Kayla Wagner
Summary
Results-driven customer service supervisor with 4+ years of experience in global chemical distribution. Skilled in resolving complex issues, optimizing processes, and managing high-profile accounts. Proven ability to enhance customer satisfaction, streamline operations, and lead teams effectively. Ready to bring strong leadership and strategic insight to a customer service manager role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Solutions Supervisor Corporate Accounts
Univar Solutions
01.2023 - Current
- Managed a team of customer solutions representatives, ensuring prompt resolution of complex customer issues and driving high levels of satisfaction across key accounts.
- Led special projects, such as automating the return process and improving plant proficiency nationwide, resulting in more efficient operations and increased customer satisfaction.
- Collaborated with cross-functional teams, including inside sales and engineering, to address technical challenges, meet aggressive timelines, and deliver seamless customer service.
- Provided coaching and mentorship to team members, fostering an environment of continuous learning and development.
- Analyzed data and feedback to develop solutions for ongoing service improvements, while maintaining compliance with company policies and procedures.
- Maintained strong relationships with customers and key stakeholders, ensuring open lines of communication and proactive issue resolution.
Customer Solutions Support Specialist
Univar Solutions
01.2022 - 01.2023
- Mentored and onboarded new customer service representatives, ensuring successful integration into the team and consistent delivery of service excellence.
- Acted as the escalation point for regional teams, resolving high-priority issues and coordinating with internal departments to ensure quick resolutions.
- Collaborated with sales teams to strengthen customer relationships and support business growth, playing an integral role in pre-sales planning and post-sales service delivery.
- Conducted order management and troubleshooting for new customer accounts, ensuring smooth onboarding and customer satisfaction.
- Organized and managed workflows, streamlining processes to improve service delivery and ensure on-time fulfillment of customer orders.
Customer Service Representative
Univar Solutions
02.2021 - 01.2022
- Processed and managed customer orders, identifying potential issues and providing quick, efficient solutions.
- Built long-term customer partnerships by understanding their needs and ensuring they received top-tier service.
- Analyzed service data to identify trends and opportunities for improvement, leading to streamlined processes and faster resolution times.
- Worked closely with internal teams to ensure smooth execution of orders and compliance with SLAs.
- Provided detailed reports and feedback to internal teams, helping to address customer pain points and improve the service experience.
Sales Professional
Sleep Number Corporation
09.2017 - 07.2020
- Delivered excellent customer service by identifying client needs and recommending tailored solutions.
- Utilized technical knowledge to provide customer support and troubleshoot product-related issues.
- Maintained high sales performance by building strong customer relationships and employing negotiation skills.
- Organized sales reports and collaborated with teams to improve customer satisfaction.
Education
Associate of Science - Marketing
Franklin University
Columbus, OHSkills
- Statistical Data Analysis
- Operational Risk Analysis
- Team Development
- Problem Solving
- Time Management
- Effective Communication
- Process Improvement
- Proficient in SAP, Service Cloud, Salesforce, Tableau, Microsoft Office Suite, Google Workspace, Azure
Certification
Working on ITIL
Timeline
Customer Solutions Supervisor Corporate Accounts
Univar Solutions
01.2023 - Current
Customer Solutions Support Specialist
Univar Solutions
01.2022 - 01.2023
Customer Service Representative
Univar Solutions
02.2021 - 01.2022
Sales Professional
Sleep Number Corporation
09.2017 - 07.2020
Associate of Science - Marketing
Franklin University
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