Kayla Mercer
Ponchatoula,LA
Summary
Proven leader with extensive experience in customer service and warehouse management, notably at Safelite Auto Glass. Skilled in multitasking and problem-solving, consistently enhancing customer satisfaction and operational efficiency. Excelled in staff supervision and inventory control, achieving significant improvements in workplace organization and team productivity. Demonstrates a strong work ethic and exceptional organizational skills.
Overview
12
12
years of professional experience
Work History
Customer Advocate
Safelite Auto Glass
Hammond, LA
03.2024 - 08.2024
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
Administrative Assistant
LA Plumbing Solutions
Hammond, LA
10.2022 - 02.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Server
Fat Spoon Cafe
Covington, LA
12.2021 - 06.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Assistant Manager
HiHo BBQ
Ponchatoula, LA
06.2014 - 12.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Receiving Manager
S&W
Hammond, LA
11.2018 - 10.2020
- Unloaded, sorted and stored incoming merchandise.
- Verified deliveries against paperwork and contacted vendors to resolve discrepancies.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Organized storage areas to optimize materials movements and minimize labor hours.
Assistant Manager
Wolf Pack Subs
Loranger, LA
11.2012 - 03.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
Highschool Diploma -
Hammond High School
Hammond, LA05.2007
Skills
- Customer services
- Inbound Call Management
- Time Management
- Problem-Solving
- Multitasking
- Reliability
- Organizational Skills
- Record-keeping
- Cash Handling
- Strong Work Ethic
- Pallet jacking
- Order Picking
- Shipping and receiving
- Cleaning and Organizing
- Staff Supervision
- Employee Scheduling
Timeline
Customer Advocate
Safelite Auto Glass
03.2024 - 08.2024
Administrative Assistant
LA Plumbing Solutions
10.2022 - 02.2024
Server
Fat Spoon Cafe
12.2021 - 06.2023
Receiving Manager
S&W
11.2018 - 10.2020
Assistant Manager
HiHo BBQ
06.2014 - 12.2021
Assistant Manager
Wolf Pack Subs
11.2012 - 03.2014
Highschool Diploma -
Hammond High School