Kayla Lara
Austin
Summary
Detail-oriented and highly organized administrative professional with over 5 years of experience in customer service, office operations, human resources support, budgeting, and procurement. Skilled in managing travel coordination, policy compliance, records and property management, and providing technical support across various administrative functions. Adept at utilizing CAPPS, Microsoft Office, and CRM platforms to improve efficiency and service delivery.
Overview
4
4
years of professional experience
Work History
Staff Services Officer 1
Texas Parks and Wildlife/Support Resources
01.2022 - Current
- Coordinate and manage a wide range of administrative services including travel, records, property management, purchasing support, HR coordination, and budgeting processes.
- Act as division property liaison; lead the annual inventory process and ensure compliance with agency deadlines.
- Support financial functions by receipting invoices, initiating payment processing, and coordinating with division purchasers for training and membership registrations.
- Prepare and maintain accurate records, reports, correspondence, and tracking systems in alignment with state and agency retention schedules.
- Assist with onboarding support, timekeeping oversight, and leave tracking in collaboration with Human Resources, ensuring accurate and timely payroll actions.
- Deliver exceptional customer service and administrative support to directors and staff, including phone coverage, document preparation, meeting logistics, and internal communications.
- Maintain and update the division website and internal tools; manage regular communications including division newsletters and event coordination.
- Review and edit agency documentation with close attention to detail; ensure adherence to policy, formatting, and deadlines.
- Collaborate with agency programs including Risk Management, ADA compliance, and Facility Operations to ensure smooth daily functioning.
- Key Skills & Tools: CAPPS (timekeeping, vendor setup, performance tracking), Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Teams), Policy Interpretation & Application, Time & Records Management, Budget & Procurement Support, Internal Communications, Process Improvement
Customer Service Representative
Texas Parks and Wildlife/State Parks
02.2021 - 05.2022
- Provided high-volume customer service via phone and email related to state park reservations, public inquiries, and complaints.
- Booked, modified, and canceled park reservations using reservation systems while ensuring accuracy and compliance with agency policies.
- Conducted retail sales for State Park Passes, Gift Cards, and branded merchandise.
- Processed payments, issued refunds, and assessed administrative penalty charges related to facility transfers and cancellations.
- Provided detailed park information, including use policies, available facilities, educational programs, and special events.
- Interpreted and communicated rules, regulations, and licensing requirements for boating, fishing, and hunting programs.
- Created and maintained accurate records including daily logs, reconciliation reports, and performance tracking.
- Handled sensitive public information in accordance with agency procedures and customer confidentiality standards.
- Delivered professional and courteous support while working under moderate supervision in an open office environment with frequent interruptions.
- Utilized Microsoft Word, Excel, Outlook, and reservation/call center software to manage daily tasks efficiently.
- Complied with all TPWD safety procedures and operational protocols.
- Key Tools & Technologies: Microsoft Office Suite, Microsoft Word (documentation and reports), Microsoft Excel (data entry, logs, reconciliation reports), Microsoft Outlook (email and scheduling), Reservation & Call Center Software, Facility reservation systems (e.g., booking, modifications, cancellations), Call center phone systems (multi-line systems, voicemail), Point of Sale (POS) Systems, Retail transactions (State Park Passes, Gift Cards, merchandise), Payment processing, refunds, and administrative charges, Data Entry & Recordkeeping Tools, Activity logs, performance reports, reconciliation tools, Email & Communication Platforms, Professional email handling, Voicemail systems for customer interaction, General Office Equipment, Printers, scanners, desktop computers
Education
High School Diploma -
Jack C. Hays High School
01-2013
Skills
- CAPPS
- Microsoft Office Suite
- Policy Interpretation & Application
- Time & Records Management
- Budget & Procurement Support
- Internal Communications
- Process Improvement
Timeline
Staff Services Officer 1
Texas Parks and Wildlife/Support Resources
01.2022 - Current
Customer Service Representative
Texas Parks and Wildlife/State Parks
02.2021 - 05.2022
High School Diploma -
Jack C. Hays High School
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