Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kayla Onuorji

Kayla Onuorji

Houston

Summary

Dynamic supervisor with a proven track record at Veteran’s Evaluation Services, excelling in performance evaluation and employee training. Skilled in call monitoring and conflict resolution, I drive team success through effective communication and strategic problem-solving, consistently enhancing operational efficiency and achieving high standards in customer service. Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Supervisor

Veteran’s evaluation Services
12.2022 - Current
  • Conducting interviews for Call Center Agents, updating portfolios.
  • Approving timecards at the end of each week.
  • Conducting weekly meetings with each agent covering their stats, attendance and area of opportunities.
  • Conducting weekly team meetings, covering updates, providing clarification on information.
  • Listening to calls, grading calls by skpi system.
  • Answer questions from staff and provide guidance and feedback.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems.
  • Prepare monthly/annual results and performance reports.
  • Traveling with the company to train agents at a different facility.
  • Training new agents during nesting.
  • Creating meeting for corrective actions.
  • Reviewing agents work, providing feedback.

Call Center Agent/Senior

Veteran’s evaluation Services
11.2019 - 01.2023
  • Answering phone calls, up to 60 calls per day.
  • Verifying information Veteran’s contact information.
  • Updating information on Veteran claims, submitting reschedules, relocations, confirming appointments.
  • Notifying providers about cancellations.
  • Knowledgeable on medical terminology.
  • Reviewing agents works, ensuring errors are corrected in a timely matter.
  • Communicating with agents, answering questions.
  • Sending out productivity emails when supervisor is absent.

Assistant Manager

Spec’s Wines & Spirits
04.2018 - 11.2023
  • Attracted customers by originating display ideas; following display suggestions or schedules; constructing or assembling prefabricated display properties; producing merchandise displays in windows and showcases, and on sales floor.
  • Promoted sales by demonstrating merchandise and products to customers.
  • Helped customers by providing information; answering questions; obtaining merchandise requested; completing payment transactions; preparing merchandise for delivery.
  • Prepared sales and customer relations reports by analyzing and categorizing sales information; identifying and investigating customer complaints and service suggestions.
  • Maintained a safe and clean store environment.
  • Maintained inventory by checking merchandise to determine inventory levels; anticipating customer demand.
  • Trained store staff by reviewing and revising orientation to products and sales training materials; delivering training sessions; reviewing staff job results and learning needs developing and implementing new product training.
  • Prepared reports to the Manager by collecting, analyzing, and summarizing information.
  • Maintained quality service by establishing and enforcing organization standards.
  • Contributes to team effort by accomplishing related results as needed.

Receptionist

Massage Envy
02.2016 - 03.2018
  • Answered phone calls.
  • Scheduling customers for massages.
  • Set and checked members and guests in and out for appointments.
  • Greeted members and guests upon arrival.
  • Promoted the Wellness Program.
  • Re-engaging inactive members.
  • Kept management apprised of member concerns and following manager’s policies, procedures and direction.
  • Uphold the Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy.
  • Stayed updated on retail products and promotions.
  • Recognized and supported team goals and creating and maintaining positive relationships with team members.

Daycare Teacher

Children’s Adventure Learning
01.2012 - 02.2016
  • Designed and followed a full schedule of activities and discover suitable teaching material.
  • Balanced your teaching between logical and social exercises.
  • Provided basic care and caregiving activities.
  • Used a wide range of teaching methods, such as stories, media, indoor or outdoor games, and drawings to enhance the child’s abilities.
  • Evaluated children’s performance to make sure they are on the right learning track.
  • Remained in constant communication with parents and updated them on the progress of their children.
  • Identified behavioral problems and determined the right course of action.
  • Collaborated with other colleagues.
  • Adhere with teaching standards and safety regulations as established by the official sources.

Education

Completion -

Foster High School
08.2014

Skills

  • MS Office
  • Excel
  • PowerPoint
  • Max agent
  • SKPI
  • Amazon connect
  • Written communication
  • Oral communication
  • Multi-tasking
  • Prioritization
  • Deadline management
  • Research
  • Problem solving
  • Telephone etiquette
  • 40 WPM
  • Conflict resolution
  • Customer service
  • Team building
  • Timecard approval
  • Performance evaluation
  • Call monitoring
  • Employee training

Certification

  • TABC
  • Food Handlers
  • CPR

Timeline

Supervisor

Veteran’s evaluation Services
12.2022 - Current

Call Center Agent/Senior

Veteran’s evaluation Services
11.2019 - 01.2023

Assistant Manager

Spec’s Wines & Spirits
04.2018 - 11.2023

Receptionist

Massage Envy
02.2016 - 03.2018

Daycare Teacher

Children’s Adventure Learning
01.2012 - 02.2016

Completion -

Foster High School

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Kayla Onuorji