Kieyna Hodges
Upatoi,GA
Summary
Customer Support Specialist who brings high-volume service environments experience, performance evaluation discipline, and a strong focus on compliance to customer-facing support work. Draws on training and needs-analysis skills to help customers get clear answers, resolve 20-40 tickets per week, reduce repeat issues, and support consistent service delivery. Uses structured learning plans and KPI awareness to improve responsiveness and help teams stay ready for changing demand.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Customer Support Specialist
MKI Holdings
Upatoi, GA
01.2025 - Current
- Monitor KPI tracking and analyze trends to guide operational decisions and support workforce planning.
- Streamline operational workflows to improve efficiency and reduce delays across daily operations.
- Develop training programs that raise staff performance and reinforce compliance with safety standards and labor laws.
- Manage budgets for 15+ projects to support timely delivery and cost control.
Customer Support Manager
Sun Nails
Columbus, GA
05.2019 - 04.2024
- Conducted performance evaluations and improved team productivity by 60% through clearer coaching and follow-up.
- Developed training programs aligned with organizational goals to strengthen employee capability and support process improvement.
- Analyzed training needs and built targeted development plans that addressed skill gaps across the staff.
- Led cross-functional teams to design learning solutions that improved consistency and supported workforce planning.
Legal Assistant
Law Office of Andrew Alitowski
Columbus, GA
05.2014 - 02.2019
- Managed electronic filing systems in specialized legal software, maintaining compliance with regulatory standards and office procedures.
- Streamlined document management workflows, improving retrieval efficiency and reducing turnaround time for legal documents.
- Handled confidential information with discretion while upholding strict professional ethics and client confidentiality.
- Tracked 22 check requests, invoices, and accounts payable and receivable records in Google Sheets.
Administrative Assistant
Lawrence Construction Services
Philadelphia, PA
12.2013 - 01.2014
- Coordinated 15+ project schedules and communicated updates to team members and stakeholders.
- Managed daily office operations while maintaining efficient workflow and adherence to company policies.
- Developed and maintained filing systems to improve document retrieval and streamline records access.
- Supported workforce planning and employee engagement through clear communication with internal stakeholders.
- Tracked performance metrics and KPIs to support administrative reporting and day-to-day coordination.
Education
MBA - Human Resources Management
Capella University
Minneapolis, MNBachelor of Science - Psychology
Capella University
Minneapolis, MNDiploma - Addictions, Substance Abuse And Mental Health
Alison
Skills
Problem-solving
Decision-making
Employee relations and conflict resolution
MS office
KPI tracking
Cross-functional communications
Certification
Six Sigma White Belt
CPR, AED, First AID
CITI Compliance
Timeline
Customer Support Specialist
MKI Holdings
01.2025 - Current
Customer Support Manager
Sun Nails
05.2019 - 04.2024
Legal Assistant
Law Office of Andrew Alitowski
05.2014 - 02.2019
Administrative Assistant
Lawrence Construction Services
12.2013 - 01.2014
Diploma - Addictions, Substance Abuse And Mental Health
Alison
Bachelor of Science - Psychology
Capella University
MBA - Human Resources Management
Capella University