage the inventory flow process
- Help control labor costs by cutting labor hours as business allows
Lead Customer Service Specialist
NFM, Nebraska Furniture Mart
03.2018 - 08.2019
- Running daily reports to audit plan codes for all of customer operations, coaching as needed
- Time management, ensuring the counter is properly staffed during lunches and extra duties
- Check stock levels at each station weekly to ensure staff have all tools needed
- Shadow train new hires
Sales Associate and Shadow Trainer
NFM, Nebraska Furniture Mart
06.2016 - 03.2018
- Greeting and assisting guests with urgency, care, and professionalism Ensuring guests get world class service and fulfill their need
- Create, maintain, and monitor orders for customers wanting special orders
- Train and shadow new staff to ensure proper understanding
Senior Team Lead, Property Management
Target
02.2006 - 06.2016
- Maintained an organized and clean stockroom.
- Lead team on building maintenance needs and upkeep.
- Created connections with vendors needed to do large scale projects
Education
Associate of Arts - Psychology
Metropolitan Community College
Omaha, NE01-2027
High School Diploma -
Mesa Verde High School
Citrus Heights, CA01-2005
Skills
- Staff development
- Proactive approach
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Team leadership
- Decision-making and Problem solving
- Reliability, Adaptability and Flexibility
- Effective leader
- Analytical thinking
Accomplishments
- WomenLead graduate 2019
Timeline
Customer Operations Manager
NFM, Nebraska Furniture Mart
06.2020 - Current
Customer Operations Training Coordinator
NFM, Nebraska Furniture Mart
08.2019 - 06.2020
Lead Customer Service Specialist
NFM, Nebraska Furniture Mart
03.2018 - 08.2019
Sales Associate and Shadow Trainer
NFM, Nebraska Furniture Mart
06.2016 - 03.2018
Senior Team Lead, Property Management
Target
02.2006 - 06.2016
Associate of Arts - Psychology
Metropolitan Community College
High School Diploma -
Mesa Verde High School