Kayla Coleman
Customer Service Representative
Tamarac,FL
Summary
Motivated professional adept at building productive relationships, resolving complex issues and winning customer loyalty. Bringing 6-year background maintaining customer satisfaction and contributing to company success.
Results-oriented Client Service Specialist focused on delivering an exceptional experience to every client to drive business objectives and build retention. Dedicated to exceptional quality and looking for a growth-oriented position. Offering 6 years of related experience and a driven nature.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Healthcare Recruiter
Medpro Healthcare Staffing
Sunrise, FL
01.2023 - Current
- Worked with healthcare employees to determine specific job qualifications.
- Built strong relationships with internal and external candidates to ensure excellent hiring experience.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
Luxry Client Manager
It's Just Lunch
Miramar, FL
06.2021 - 12.2022
- Increased customer satisfaction by resolving issues.
- Developed team communications and information for meetings.
- Collaborated with team members to achieve target results.
- Handled 60+ calls per day to address customer inquiries and concerns.
- Carried out day-to-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved problems, improved operations and provided exceptional service.
- Drove operational improvements which resulted in savings and improved profit margins.
- Exceeded goals through effective task prioritization and great work ethic.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Territory Manager
It's Just Lunch
Miramar, FL
06.2020 - 06.2021
- Managed department call volume of 100 minimum calls per day and coordinated department schedules to maximize coverage during peak hours.
- Collaborated with management, technical crew members and fellow supervisors to organize efficient operations and achieve demanding schedule targets.
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access.
- Established clear and competitive goals, growth roadmaps and strategic business plans.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Contributed to company achieving and holding industry-leading customer service ratings.
Customer Service Manager
Dr Phone Fix Inc
Ft Lauderdale, FL
01.2019 - 06.2020
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing 5 minute sales targets.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Compiled customer feedback and recommended service delivery improvements to management.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
Store Manager
Spencer Gifts LLC
Lauderhill, FL
10.2017 - 05.2019
- Oversaw, trained and encouraged over 20 associates, promoting culture of efficiency and performance.
- Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
- Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Created work schedules according to sales volume and number of employees.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Completed monthly profit and loss performance reports.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 31%.
- Trained and developed new associates on POS system and key sales tactics, which improved process flows.
- Hired, trained and evaluated personnel in sales and marketing.
Chanel Store Manager
Chanel
Plantation, FL
08.2014 - 01.2017
- Led sales team in delivery of multiple product launches. Project, resulting in upwards of 27% growth.
- Actively resolved stocking and clientele issues, improved operations while providing exceptional client support.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Maintained excellent attendance record, consistently arriving to work on time.
- Monitored social media and online sources for industry trends.
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Education
Associate of Arts - International Marketing
Broward College
Fort Lauderdale, FL 12.2017 - 12.2019
Business Specialist Certification - Business Specialist
Broward College
Fort Lauderdale, FLBusiness Operations Certification - Business
Broward College
Fort Lauderdale, FLAccounting Technology Specialist Certification - Accounting
Broward College
Fort Lauderdale, FLBachelor of Arts - International Business
Florida Atlantic University
Boca Raton, FL 03.2020 - Current
Skills
Quick learner- Voracious and eagerGoal oriented and drivenConflict resolutionMulti-tasking and structure buildingStrong interpersonal skills
Project management
Microsoft Outlook, Word and Excel
Account Management
Problem-Solving
Superior Organizational Skills
Customer Service
Interviewing Techniques
Global Recruitment
Consultative Selling Strategies
Timeline
Healthcare Recruiter
Medpro Healthcare Staffing
01.2023 - Current
Luxry Client Manager
It's Just Lunch
06.2021 - 12.2022
Territory Manager
It's Just Lunch
06.2020 - 06.2021
Bachelor of Arts - International Business
Florida Atlantic University
03.2020 - Current
Customer Service Manager
Dr Phone Fix Inc
01.2019 - 06.2020
Associate of Arts - International Marketing
Broward College
12.2017 - 12.2019
Store Manager
Spencer Gifts LLC
10.2017 - 05.2019
Chanel Store Manager
Chanel
08.2014 - 01.2017
Business Specialist Certification - Business Specialist
Broward College
Business Operations Certification - Business
Broward College
Accounting Technology Specialist Certification - Accounting
Broward College