Kayla Evans
Charlotte
Summary
Dynamic leader with proven expertise in staff management and training, honed at Charter Communications, Spectrum. Excelled in enhancing customer satisfaction and team productivity, achieving and surpassing retention goals. Skilled in conflict resolution and inventory control, adept at fostering professional development and operational efficiency. Demonstrates a strong ability to motivate teams and improve service standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Retention Representative
Charter Communications, Spectrum
Charlotte, NC
05.2024 - Current
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
- Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.
- Perform other duties as requested by supervisor.
Assistant Manager
SE Co-Brand Ventures LLC Cinnabon
Charlotte, NC
10.2023 - 04.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Supervisor
Krispy Kreme Donuts
Matthews, NC, United States
08.2019 - 10.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Introduced team contests and goals to enhance productivity and improve employee morale
- Oversaw talented team of ten Team members by actively communicating project information, remedying issues and delivering positive feedback
- Provided supportive link between external customers and internal operations
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance
Shift Manager
McDonald's
Charlotte, United States
04.2022 - 04.2023
- Trained and mentored new employees to maximize team performance
- Supervised employees and oversaw quality compliance with company standards for food and services
- Kept employees operating productively and working on task to meet business and customer needs
- Coached crew members to optimize performance and motivate toward more efficient work
- Excelled in every store position and regularly backed up front-line staff
- Worked closely with team members to schedule breaks and shifts to meet state regulations
- Cooperated with coworkers to improve customer experience and manage storefront
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team
Lead Cashier
Dollar Tree
Charlotte, United States
05.2021 - 04.2022
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Assisted customers by answering questions and fulfilling requests
- Educated employees on register use, merchandising and customer service
- Maintained stock within optimal levels to meet expected customer and sales levels
- Checked merchandise multiple times during each shift and restocked products when stock ran low
- Helped customers complete purchases, locate items and join reward programs
- Mentored other store employees in customer service and assistance to help improve overall satisfaction
Education
Certificate - Medical Assisting
Southeastern Institute
Charlotte, NC12.2022
Skills
- Vital signs
- Venipuncture
- Injections
- SOAP note documentation
- Point of Care testing
- Waive tests
- CPR certified
- Staff Scheduling
- Inventory control and record keeping
- Staff Management
- Training and Development
- Cash Handling Expertise
- Conflict resolution techniques
- Document management
Certification
- HIPPA Training/Certification, 2021
- OSHA Training/Certification, 2021
- CMAA Certification, 2021
Timeline
Retention Representative
Charter Communications, Spectrum
05.2024 - Current
Assistant Manager
SE Co-Brand Ventures LLC Cinnabon
10.2023 - 04.2024
Shift Manager
McDonald's
04.2022 - 04.2023
Lead Cashier
Dollar Tree
05.2021 - 04.2022
Supervisor
Krispy Kreme Donuts
08.2019 - 10.2023
Certificate - Medical Assisting
Southeastern Institute