Summary
Overview
Work History
Education
Skills
Timeline
Generic

KAYLA OGLE

Huntsville

Summary

Sports Marketing Student skilled in the leveraging of social media to boost a brand's loyalty and visibility. Detailed-oriented, organized, creative in Event Management. Knowledge of inbound and outbound marketing strategies to develop and grow customer base. Hospitality background offers customer satisfaction through exceptional and courteous service and effectively handling client situations. Sports Media Web-Design Event Management Multi-media Marketing Public Relations Customer service-oriented. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

13
13
years of professional experience

Work History

Service & Engagement Team Leader

Target
12.2020 - Current
  • Demonstrate a service culture that prioritizes the guest service experience. Model, train and coach expectations to deliver the service standard.
  • Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
  • Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery.
  • Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement.
  • Be a champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience (Including Target RedCard and Wallet).
  • Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences.
  • Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path.
  • Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture.
  • Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors.
  • Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas.
  • Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest.
  • Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends.
  • Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales.
  • Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events.
  • Evaluate and recommend candidates for open positions and develop a guest-centric team.
  • Close knowledge and skill gaps through training and experiences.
  • Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams.
  • Expect and enable team members to deliver orders efficiently and accurately to digital guests.
  • Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment.
  • Support guest services such as back-up cashier, order pick up (OPU) and Drive-up (DU) and maintain a compliance culture while executing those duties, such as compliance with federal, state, and local adult beverage laws.
  • All other duties based on business needs.

Director of Fan Services

Huntsville Havoc
06.2018 - 10.2020
  • Develop, execute and supervise strategic ticket sales plans and initiatives annual department sales revenue goals.
  • Managed contracts for season ticket holders.
  • Managed group tickets, single game tickets, and fundraisers.
  • Answered calls, took messages and handled correspondence. maintained diaries and arranged appointments.
  • Managed donation requests, mascot relations, and outings. Scouted locations, solicited bids, managed vendor relationships and client communications, created and negotiated contracts, and managed budgets.
  • Managed seating charts.
  • Managed customers payment plans.
  • Game day operations and strategized with the team to increase business volume.
  • Player Liaison for the hockey team of 22 players at a time.
  • Over our internship program, booking anthem singers, colors, and any bands.
  • Assists with social media channels and with anything else the office needed.

Groups Account Executive

Knoxville Ice Bears
10.2017 - 05.2018
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.
  • Qualified leads, built relationships and executed sales strategies to drive new business.
  • Resolved issues promptly to drive satisfaction and enhance customer service.
  • Executed successful sales strategies to convert leads into customers.
  • Collaborated with internal teams to develop account strategy.
  • Managed accounts worth a total of $90,000 in season tickets.
  • Monitored client accounts, analyzed incoming and outgoings, and performed daily and weekly reports.
    Manager of the ticketing team.
  • Maintains current and historical sales plan data including management of department CRM system to analyze results,
    track data and effectiveness of implemented ticket sales plans and initiatives for all events.
  • Skilled in Excel Spreadsheets and Quickbooks.
  • Game day operations and strategized with the team to increase business volume.
  • Sold and printed tickets from Ticketmaster One.
  • Managed ticketing Interns.

Logistics Recruiter

Landstar GAD- Crosson Agency
06.2017 - 10.2017
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
  • Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
  • Advertised job opportunities on social media platforms and job boards.
  • Assisted with onboarding and orientation of new hires to expedite acclimatization process.
  • Coordinate and monitor supply chain operations.
  • Ensure premises, assets and communication ways are used effectively.
  • Utilize logistics IT to optimize procedures.
  • Recruit and coordinate logistics staff (e.g. truck drivers) according to availabilities and requirements.
  • Supervise orders and arrange stocking of raw materials and equipment to ensure they meet needs.
  • Communicate with suppliers, retailers, customers etc. to achieve profitable deals and mutual satisfaction.
  • Plan and track the shipment of final products according to customer requirements.
  • Keep logs and records of warehouse stock, executed orders etc.
  • Prepare accurate reports for management.

Greeter

Walt Disney World Swan Hotel
09.2014 - 01.2016
  • First & last to interact with guests as they entered & exited the restaurant
  • Monitored the open dining sections, estimated wait times for guests, and ensured guest needs were met while in our location
  • Accepted payment from customers and made change as necessary
  • Received frequent customer compliments for going above and beyond normal duties
  • Maintained a professional tone at all times, including during peak rush hours.

Event Guide

Universal Studios Orlando
07.2014 - 01.2015
  • Assisted with arrivals and check-in of Event Guests
  • Facilitated movement of groups throughout the resort parks
  • Provided overall itinerary information and assistance to Special Event Guests
  • Maintained boundaries of Event & assisted with event set up.

Cast Member

Walt Disney World
05.2013 - 05.2014
  • Took necessary steps to meet customer needs and effectively resolve food or service issues
  • Correctly received orders, processed payments and responded appropriately to guest concerns
  • Served orders to customers at windows, counters and tables
  • Packaged menu items into bags or trays and placed drink orders into carriers
  • Operated large-volume cooking equipment such as grills, deep-fat fryers and griddles
  • Prepared and served beverages such as coffee, tea and fountain drinks
  • Quickly and efficiently processed payments and made accurate change.Mastered Point of
  • Sale (POS) computer system for automated order taking.

Sales Associate

Old Navy
10.2010 - 05.2013
  • Shared product knowledge with customers while making personal recommendations
  • Maintained friendly and professional customer interactions
  • Worked as a team member to provide the highest level of service to customers
  • Opened shipment, moved merchandise, & created new looks.

Education

High School Diploma -

Etowah High School, America
Attalla, AL
2010

Bachelor of Sports Marketing & Media - Marketing

Full Sail University
Winter Park, FL
08.2016

Associate of Arts - General Studies

Gadsden State Community College
Gadsden, AL

Skills

  • Documentation and Reporting
  • Technical Support
  • Employee Evaluation
  • Team Supervision
  • Issue Resolution
  • Mentoring
  • Complaint Resolution
  • Work Planning
  • Shift Scheduling
  • Attention to Detail
  • Team Check-Ins
  • Onboarding and Orientation

Timeline

Service & Engagement Team Leader

Target
12.2020 - Current

Director of Fan Services

Huntsville Havoc
06.2018 - 10.2020

Groups Account Executive

Knoxville Ice Bears
10.2017 - 05.2018

Logistics Recruiter

Landstar GAD- Crosson Agency
06.2017 - 10.2017

Greeter

Walt Disney World Swan Hotel
09.2014 - 01.2016

Event Guide

Universal Studios Orlando
07.2014 - 01.2015

Cast Member

Walt Disney World
05.2013 - 05.2014

Sales Associate

Old Navy
10.2010 - 05.2013

High School Diploma -

Etowah High School, America

Bachelor of Sports Marketing & Media - Marketing

Full Sail University

Associate of Arts - General Studies

Gadsden State Community College

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KAYLA OGLE