Kayla Thomas
Chicago,United States
Summary
Customer Support Specialist Expert in nurturing client champions and driving collaborative success in the tech space! Experienced and customer-centric professional with 9 years of dedicated expertise in customer support and client-facing roles. Proficient in technical troubleshooting, I have served as the trusted point of contact, consistently delivering exceptional support experiences. Over the past 4 years, I've thrived within B2B SaaS startups, cultivating robust relationships and innovating solutions. Known for adaptability, rapid learning, and unwavering curiosity, driven by a passion for exceeding customer expectations. With a relentless focus on product mastery and customer satisfaction, poised to elevate any support team to new heights of success.
Overview
5
5
years of professional experience
Work History
Sr. Sales Associate
A Bathing Ape®
05.2024 - Current
- Met sales objectives on consistent basis to drive company growth.
- Boosted sales revenue by developing and maintaining strong relationships with clients.
- Developed a deep understanding of the company''s products to effectively communicate their potential customers.
Team Lead
Jamba Juice
09.2023 - 06.2024
- Lead a team of team members at Jamba Juice, providing guidance and support to ensure smooth operations and exceptional customer service.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Increased customer satisfaction by ensuring timely completion of all smoothies & food and adherence to high-quality standards.
Customer Support Manager
TapResearch
02.2023 - 05.2023
- Led Customer Service Initiatives: Responded to a high volume of customer service requests promptly and effectively, ensuring a positive user experience for millions of users.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
Customer Success Manager
Scratchpad
01.2022 - 01.2023
- Main point of contact post sales launch and managed SMB - Enterprise portfolios (80 accounts)
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Technical Onboarding Manager
Booksy
10.2019 - 01.2022
- Managed technical onboarding demos for all assigned SMB Accounts as their assigned main contact (100+ accounts/merchants)
- Provided remote assistance to merchants experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Used ticketing systems (Zendesk) to manage and process support actions and requests.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Implemented strategies to reduce churn rates among existing merchants by proactively addressing attrition risks.
Customer Success Specialist
Cubi
05.2020 - 11.2020
- Main point of contact to all customers via phone, live chat and email
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM system effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Education
High School Diploma -
Homewood Flossmoor High School
06.2013
Skills
- Salesforce
- Zendesk
- Pipedrive
- Microsoft Office
- G-Suite
- JIRA
- Zoom
- Slack
- Productboard
- Calixa
- Atlassian
- Retool
- Front
- Chorus
- Webex
- Scratchpad
- Sendoso
- Intercom
- Okta
- Shopify
- Guru
Timeline
Sr. Sales Associate
A Bathing Ape®
05.2024 - Current
Team Lead
Jamba Juice
09.2023 - 06.2024
Customer Support Manager
TapResearch
02.2023 - 05.2023
Customer Success Manager
Scratchpad
01.2022 - 01.2023
Customer Success Specialist
Cubi
05.2020 - 11.2020
Technical Onboarding Manager
Booksy
10.2019 - 01.2022
High School Diploma -
Homewood Flossmoor High School
Similar Profiles
Shareef BlackmanShareef Blackman
Storer Manager at USAPE LLC, A Bathing ApeStorer Manager at USAPE LLC, A Bathing Ape
Farid YusufiFarid Yusufi
Sales Assistant at AAPE by a bathing Ape (luxury store)Sales Assistant at AAPE by a bathing Ape (luxury store)
Archit AgarwalArchit Agarwal
Manager at Bathing Solutions (a unit of K.R. Traders Pvt. Ltd.)Manager at Bathing Solutions (a unit of K.R. Traders Pvt. Ltd.)