Kayla Perdue
Beckley,WV
Summary
Consultative sales and customer coaching professional with experience in training facilitation, performance monitoring, and client relations. Known for relationship building, problem solving, and improving customer experiences through clear communication and reliable follow-up.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Home Expert
InspectionGo
Tyrone, Pennsylvania
06.2025 - Current
- Supported homebuyers as primary point of contact, offering personalized guidance throughout the homeownership transition process.
- Coordinated internet, television, home security, utilities, moving services, and insurance referrals to streamline customer transition into new homes.
- Completed needs assessments to learn customer preferences, suggest suitable service providers, and deliver tailored options.
- Built customer relationships through consultative sales, clear communication, and effective problem resolution.
- Managed customer accounts, scheduled consultations, and maintained records to ensure timely follow-up and effective service coordination.
- Collaborated with internal teams and third-party service providers to resolve customer concerns and facilitate seamless service delivery.
- Used CRM systems to track customer interactions, manage appointments, and record sales activity.
OJT Supervisor
IBEX Global
Beckley, West Virginia
08.2023 - 06.2025
- Directed and supervised a team of 75-100 employees in daily operations.
- Recruited, hired, trained, mentored, coached, and evaluated staff.
- Monitored call quality and coached agents to meet service standards, enhancing customer satisfaction.
- Supported performance reviews by documenting coaching sessions to track agent development.
- Maintained records of employee performance, attendance, and disciplinary actions to ensure compliance with company policies.
- Reviewed customer interactions for policy compliance.
- Shared process updates and client expectations with agents.
Trainer
Ibex
Beckley, West Virginia
08.2020 - 08.2023
- Delivered onboarding training for customer support agents at Ibex.
- Facilitated classroom sessions on call handling, systems use, and service standards.
- Coached agents on customer empathy, quality expectations, and communication skills.
- Assessed trainee readiness through practice exercises and knowledge checks.
- Adapted teaching methods according to the needs of individual learners or groups.
- Documented training activities, including attendance records and feedback forms, to evaluate effectiveness.
- Created multimedia presentations and facilitated virtual sessions to enhance engagement and learning outcomes.
Education
Pikeview Highschool
Princeton, WV05-2015
Skills
- Customer onboarding
- Service delivery
- Consultative sales
- Client relations
- Client retention
- Customer satisfaction
- Problem solving
- Conflict resolution
- Organizational skills
- KPI analysis
- Microsoft software proficiency
- Relationship building
Certification
- Notary Public
Timeline
Home Expert
InspectionGo
06.2025 - Current
OJT Supervisor
IBEX Global
08.2023 - 06.2025
Trainer
Ibex
08.2020 - 08.2023
Pikeview Highschool