Kayla Fluty
Catlettsburg,KY
Summary
Proven track record of providing valuable insights, guidance, and solutions to complex problems. Strong analytical and communication skills, with a passion for sharing expertise and driving excellence in the field.
Overview
1
1
Certification
3
3
years of post-secondary education
21
21
years of professional experience
Work History
Subject Matter Expert
Concentrix
Catlettsburg, KY
10.2024 - Current
- Developed training materials for new team members and ongoing education.
- Analyzed data to identify trends and improve operational efficiency.
- Facilitated workshops to share knowledge and empower staff skills.
- Advised management on process improvements and technology integrations.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Analyzed key performance indicators to identify effective strategies.
- Documented quality evaluation findings and reported issues to management.
- Implemented corrective actions based on evaluation results to improve quality.
- Maintained up-to-date knowledge of industry standards for quality evaluation practices.
- Provided guidance on best practices related to quality assurance procedures.
Customer Service Representative
210 Homebuyers Warranty
Catlettsburg, KY
08.2022 - 10.2024
- Resolved customer inquiries via phone and chat channels promptly.
- Provided detailed product information to enhance customer understanding.
- Documented customer interactions using internal support software efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Concentrix
Catlettsburg, KY
10.2020 - 06.2022
- Resolved customer inquiries via phone and chat channels promptly.
- Provided detailed product information to enhance customer understanding.
- Documented customer interactions using internal support software efficiently.
- Updated customer records accurately in the database for tracking purposes.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Master Hairstylist
Identity Salon and Spa
Ashland, KY
06.2010 - 08.2019
- Styled hair using various techniques and tools for diverse clientele.
- Consulted with clients to understand their desired looks and preferences.
- Mentored junior stylists on advanced cutting and coloring techniques.
- Maintained a clean and organized work area to enhance client experience.
- Educated clients on proper hair care products and styling methods.
Grocery Stocker
Walmart
Louisa, KY
05.2005 - 04.2010
- Stocked shelves with grocery items to ensure product availability.
- Organized inventory in backroom for efficient access and restocking.
- Maintained cleanliness and orderliness in aisles and storage areas.
Education
Cosmetology - Cosmetology
Belefonte Academy of Beauty
Russell , KY 09.2004 - 07.2007
Lawrence County High School
Louisa, KYSkills
- Customer relationship management
- Performance metrics
- Performance improvement
- Process optimization
- Issue resolution
- Issue troubleshooting
- Documentation and reporting
- Project coordination
- Content creation
- Technical skills
- Team collaboration
- Team member support
- Mentorship and coaching
- Adaptability to change
- Effective communication
- Problem solving
- Critical thinking
- Relationship building
- Rules implementation
- Customer service
- Job skills development
Accomplishments
- Highest scorecard July 2025
- Recognized SME for the 2025 year
- Training SME
Certification
- QE SME certified
- Training SME certified
- Floor Support SME certified
Affiliations
- Dog grooming
- Nail art
- Reading
- Gardening
References
References available upon request.
Timeline
Subject Matter Expert
Concentrix
10.2024 - Current
Customer Service Representative
210 Homebuyers Warranty
08.2022 - 10.2024
Customer Service Representative
Concentrix
10.2020 - 06.2022
Master Hairstylist
Identity Salon and Spa
06.2010 - 08.2019
Grocery Stocker
Walmart
05.2005 - 04.2010
Cosmetology - Cosmetology
Belefonte Academy of Beauty
09.2004 - 07.2007
Lawrence County High School