Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kyla Lotz

Thousand Oaks,CA

Summary

Strong leader, capable of delivering excellent customer service and administrative excellence in all facets of clerical support and public interaction. Excels in calendar management, scheduling, and data-entry. Brings knowledge of the company's terminology and services to support and address customer inquiries and concerns. Results-oriented and successful at managing busy reception areas and answering multi-line telephone systems. Was a talented sales associate, effective at multi-tasking and maintaining a friendly attitude under pressure. Efficiently built loyalty and long-term relationships with customers while consistently achieving individual sales goals.

Overview

7
7
years of professional experience

Work History

Customer Service Manager

Golds Gym
01.2020 - 05.2023
  • Greeted members and visitors in-person and via telephone calls
  • Prepared, distributed, and filed documentations, reports, and daily paperwork
  • Ordered inventory
  • Scanned purchases, and processed cash, credit card, and check transactions
  • Kept accurate records to document customer service actions and discussions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Lead Receptionist

Massage Envy
01.2018 - 01.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Acted as first point of contact and set appointments for prospective clients.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Answered incoming calls on high-volume, multi-line phone and responded to inquiries from callers seeking information

Sales Associate

Urban Outfitters
01.2017 - 01.2018
  • Greeted customers in a timely fashion while quickly determining their needs
  • Identified potential shoplifters and alerted management
  • Built relationships with customers to increase likelihood of repeat business
  • Priced merchandise, stocked shelves, and took inventory of supplies
  • Used time efficiently when not serving customers, including folding and cleaning out fitting rooms
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
  • Completed all cleaning, stocking, and organizing tasks in assigned sales area.

Sales Associate

Tilly's
01.2016 - 01.2017
  • Provided friendly and knowledgeable assistance
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Efficiently and effectively completed my opening and closing tasks
  • Answered inquiries and addressed, resolved, or escalated issues to management to ensure client satisfaction
  • Trained new front desk associates on procedures and customer service
  • Oversee inventory activities, including material monitoring., Recommend merchandise to customers based on their needs and preferences
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Asked open ended questions to asses customer needs
  • Bagged sold merchandise per customer's request
  • Processed customer returns
  • Trained new cashiers on procedures, customer service, and sales techniques
  • Assisted on the sales floor as needed to maintain service standards

Education

High School Diploma -

Thousand Oaks High School
Thousand Oaks, CA
06.2017

Skills

  • Customer Experience Management
  • Excellent Communication Skills
  • Personable and Outgoing
  • Time Management
  • Conflict Resolution
  • Strong Work Ethic

Additional Information

* I am a fast learner, organized, and complete the tasks given to me for the day. Working with others and being apart of a team is where I do best. I look for jobs that want you to build and maintain long term relationships with the clients and customers. I love being outside, socializing, and having new learning experiences. I always strive to do my best in all aspects of life.


* With Massage Envy I quickly became their lead receptionist and received their first employee of the month. I became their top sales associate for retail, gift cards, and memberships. I helped train new hires and was very efficient at my desk work and daily duties. I assisted the manager in her daily tasks, and helped run and maintain the clinic when the manager was not present.


* At Urban Outfitters I was a seasonal sales associate, and mainly worked on the sales floor and fitting rooms. I did work in the back, unboxing and tagging new shipments. I also prepared and packaged online orders to be shipped out.


* When working for Tillys I was one of the top three sellers in the store, until I was moved to register where I became their top performer.


Timeline

Customer Service Manager

Golds Gym
01.2020 - 05.2023

Lead Receptionist

Massage Envy
01.2018 - 01.2020

Sales Associate

Urban Outfitters
01.2017 - 01.2018

Sales Associate

Tilly's
01.2016 - 01.2017

High School Diploma -

Thousand Oaks High School

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Kyla Lotz