Kaylyn Phillips
Chicago,IL
Summary
People-oriented team leader, successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Core competencies include policy development, implementation, and maintenance. While managing Starbucks barista team, successfully increased employee retention rate by 25%.
Overview
6
6
years of professional experience
Work History
Donor Support Lead
International Fellowship of Christians and Jews
Chicago , IL
2024.05 - Current
- Developed and implemented processes to ensure customer satisfaction.
- Created and maintained up-to-date documentation of support procedures.
- Provided technical guidance to team members on troubleshooting customer issues.
- Monitored the progress of escalated cases to resolution.
- Responded to customer inquiries via telephone, email, chat.
- Assisted in the training of new staff members on customer service techniques.
- Conducted daily meetings with support staff to review tickets and prioritize tasks.
- Analyzed incoming requests for technical assistance and identified solutions accordingly.
- Coached and mentored junior support personnel in resolving complex problems.
- Maintained a high degree of confidentiality when dealing with sensitive information.
- Collaborated with other departments to resolve cross-functional issues.
- Ensured compliance with established policies and procedures related to customer service operations.
- Performed follow-up calls with customers after issue resolution was completed.
- Participated in root cause analysis sessions for recurrent customer complaints.
- Established relationships with key stakeholders from external organizations.
- Reviewed existing support protocols for accuracy and updated as necessary.
- Utilized enterprise desktop management tools to remotely assist others and deploy software.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Team Lead
Starbucks
Milwaukee , WI
2022.01 - 2024.02
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Maintained accurate records of employee attendance and task completion times.
- Analyzed data from various sources to identify trends or patterns in customer behavior.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Worked closely with shipping, warehouse and other personnel to coordinate movements and keep workflows smooth.
- Researched and analyzed current and proposed policies to evaluate their potential impact on stakeholders.
- Drafted reports that summarized findings from research projects, outlining implications of proposed policy changes.
- Provided technical advice and expertise regarding the implementation of laws, regulations, and policies at the local, state, and federal levels for Environmental Sustainability, Store Behavior, and Ethical Conduct
- Evaluated existing policies against best practices to ensure they are up-to-date and effective. Maintained those policies as needed.
Legislative Aide
Pathfinders
Milwaukee , WI
2018.12 - 2021.12
- Developed policy briefs and researched to inform policy decisions.
- Analyzed current and proposed policies, identified potential issues, and developed solutions.
- I have prepared written summaries of policy proposals for senior management review.
- Assisted in the implementation of approved policies by liaising with stakeholders.
- Conducted interviews with relevant experts to gain insights into public opinion on certain topics.
- Gathered data from various sources to identify trends that could impact policy decisions.
- Researched legal implications associated with proposed policies and provided recommendations accordingly.
- Oversaw planning and implementation of different initiatives.
- Wrote detailed reports explaining policy actions and impacts.
- Developed proposals, roadmaps, and reports for each potential improvement.
- Managed communication and deepened relationships between different parties.
Education
Bachelor of Science - Sociology
Cardinal Stritch University
Milwaukee, WI2023-05
High School Diploma -
Plainfield East High School
Plainfield, IL2018-08
Skills
- Project Coordination
- Microsoft Windows and Office
- Teamwork and Collaboration
- Active Listening
- Policy Implementation
- Policy Development
- Policy Interpretation
- Recruitment and hiring
- Team Building
- Coaching and Development
- Individual and group coaching
- Team Development
- Interpersonal Communication
- Google Drive
Affiliations
- Mentor at the YMCA for youth & teens
- Book Club president with over 150 books read this past summer
- Volunteered at Howard Brown LGBTQ+ Clinic to assist with the development & implementation of Chicago's Gay Pride Parade
- Summer Resident Assistant throughout a year of my college career.
- Black Student Union president, throughout my college career.
Accomplishments
- increased employee retention as Starbucks Team Lead by 25% in 2023.
- Received "Best Mentor" at YMCA for Teen and Youth Leadership
- Certified as a Personal Health & Wellness coach for nutrition and health in my sophomore year of college.
References
References available upon request.
Timeline
Donor Support Lead
International Fellowship of Christians and Jews
2024.05 - Current
Team Lead
Starbucks
2022.01 - 2024.02
Legislative Aide
Pathfinders
2018.12 - 2021.12
Bachelor of Science - Sociology
Cardinal Stritch University
High School Diploma -
Plainfield East High School
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