Kayla Thornton
Chattanooga,TN
Summary
Highly-motivated and result-driven job seeker with experience as a customer service representative and business development representative. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Pondera Services-Remote
09.2023 - 01.2024
- Answered inbound calls, chats and emails to facilitate customer service.
- Updated databases with new and modified customer data.
- Answered customer inquiries and provided accurate information regarding products and services.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Business Development Representative/ Inside Sales
TimeZest-Remote
02.2022 - 06.2023
- Identified business prospects through cold calling, networking, marketing and database leads.
- Researched target accounts to build a pipeline of qualified leads.
- Identified key decision makers within target companies and initiated contact with them.
- Responded quickly to inquiries from potential customers via phone or email.
- Worked closely with the sales team to develop strategies for achieving sales targets and increasing revenue.
- Managed CRM database, ensuring accurate and up-to-date information on leads and clients.
- Analyzed sales data to identify areas of improvement in our processes.
- Developed and maintained strong relationships with current and prospective clients to expand market presence.
- Provided regular updates on progress towards meeting monthly targets.
- Met or exceeded sales quotas of reporting periods and earned recognition for highest company sales volume.
Field Representative
Action 24/7-Chattanooga, TN
Chattanooga, TN
10.2021 - 02.2022
- Coordinated with other departments to ensure smooth operation of projects within the team.
- Developed relationships with key stakeholders such as customers, vendors, suppliers.
- Ensured compliance with all applicable laws, regulations, policies, procedures and standards.
- Inspected locations for safety hazards or potential risks prior to conducting field work.
- Created and maintained records of performance reports.
- Maximized sales by providing information, showcasing features, and answering diverse questions.
- Met or exceeded sales quotas of reporting periods and earned recognition for highest company sales volume.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Networked at industry events and conferences to generate leads and promote offerings.
Web Page Developer
LeapFrog Digital LLC-Remote
03.2021 - 08.2021
- Created and maintained page layout templates for the company website.
- Edited existing pages to ensure accuracy of information.
- Resolved issues related to broken links, missing images, and other inconsistencies.
- Collaborated closely with project managers, designers, and other developers in order to complete tasks efficiently and effectively.
Inbound and Outbound Warehouse Associate
Amazon-Chattanooga, TN
Chattanooga, TN
11.2019 - 04.2021
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Placed products on conveyors for final wrapping and shipment.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
- Adhered strictly to company guidelines concerning health and safety standards during work shifts.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Followed established procedures for receiving, storing, rotating, picking and shipping merchandise.
- Reported damaged products or safety hazards to immediate supervisor.
- Attended mandatory training sessions regarding safety protocols, operational procedures and new technology implementation.
- Used handheld scanners to key in data for packages.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
Head Bartender
Applebee's-Chattanooga, TN
Chattanooga, TN
03.2017 - 09.2019
- Performed opening and closing duties such as setting up glasses and bar equipment and restocking items.
- Ordered and maintained inventory of bar products, alcohol, soft drinks and supplies to drive high volume of sales.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Trained new bartenders on upselling techniques, drink preparation, and proper techniques for mixing drinks and pouring beers.
- Maintained a clean work area with appropriate safety standards according to health regulations.
- Provided excellent customer service by attending to guests' needs promptly and courteously.
- Handled food orders from customers seated at the bar.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Checked identification of patrons who appeared under age 30.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Handled complaints and disputes from customers to promote customer satisfaction.
- Organized bar supplies in stock room to support timely and efficient retrieval and replenishment.
- Upsold customers from shelf to premium brands to help boost sales.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Effectively multitasked within fast-paced environment.
- Greeted guests with friendliness and professionalism.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Greeted frequent visitors by name and explained new promotions.
Server/Bartender
Applebee's-Fort Oglethorpe, GA
Fort Oglethorpe, GA
10.2014 - 09.2016
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
- Monitored dining room for cleanliness and proper set-up at all times.
- Greeted guests and provided menus.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Answered questions and recommended specials to increase profits.
- Took orders from customers accurately and in a timely manner.
- Operated POS terminals to input orders, split bills and calculate totals.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Provided exceptional service to high volume of daily customers.
- Trained new employees to retain knowledge of all menu items and how to complete server duties before, during, and after shift.
- Effectively multitasked within fast-paced environment.
Stay at Home Mother
Unemployed-Ringgold, GA
Ringgold, GA
11.2009 - 10.2014
- Stayed at home and cared for daughter from newborn to 5 years of age.
Hostess/Server
Applebee's-Chattanooga, TN
Chattanooga, TN
06.2009 - 11.2009
- Greeted and escorted guests to seating area, furnished menus and highlighted daily specials.
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Managed reservations, waitlists, and special requests for large parties.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seatings.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
Education
In Progress - Social Science
Chattanooga State Community College
Chattanooga, TN02.2026
High School Diploma -
Heritage High School
Ringgold, GA06-2009
Skills
- Customer service
- Typing
- Sales
- Digital Marketing
- Field Service
- Microsoft Word
- Upselling
- HubSpot
- Business development
- B2B sales
- Marketing automation
- Cold calling
- Appointment Scheduling
- NetSuite
- Inside Sales
- Search Engine Optimization (SEO)
- SaaS
- Google Docs
- Mac OS
- IOS
- CRM Software
- POS
- Cash register
- Research
- Data Collection
- Data Entry
- Email marketing
- Serving
- Bartending
- Leadership
- Cash handling
- Communication skills
- Microsoft Office
- Time management
- Hospitality
- Problem-solving abilities
- Computer Proficiency
- High-energy attitude
- Organizational skills
- Phone etiquette
Certification
- Driver's License, 09/2021, 09/2029
- ASE Certification
Assessments
- Customer service, Proficient, 01/2022
- Typing, Proficient, 11/2021
- Attention to detail, Proficient, 11/2021
- Sales skills, Proficient, 12/2021
- Verbal communication, Proficient, 07/2023
- Data entry: Attention to detail, Proficient, 12/2023
- Work style: Reliability, Proficient, 01/2022
- Scheduling, Proficient, 04/2023
- Supervisory skills: Motivating & assessing employees, Proficient, 02/2023
- Outside sales, Proficient, 02/2023
- Customer focus & orientation, Proficient, 01/2022
- Sales skills, Proficient, 06/2023
- Management & leadership skills: Impact & influence, Proficient, 04/2024
- Written communication, Proficient, 11/2021
References
References available upon request.
Timeline
Customer Service Representative
Pondera Services-Remote
09.2023 - 01.2024
Business Development Representative/ Inside Sales
TimeZest-Remote
02.2022 - 06.2023
Field Representative
Action 24/7-Chattanooga, TN
10.2021 - 02.2022
Web Page Developer
LeapFrog Digital LLC-Remote
03.2021 - 08.2021
Inbound and Outbound Warehouse Associate
Amazon-Chattanooga, TN
11.2019 - 04.2021
Head Bartender
Applebee's-Chattanooga, TN
03.2017 - 09.2019
Server/Bartender
Applebee's-Fort Oglethorpe, GA
10.2014 - 09.2016
Stay at Home Mother
Unemployed-Ringgold, GA
11.2009 - 10.2014
Hostess/Server
Applebee's-Chattanooga, TN
06.2009 - 11.2009
- Driver's License, 09/2021, 09/2029
- ASE Certification
In Progress - Social Science
Chattanooga State Community College
High School Diploma -
Heritage High School
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