Kayla Mccloud
Columbus,OH
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Burger King
Columbus, OH
09.2018 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed policies and procedures related to customer service operations.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Assisted in resolving escalated customer service issues in a timely manner.
- Resolved conflicts between staff members in a professional manner.
- Enforced safety standards throughout the store including proper use of equipment.
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Communicated with other shift managers to facilitate continuum of customer service.
Newspaper Carrier
Columbus Dispatch
Columbus, OH
01.2014 - 01.2019
- Delivered newspapers to customers on a daily basis.
- Collected payment from customers for the newspaper subscription.
- Inspected newspapers for quality control before delivery.
- Provided customer service by responding to inquiries about newspaper subscriptions or delivery issues.
- Ensured that all deliveries were made according to schedule and route plan.
- Organized routes efficiently to maximize time management.
- Assisted in sorting and bundling of newspapers for delivery.
Education
High School Diploma -
Bridgescape
Columbus, OH12-2019
Skills
- Complaint resolution
- Training and mentoring
- Metric tracking
- Staffing coordination
- Cash handling
- Skilled multi-tasker
- Team building and leadership
- Customer service
- Positive and constructive feedback
- New hire training
- Problem-solving
Timeline
Customer Service Manager
Burger King
09.2018 - Current
Newspaper Carrier
Columbus Dispatch
01.2014 - 01.2019
High School Diploma -
Bridgescape