Kayla Lafevers
Cincinnati,OH
Summary
Adept at enhancing customer experiences and streamlining database management, I leveraged my expertise in customer support and time management at Envoy Global to elevate team productivity significantly. My proactive approach in training and problem-solving, combined with a knack for maintaining confidentiality, has consistently fostered professional relationships and optimized operational efficiency.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Specialist
Envoy Global
Cincinnati, OH
08.2023 - 10.2024
- Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
- Process mail and inserted it into the platform
- Mailed out petitions to USCIS for the legal team
Cashier/ Customer Service/ Pick Up
Walmart
Cincinnati, OH
04.2016 - 10.2023
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Performed cash, card, and check transactions to complete customer purchases.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Administrative Assistant
Hammond Neal Moore
Cincinnati, OH
11.2018 - 08.2023
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
Front Desk Receptionist
H&R Block
Cincinnati, OH
01.2013 - 01.2017
- Scheduled, coordinated and confirmed appointments and meetings.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
Produce Associate
Kroger
Cincinnati, OH
01.2014 - 04.2016
- Stocked fruits and vegetables and removed old or poor quality products.
- Assisted in the training of new produce associates, sharing knowledge and best practices for job success.
- Checked for outdated and overripe grocery items and removed from inventory.
- Kept tidy and organized area to comply with cleanliness standards.
- Chopped fruit up for the grab and go
Education
High School Diploma - Digital Education
Hughes STEM High School
Cincinnati, OH05.2013
Skills
- Documentation Review
- Live chat support
- Email support
- Returns and exchanges
- Call auditing
- Customer Support
- Payment Processing
- Order Fulfillment
- Database Management
- Email management
- Customer Service
- Time Management
- Phone Etiquette
- Administrative and Office Support
Timeline
Senior Customer Service Specialist
Envoy Global
08.2023 - 10.2024
Administrative Assistant
Hammond Neal Moore
11.2018 - 08.2023
Cashier/ Customer Service/ Pick Up
Walmart
04.2016 - 10.2023
Produce Associate
Kroger
01.2014 - 04.2016
Front Desk Receptionist
H&R Block
01.2013 - 01.2017
High School Diploma - Digital Education
Hughes STEM High School