Kayla Hamric

I resigned after my husband suffered a critical leg injury, requiring me to care for him for several months.

• Incorporated best practice methodologies to give Hard Rock customers world-class experiences.
• Undertook reservation responsibilities by accurately communicating hotel rates and other pertinent information and utilized suggestive selling techniques to sell room nights and increase property occupancy, increasing overall revenue, frequently earning Hard Rock's top 20% distinction.
• Actively listened to customers, handled concerns quickly, and escalated significant issues.
• Collaborated with hotel staff, restaurants, and casino hosts to resolve requests and issues efficiently, saving thousands of dollars of lost business.
• Utilized Hard Rock's CRM (customer relationship management) system to track complimentary items to qualified guests to foster guest satisfaction and repeat business with exclamatory proficiency.
• Maintained up-to-date knowledge of resort facilities and casino events to proficiently answer guests' questions and requests so guests leave vacations highly satisfied.

Decided to become an entrepreneur and attempt to see an idea come to fruition.

• Founded and managed social media business incorporating live chat, Facebook-style profiles, and user-submitted learning modules.
• Cultivated agile development team as product owner, leading to fast delivery with few bugs
• Managed day-to-day business operations.
• Facilitated various scrum ceremonies, including sprint reviews, daily stand-up discussions, sprint planning, and backlog grooming, which achieved greater agility, team collaboration, and unification.
• Experienced WordPress developer, directly led development including CSS, sophisticated WordPress design strategies, and configuration and use of numerous advanced plug-ins, including WPForms, Ninja Tables, PayPal, and various themes.
• Managed legal business operations (LLC registration, yearly renewal, DBA registration, and research of relevant law) to achieve compliance with state and federal regulations.

• Customer Care Lead responsible for mentoring twelve lower-level coworkers and taking calls.
• I assisted customers in inbound calls and emails using cultivated skills to leave them with fantastic experiences and regularly scored 90% or higher on my QA evaluations.
• Cultivated corporate customer care team culture of exceptional attitude, innovative solutions, and inspiring ideas, leading to many becoming team policy.
• Resolved concerns with products or services to help with retention and drive sales.
• Acted with energy and dedication to fulfill veteran duties, especially regarding every client's relevant products, solutions, and services.
• Resulting from passion for Magic Leap became responsible for directly connecting with Magic Leap's development team to triage high-importance bugs.
• Nurtured agile environment by following requirements and best practices to foster reduced client call times and SLAs (service level agreements) resulting in at least thousands of dollars in savings.
• Devised solutions and mobilized my team to nurture environment and requirements necessary to reduce client call times and SLAs, resulting in thousands in savings.

• Provided distinctive and decisive customer care in service of various local municipality customers who, for reasons such as non-payment of traffic tickets, resulted in wheel clamps being installed on vehicle tires.
• Delivered exceptional customer service on collection calls and maintained friendly, calm, and professional demeanor.
• Consistently met and often exceeded company goals for average call times of eight minutes or less while offering professional and qualified service.
• Negotiated to collect owed balances in full.
• Analyzed every call for potential fraud and threats of vandalism to client property and responded with decisive and efficient actions while continuing to service customers with utmost professionalism while saving tens of thousands of dollars in potentially damaged client property.

• Responded to incoming calls from medical providers and triaged inquiries about claim statuses, promptly providing requested and relevant information.
• Worked with customer service departments to obtain accurate information and dispositions.
• Worked productively in fast-moving work environments to process large volumes of claims.
• Analyzed and addressed escalated claims to resolve issues quickly.