Kayla Lacefield
Sunset
Summary
Dynamic and goal-oriented professional with extensive experience as an Outbound Call Center Agent at JW World Resources. Proven ability in cold calling and customer service, consistently enhancing customer satisfaction through effective communication and persuasion techniques. Committed to continuous improvement and adept at managing high call volumes while maintaining a positive attitude.
Overview
9
9
years of professional experience
Work History
Outbound Call Center Agent
JW World Resources
11.2025 - Current
- Assisted customers with inquiries and provided accurate information about products and services.
- Utilized call center software to log interactions and track customer feedback efficiently.
- Adapted quickly to new systems and processes, ensuring seamless communication with team members.
- Developed strong product knowledge to enhance customer experience during calls.
- Managed time effectively to handle high volumes of outbound calls daily.
- Maintained accurate records of customer interactions for future reference and follow-up actions.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
Caregiver
Legacy House of Park Lane
11.2024 - 10.2025
- Assisted residents with daily living activities, promoting independence and dignity.
- Monitored health and wellness of residents, reporting changes to healthcare team.
- Maintained clean and safe environment, adhering to health and safety standards.
- Engaged residents in recreational activities, enhancing social interaction and engagement.
- Documented resident progress and behavior accurately, maintaining up-to-date records for care reviews.
- Provided emotional support to residents and families, fostering a compassionate caregiving atmosphere.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
Night Shift Supervisor
Nielsen's Frozen Custard
09.2024 - 11.2024
- Supervised nightly operations to ensure smooth workflow and efficient service delivery.
- Trained team members on customer service standards and product knowledge.
- Monitored inventory levels and coordinated restocking efforts for optimal product availability.
- Implemented quality control measures to maintain high standards of frozen custard preparation.
- Resolved customer complaints promptly, enhancing overall guest satisfaction during night shifts.
- Assisted customers with complaints, questions, and concerns.
DSP
Utah State Developmental Center
10.2022 - 03.2023
- Assisted individuals with daily living activities, promoting independence and personal development.
- Implemented behavior support strategies to enhance client engagement and well-being.
- Maintained accurate documentation of client progress and care plans for compliance and review.
- Collaborated with interdisciplinary teams to develop tailored service plans for each client.
- Facilitated recreational activities to improve social skills and foster community integration.
- Adapted interventions based on individual needs, enhancing overall service delivery quality.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
Online Grocery Associate
Smiths Food And Drug
07.2022 - 10.2022
- Assisted customers with online grocery orders, ensuring accurate selection and timely delivery.
- Managed inventory levels, conducting regular stock checks to maintain product availability.
- Collaborated with team members to optimize order fulfillment processes and improve efficiency.
- Utilized inventory management systems to track product movement and update stock records.
- Resolved customer inquiries related to online orders, providing exceptional service and support.
- Improved customer satisfaction by efficiently and accurately fulfilling online grocery orders.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Tracked substitutions and informed customers of changes.
CNA
Legacy House of Park Lane
04.2022 - 07.2022
- Assisted residents with daily living activities, enhancing comfort and well-being.
- Monitored vital signs to ensure appropriate health standards were maintained.
- Collaborated with nursing staff to develop individualized care plans for residents.
- Administered medications per physician instructions, ensuring adherence to safety protocols.
- Documented patient progress and changes in condition accurately in medical records.
- Trained new staff on best practices for resident care and safety procedures.
- Provided emotional support to residents, fostering a compassionate environment.
CNA
Fairfield Village of Layton
07.2021 - 03.2022
- Maintained cleanliness and organization of patient areas, promoting hygiene standards.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
Daycare Teacher
Bravo Arts Academy
04.2021 - 06.2021
- Developed and implemented engaging lesson plans to enhance children's learning experiences.
- Fostered a safe and nurturing environment, ensuring emotional and physical well-being of all children.
- Collaborated with parents to discuss child development and address individual needs effectively.
- Utilized creative arts and crafts to promote fine motor skills and cognitive development in young learners.
- Monitored classroom activities, encouraging positive behavior through constructive feedback and guidance.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
CNA
Rocky Mountain Care Center
07.2019 - 04.2021
- Assisted residents with daily living activities, enhancing comfort and well-being.
- Monitored vital signs to ensure appropriate health standards were maintained.
- Collaborated with nursing staff to develop individualized care plans for residents.
- Administered medications per physician instructions, ensuring adherence to safety protocols.
- Provided emotional support to residents, fostering a compassionate environment.
- Maintained cleanliness and organization of patient areas, promoting hygiene standards.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
CNA
Peachtree Assisted Living
03.2020 - 08.2020
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
Daycare Teacher
Bravo Arts Academy
11.2018 - 07.2019
- Assisted in training new staff on curriculum delivery and classroom management techniques.
- Organized educational field trips, enhancing experiential learning opportunities for children.
- Evaluated student progress through regular assessments, tailoring instruction to support diverse learning styles.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
Night Shift Manager
Nielsen's Frozen Custard
09.2016 - 11.2018
- Supervised night shift operations to ensure efficient service delivery and customer satisfaction.
- Trained and mentored staff on product knowledge and customer engagement strategies.
- Implemented quality control measures to maintain high standards of frozen custard production.
- Coordinated inventory management, ensuring timely restocking of supplies during shifts.
Education
No Degree - Certified Nursing Assistant
Davis Applied Technical College
Kaysville, UT07-2019
High School Diploma -
Clearfield High School
Clearfield05-2018
Skills
- Goal oriented
- Outbound Calls
- Persuasion techniques
- Script adherence
- Cold calling
- Call scheduling
- Positive attitude
- Continuous improvement
- Call monitoring
- Customer service
- Time management
Timeline
Outbound Call Center Agent
JW World Resources
11.2025 - Current
Caregiver
Legacy House of Park Lane
11.2024 - 10.2025
Night Shift Supervisor
Nielsen's Frozen Custard
09.2024 - 11.2024
DSP
Utah State Developmental Center
10.2022 - 03.2023
Online Grocery Associate
Smiths Food And Drug
07.2022 - 10.2022
CNA
Legacy House of Park Lane
04.2022 - 07.2022
CNA
Fairfield Village of Layton
07.2021 - 03.2022
Daycare Teacher
Bravo Arts Academy
04.2021 - 06.2021
CNA
Peachtree Assisted Living
03.2020 - 08.2020
CNA
Rocky Mountain Care Center
07.2019 - 04.2021
Daycare Teacher
Bravo Arts Academy
11.2018 - 07.2019
Night Shift Manager
Nielsen's Frozen Custard
09.2016 - 11.2018
No Degree - Certified Nursing Assistant
Davis Applied Technical College
High School Diploma -
Clearfield High School