Kayla Rowland
Small Business Owner / Customer Service Specialist
Springfield,IL
Summary
Over the past 11 years I have built a successful business providing top quality Massage Therapy to our community. Serving my community is what makes me happy. I'm looking to expand my experience and share my passion for customer service.
Overview
12
12
years of professional experience
Work History
Small Business Owner
Self-employed
Springfield, IL
07.2016 - Current
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Achieved high levels of customer satisfaction with empathetic listening skills and clear communication about treatment plans.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Maintained client treatment records and designed long-term care programs for return customers.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
Massage Therapist
Massage Luxe Spa
Springfield, IL
09.2013 - 07.2016
- Contributed to the overall success of the spa by actively participating in team meetings and training sessions.
- Fostered a positive and calming atmosphere in the treatment room, allowing clients to feel comfortable and at ease during their sessions.
- Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
- Expanded clientele by offering specialized treatments such as deep tissue, sports, and prenatal massages.
- Expanded knowledge of various modalities through continuing education courses, enhancing skillset as a therapist.
- Ensure client safety adhering to strict hygienic practices and proper draping techniques.
Opening Shift Manager
Plato's Closet
Springfield, IL
11.2012 - 08.2014
- Resolved customer complaints professionally and efficiently to maintain high levels of customer satisfaction.
- Enhanced team collaboration through regular communication, resulting in smoother shift transitions.
- Demonstrated excellent multitasking abilities while overseeing various aspects of store operations simultaneously during opening shifts.
- Developed strong relationships with customers, promoting brand loyalty and repeat business.
- Oversaw cash handling procedures, ensuring accuracy and security throughout opening shifts.
- Maintained cleanliness and organization of the store, contributing to a welcoming atmosphere for customers.
- Led by example in terms of punctuality, professionalism, and commitment to quality service throughout each opening shift.
- Adapted quickly to unexpected situations or challenges, maintaining smooth operations even under pressure.
- Served as a reliable point of contact for staff and customers alike, addressing any questions or concerns in a timely manner.
- Opened doors on time, greeted patrons and offered assistance with locating needed
Education
University of Spa & Massage Therapy
Springfield, IL 05.2001 -
Glenwood High School
Chatham, IL 05.2001 -
Skills
Timeline
Small Business Owner
Self-employed
07.2016 - Current
Massage Therapist
Massage Luxe Spa
09.2013 - 07.2016
Opening Shift Manager
Plato's Closet
11.2012 - 08.2014
University of Spa & Massage Therapy
05.2001 -
Glenwood High School
05.2001 -
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