Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Kayla Mack

Summary

I am a service-oriented individual with superb customer service and communication skills, interested in maintaining a full-time position that offers professional challenges utilizing my interpersonal skills, excellent time management and problem-solving skills. As An organized and dependable candidate successful at managing multiple priorities with a positive attitude, Im hoping to hear from your company soon

Overview

11
11
years of professional experience

Work History

Substitute Teacher

ChildCare Careers
12.2022 - 09.2023
  • Conducting learning procedures, Meeting the different goals and objectives of the curriculum, Following the plans of lessons, units, and projects, Using instructional procedures and materials, Identifying the right techniques for achieving the best results, Managing classroom behavior, Quickly interpreting lesson plans, Creating reports to inform the students' permanent teacher of their success
  • Supported students in developing social skills through structured activities and positive reinforcement techniques.
  • Implemented classroom management techniques to maintain positive learning environment.
  • Prepared objectives and outlines for courses of study by following curriculum guidelines or requirements of states and schools.
  • Researched and selected age-appropriate materials and resources for classroom instruction.
  • Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.
  • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
  • Developed lesson plans to align with grade-level standards and objectives.
  • Developed creative instructional strategies to keep students engaged and motivated.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Documented student progress and provided regular updates to parents.
  • Followed lesson plans designed by absent teachers.
  • Kept accurate and current attendance records and assignment sheets to maintain file compliance.
  • Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
  • Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.

Customer Service Representative

Humana (Remote position)
12.2021 - 10.2022
  • Provided assistance to clients, Answered phone and assisted customers with changes, Maintained up-to-date knowledge of customer accounts, Explained products and benefits, Resolved payment and order disputes, Provided excellent technical support, Operated the live chat, Managed customer accounts, Greeted customers, Conducted customer service surveys, Resolved customer issues, Worked in the inbound call center, Responded to inquiries and issues, Responsible for troubleshooting applications
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Cashier/Food Server

Five Guys
05.2021 - 10.2021
  • During my time at five guys my duties consist of early morning preparation of the store, regular sanitizing throughout the day which include the bathroom the dining room, dishes and the kitchen along with cooking the food as well as being the cashier.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Built relationships with customers to encourage repeat business.
  • Welcomed customers and helped determine their needs.

Cashier/Customer Service/Cook

Wendy's
11.2019 - 03.2020
  • During my time at Wendy i was responsible for the cleanliness of the of the dining room and bathrooms, I made sure that everyone at the drive-thew were served in a timely matter with their correct orders and items
  • Lastly I would participate in prepping the store before they opened.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Used POS system to enter orders, process payments and issue receipts.

Sales Associate/Cashier/Customer Service

Marshalls
04.2019 - 08.2019
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Engaged with customers to build rapport and loyalty.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.

Assistant Activities Coordinator

Illinois Veterans Home Manteno
06.2012 - 08.2016
  • Contributed to resident care planning by participating in assessment, developing service plan goals and maintaining progress notes.
  • Collaborated with other staff members to create a welcoming, inclusive environment for all participants.
  • Prepared event materials, staged spaces and coordinated activities with other departments.
  • Prepared rooms, equipment and supplies and maintained clean activity area to foster welcoming environment and maximize participation.
  • Encouraged, supported and assisted residents with activities and documented activity attendance and degree of involvement.
  • Maintained and ordered supplies for activities.
  • Helped staff customize plans for specific groups based on age or ability level.
  • Enhanced customer service based on feedback from guests.

Counselor Assistant

YMCA
06.2012 - 08.2016
  • Under direct supervision of Mrs.Winfield, I received training in the field of camp counselor for children ages five years old to eight years old as a CITI was responsible for team building projects and exercise through arts and physical activity
  • I assisted the camp counselors with coordination of field trips and special activities and topics.
  • Contributed to a supportive work environment by sharing knowledge, resources, and new findings within the counseling field.

Education

High school diploma - General Studies

First Coast High School
Jacksonville, FL
06.2019

Skills

  • Senior Care (3 years)
  • Event Planning
  • Food Service
  • Active Directory
  • Customer service
  • Microsoft Windows
  • Technical Support
  • Operating Systems
  • Help Desk
  • Desktop Support
  • Network Support
  • Customer support
  • Ethernet
  • Software troubleshooting
  • IOS (5 years)
  • Typing

Personal Information

Relocation: Anywhere

Timeline

Substitute Teacher

ChildCare Careers
12.2022 - 09.2023

Customer Service Representative

Humana (Remote position)
12.2021 - 10.2022

Cashier/Food Server

Five Guys
05.2021 - 10.2021

Cashier/Customer Service/Cook

Wendy's
11.2019 - 03.2020

Sales Associate/Cashier/Customer Service

Marshalls
04.2019 - 08.2019

Assistant Activities Coordinator

Illinois Veterans Home Manteno
06.2012 - 08.2016

Counselor Assistant

YMCA
06.2012 - 08.2016

High school diploma - General Studies

First Coast High School

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Kayla Mack