Kyla Larson
Princeton,USA
Summary
Results-driven leader with extensive experience in operations management and customer service. Developed customer service protocols and led security operations, enhancing team performance and complaint resolution. Skilled in office management, accounting, invoicing, database management, and vendor negotiations. Committed to delivering effective support and fostering collaboration within teams.
Overview
17
17
years of professional experience
Work History
Customer Service Team Lead
Wal-Mart
Princeton, USA
04.2022 - 03.2024
- Led team of 10 in developing new customer service protocols, demonstrating strong interpersonal and communication skills.
- Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise.
- Mentored and coached team members to ensure successful performance.
- Trained staff on product knowledge to ensure customers received accurate information, displaying excellent instructional abilities.
- Supervised daily staff activities to prioritize tasks and maintain quality standards.
- Delegated tasks based on project requirements and individual strengths to optimize team effectiveness.
- Analyzed customer feedback surveys to detect potential trends or opportunities for improvement, evidencing keen insight into consumer behavior.
Protocol Officer
United States Air Force
01.2018 - 01.2022
- Developed and implemented diplomatic protocol procedures for high-level government officials and foreign dignitaries.
- Managed the Distinguished Visitor Program relating to customs and diplomatic formality, precedence, and etiquette.
- Coordinated meetings between foreign dignitaries and domestic representatives to foster positive diplomatic relationships.
- Advised senior staff on appropriate responses to inquiries from other nations' embassies or consulates regarding protocol issues.
- Developed detailed itineraries for formal ceremonies for fallen warriors and promotions, ensuring effective room block management and videoteleconferencing.
- Administered training and created awareness presentations to enhance understanding of diplomatic protocol.
- Prepared reports to summarize operational results and financial performance.
- Maintained and updated a customer account database to streamline access and improve data integrity.
Emergency Center Control Supervisor
United States Air Force
01.2016 - 01.2018
- Led threat response initiatives and enforced force protection protocols to safeguard property valued at $1.2B.
- Ensured force protection posture to safeguard personnel and assets from potential threats.
- Led a team of 15 in monitoring alarm detection systems across 27 facilities and 8 restricted areas, enhancing overall security posture.
- Organized an active shooter training that evaluated 140 personnel.
- Corrected 10 security write ups resulting in achieving 100% security compliance.
- Conducted over 90K parameter searches supporting Anti-Terrorism measures and responded to emergencies.
- Initiated reporting, assisted in personnel evacuation, secured airfields, and attained evidence for investigators.
- Coordinated 51 logistical movements, ensuring timely and secure delivery of 176 tons of hazardous material.
- Maintained the Rapiscan Systems to process and screen personnel and equipment.
- Managed an $80K equipment inventory; returned over 15 tons of unserviceable assets.
- Created event briefing linking host nation and base personnel (DFAC transfer).
Reports and Analysis Specialist
United States Air Force
01.2012 - 01.2016
- Developed analysis supporting Crime Reduction Programs based on criminal and traffic statistical data.
- Processed traffic citations and tracked trends crafting prevention measures.
- Achieved a 20% reduction in violations through targeted actions.
- Slashed reporting errors by 50% and reduced change over by 2 weeks.
- Decreased law enforcement collection reporting errors by 40%.
- Reduced documentation errors and kick-backs by 35%, enhancing accuracy in reporting.
- Processed citations and District Court magistrate violations; collected payments totaling over $6.5K in fines.
- Oversaw the Resource Protection Program surveying 26 Controlled areas and 9 Sensitive Compartmented Information Facilities (SCIFs).
- Trained and certified 81 personnel in using national and local Management Information Systems.
- Managed workflow processes, ensuring deadlines were met within budget constraints.
- Built relationships with clients through effective communication, fostering collaboration and trust.
- Developed specialized skills in customer service and client relations.
- Reduced out-of-pocket costs by organizing effective fundraising events.
- Led a donation drive that collected over 150 pounds of clothing and raised $2K for the High Sky Children's Ranch.
- Updated the incident management training that identified step-by-step procedures.
Response Force Member
United States Air Force
01.2007 - 01.2012
- Managed personnel entry and exit, conducted boundary surveillance and patrol to secure Air Force B-2 aircraft fleet valued over $46.2B.
- Responded to emergency situations with rapid deployment and coordinated action.
- Conducted security assessments to identify vulnerabilities and improve safety protocols.
- Implemented security measures to protect level 1 weapons storage area.
- Collaborated with team members during training exercises to enhance operational readiness.
Education
Associate - Police Science
Community College of The Air Force
Montgomery10-2020
Skills
- Customer focus
- Complaint resolution
- Administrative Support
- Vendor Management
- Order Processing
- Shipping Coordination
- Inventory Management
- Data Entry
- Records Management
- Document Control
- Performance Metrics
- Operations management
- Cross-Functional Leadership
- Safety Compliance
Timeline
Customer Service Team Lead
Wal-Mart
04.2022 - 03.2024
Protocol Officer
United States Air Force
01.2018 - 01.2022
Emergency Center Control Supervisor
United States Air Force
01.2016 - 01.2018
Reports and Analysis Specialist
United States Air Force
01.2012 - 01.2016
Response Force Member
United States Air Force
01.2007 - 01.2012
Associate - Police Science
Community College of The Air Force