KAYLA GOMEZ
San Antonio
Summary
Motivated and adaptable U.S Navy veteran with over six years of service, bringing a string work ethic, attention to detail, and commitment to excellence. Possess a diverse skill set gained through hands-on experience in biotechnology, quality control and customer service in both military and civilian sectors. Currently working as a Customer Service Technician for the U.S. Air Force as a federal contractor while pursuing a full-time academic program in Botany. Demonstrated ability to manage complex tasks, communicate effectively, and remain calm under pressure, with a proven capacity to quickly learn and thrive in new environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Federal Contractor - Customer Service Technician
Total Force Service Center
01.2023 - Current
- Serve as key liaison between U.S Air Force Service members and administrative departments, providing high-level customer service for pay inquiries, debts, bonuses and other financial concerns
- Resolve complex issues related to military pay and financial discrepancies, ensuring accurate information and prompt resolution in compliance with federal regulations
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction
- Manage high-volume inbound calls, addressing inquiries with empathy and professionalism, often de-escalating situations with frustrated service members
- Navigate and utilize specialized government databases and tools to track pay adjustments, communicate changes, and assist service members with financial matters
- Proactively guide service members to appropriate resources or departments when necessary, ensuring seamless transitions and enhanced customer satisfaction
- Demonstrated ability to maintain confidentiality and accuracy in handling sensitive financial information
Barista
Starbucks
08.2022 - 11.2022
- Controlled line and crowd with quick, efficient service.
- Delivered excellent customer service while educating customers on product options, leading to personalized recommendations and increased sales.
- Managed high-volume transactions with accuracy during peak business hours, ensuring seamless sales process.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Quality Control Technician
Stability Biologics
03.2022 - 08.2022
- Verified and inspected incoming donated human tissue and bone, ensuring compliance with material specification standards and regulatory requirements prior to acceptance
- Conducted detailed quality control assessments to ensure all incoming biological materials met strict safety, cleanliness, and quality protocols
- Managed the proper disposal of non-compliant materials, maintaining adherence to industry and safety regulations
- Maintained accurate documentation and records for all materials, supporting traceability and quality assurance efforts
- Collaborated with cross-functional teams to maintain a sterile, compliant work environment, ensuring the integrity and safety of tissue products
- Contributed to the laboratory's mission of ensuring safe and effective use of human tissue for medical and research purposes
Laboratory Technician
Novex Innovations LLC
08.2021 - 02.2022
- Prepared detailed documentation for each experiment, facilitating effective communication of results to colleagues and stakeholders
- Performed testing and quality control using approved laboratory procedures and instrumentation
- Operated basic laboratory equipment such as balances, pH meter, colorimeter, spectrophotometer, autoclave and evaporator
- Contributed to a safe working environment by consistently following established safety procedures and guidelines within the lab setting
- Documented information by maintaining daily logs and equipment record books
Sales Representative
Navy Exchange
09.2021 - 12.2021
- Provided personalized assistance to military personnel, ensuring purchases aligned with uniform regulations and individual requirements.
- Utilized in-depth product knowledge to recommend appropriate uniforms, accessories and alterations increasing customer satisfaction.
- Contributed to inventory management by restocking shelves, organizing displays, and conducting inventory checks to ensure product availability.
Interior Communications Electrician
United States Navy
06.2013 - 06.2019
- Led and mentored junior team members, fostering collaboration and trust to achieve team objectives - skills transferable to building relationships with clients and colleagues.
- Managed time-sensitive tasks with precision and reliability, ensuring consistent delivery of high-quality results.
- Adapted quickly to changing priorities in dynamic environments.
- Diagnosed and resolved complex technical issues under tight deadlines, developing strong analytical and problem-solving skills.
- Stationed in Guam, Greece and Virginia throughout service.
Education
High school diploma or GED -
Highlands High School
San Antonio, TXBachelor of Science - Botany
Oregon State University
Corvallis, OR08-2026
Skills
- Problem-Solving
- Multitasking Abilities
- Reliability
- Microsoft Office
- Data Entry
- Product and service knowledge
- Issue and Complaint Resolution
- Attention to Detail
- Service calls
Certification
- Driver's License
- Secret Security Clearance
Military Service
United States Navy, E5, 06/2013, 06/2019
Timeline
Federal Contractor - Customer Service Technician
Total Force Service Center
01.2023 - Current
Barista
Starbucks
08.2022 - 11.2022
Quality Control Technician
Stability Biologics
03.2022 - 08.2022
Sales Representative
Navy Exchange
09.2021 - 12.2021
Laboratory Technician
Novex Innovations LLC
08.2021 - 02.2022
Interior Communications Electrician
United States Navy
06.2013 - 06.2019
High school diploma or GED -
Highlands High School
Bachelor of Science - Botany
Oregon State University
Similar Profiles
Roshawn L. MarshalRoshawn L. Marshal
Medical Support Assistant at Brook Army Medical Center 40 W/HMedical Support Assistant at Brook Army Medical Center 40 W/H
Laurence DagrouLaurence Dagrou
Home Health Aide at Total Care Home Health Service INC.Home Health Aide at Total Care Home Health Service INC.
ARLETTE HENRYARLETTE HENRY
Safety Technician at Total Energy ServiceSafety Technician at Total Energy Service
David WinklerDavid Winkler
Maintenance Mechanic at Aisin USAMaintenance Mechanic at Aisin USA
David BurattiDavid Buratti
Installer at Bell Glass & MirrorInstaller at Bell Glass & Mirror