Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Jones

Clifton Park,NY

Summary

Knowledgeable and dedicated customer service professional with 2.5 years of extensive experience in the business/sports industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Service Manager

Hayner Sports Barn
Halfmoon , New York
09.2020 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Managed over 25+ calls per day, along with many customers in person.
  • Set up equipment, such as baseball machines, softball machines, and pitching mounds.

Volunteer

Street Soldiers
Schenectady, NY
11.2020 - 05.2021
  • Assisted with special events or programs.
  • Maintained clean, neat and operational facilities to serve program needs.
  • Supported engaging, fun and smooth-running events by helping with organization and planning.
  • Coordinated food, clothing and household items for disadvantaged individuals and families.
  • Engaged in community outreach to aid program mission centered on community support and enrichment.

Volunteer

Joan Nicole Prince Home
Scotia, New York
10.2018 - 05.2021
  • Assisted with special events or programs.
  • Maintained clean, neat and operational facilities to serve program needs.
  • Supported engaging, fun and smooth-running events by helping with organization and planning.
  • Volunteered with groups and organizations to help make measurable differences for program recipients.
  • Assisted program manager with planning and fundraising responsibilities.
  • Contributed 30+ hours in 4 years, assisting with planning, setting up, and raising funds for Joan Nicole Prince Home.

Education

Associate of Applied Science - Business Administration And Management

Hudson Valley Community College
Troy, NY
05.2023

High School Diploma -

Academy of The Holy Names
Albany, NY
05.2021

Skills

  • Account Authorizations
  • Verbal and Written Communication
  • Service Delivery Optimization
  • Technical Proficiency
  • Continuous Improvements
  • Issue Resolution
  • Scheduling and Coordinating
  • Handling Escalations
  • One Call Resolution
  • Managing Operations and Efficiency
  • Work Prioritization
  • Time Management

Timeline

Volunteer

Street Soldiers
11.2020 - 05.2021

Customer Service Manager

Hayner Sports Barn
09.2020 - Current

Volunteer

Joan Nicole Prince Home
10.2018 - 05.2021

Associate of Applied Science - Business Administration And Management

Hudson Valley Community College

High School Diploma -

Academy of The Holy Names

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Kayla Jones