Kayla Colvin
Robbinsville,NC
Summary
Seasoned, multi-faceted leader with proven results in workforce, administrative, and financial management in public sector commerce industry seeking for a Human Resource, Administrative, or Financial role to apply previous experience while providing further professional growth and development.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Ingles Markets Inc
Robbinsville, NC
09.2014 - Current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Conducted research and reviewed findings to solve customer issues.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Conducted training and offered staff development opportunities to decrease process lags.
- Led team engagement to assist cross-functional departments and achieve goals.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
HBC Clerk
Ingles Markets Inc
Robbinsville, NC
12.2012 - 08.2015
- Greeted customers to determine wants or needs.
- Cleaned shelves, counters and tables to maintain organized store.
- Answered store and merchandise questions and led customers to wanted items.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Exchanged merchandise for customers and accepted returns.
- Ticketed, arranged and displayed merchandise to promote sales.
- Watched for and recognized security risks and thefts to prevent or handle situations.
Home Help Provider
Sawyers Home Health
Robbinsville, NC
09.2010 - 12.2014
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Maintained clean and well-organized environment for client happiness and safety.
- Assisted clients with bathing, dressing and incontinence care.
- Improved patient outlook and daily living through compassionate care.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Assisted with client personal care needs to foster independence and well-being.
- Helped client with medication self-administration.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
- Recognized emergency situations and implemented appropriate procedures.
- Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.
- Documented patient status and reported changes in care needs.
Bookkeeper
Ingles Markets Inc
Robbinsville, NC
08.2011 - 09.2013
- Entered deposits, credit card charges and sales entries to facilitate cash management.
- Prepared bank reconciliations, managed field audits and reviewed accounting records for accuracy.
- Documented transaction details to track and manage financial data.
- Prepared accurate financial reports each month by collecting, analyzing and summarizing account information.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Certified and processed payroll, electronic deposits and pay adjustments while distributing checks.
- Received and recorded cash, checks and transfers.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Classified and summarized financial data to compile and enter in financial records
Cashier Trainer
Ingles Markets Inc
Robbinsville, NC
09.2010 - 09.2012
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped with purchases and signed customers up for rewards program.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
- Helped customers find specific products, answered questions and offered product advice.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Monitored checkout counters and self-checkout areas to assist with complex transactions.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Verified customer age requirement for alcohol or tobacco purchases.
- Answered phone calls to assist customers with questions and orders.
Education
GED -
Tri-County Community College
Murphy, NC10.2013
Skills
- Work Prioritization
- Performance Evaluations
- Customer-Focused
- Decision-Making
- Workforce Management
- Problem-Solving
- Training and Mentoring
- Employee Scheduling
- New Hire Training
- Deadline-Oriented
- Excellent Time Management Skills
- Conflict Resolution Techniques
- Meticulous Attention to Detail
- Loss Prevention
Timeline
Customer Service Manager
Ingles Markets Inc
09.2014 - Current
HBC Clerk
Ingles Markets Inc
12.2012 - 08.2015
Bookkeeper
Ingles Markets Inc
08.2011 - 09.2013
Home Help Provider
Sawyers Home Health
09.2010 - 12.2014
Cashier Trainer
Ingles Markets Inc
09.2010 - 09.2012
GED -
Tri-County Community College