Kylah Larson
Belding,MI
Summary
Dynamic customer service professional with a proven track record at Sheldon Cleaners, excelling in problem resolution and upselling. Adept at fostering teamwork and collaboration, I leverage strong interpersonal skills and technical proficiency to enhance customer satisfaction and drive sales growth. Committed to maintaining compliance and delivering exceptional service in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Sheldon Cleaners
Grand Rapids, MI
09.2024 - Current
- Answered customer inquiries via phone, email, and chat.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed positive relationships with customers through friendly interactions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated system with order specifics and customer details, preferences, and billing information.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Mentored junior team members and managed employee relationships.
Wireless Sales Representative
Russell Cellular Verizon Wireless
Rockford, MI
01.2024 - 09.2024
- Greeted customers, answered inquiries, and provided information on products and services.
- Assisted with the setup of customer accounts, including activating new devices.
- Demonstrated product features to customers in order to increase sales.
- Provided technical support for wireless devices, such as troubleshooting connectivity issues.
- Maintained up-to-date knowledge of store merchandise and product promotions.
- Ensured that all displays were properly stocked with merchandise in an attractive manner.
- Performed cashier duties when needed, including processing payments from customers.
- Processed returns or exchanges of wireless devices in accordance with company policy.
Team Leader
B.C. Pizza
Belding, MI
09.2021 - 01.2024
- Offered training and support to keep team members motivated and working toward objectives.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Delegated daily tasks to team members to optimize group productivity.
- Fostered positive employee relationships through communication, training and development coaching.
Team Lead
Aldi
Plainwell, MI
03.2020 - 09.2021
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with management team to implement new work procedures or policies.
- Rotated through series of different stations based on team needs.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Conducted thorough quality checks to verify conformance to specifications.
Shift Manager
Pizza Hut
Plainwell, MI
06.2018 - 09.2021
- Delegated work to staff, setting priorities and goals.
- Coached employees on interactions with customers to drive exceptional service.
- Taught staff upselling techniques to meet revenue targets.
- Upheld company standards and compliance requirements for operations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Directed and led employees and team members on effective operations, methods and procedures.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Communicated with other shift managers to facilitate continuum of customer service.
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed daily cash intake by counting out registers and tabulating profits.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Helped employees accomplish tasks during peak periods.
Education
MBA - Business Administration, Marketing, And Finance
Davenport University
Grand Rapids, MI05-2026
BBA - Business Administration
Davenport University
Grand Rapids, MI12.2022
Associate of Arts - Business Administration
Kalamazoo Valley Community College
Kalamazoo, MI06.2020
High School Diploma -
Allegan High School
Allegan06.2017
Skills
- Flexible Schedule
- Interpersonal Skills
- Maintaining Required Compliance
- Decision Making
- Documentation and Reporting
- Problem Resolution
- Work Planning and Prioritization
- Performance Tracking and Evaluation
- Complex Problem Solving
- Goal Setting
- Teamwork and Collaboration
- Technical Proficiency
- Project Planning
- Energetic and Enthusiastic
- Punctual and Reliable
- Microsoft Office
Timeline
Customer Service Representative
Sheldon Cleaners
09.2024 - Current
Wireless Sales Representative
Russell Cellular Verizon Wireless
01.2024 - 09.2024
Team Leader
B.C. Pizza
09.2021 - 01.2024
Team Lead
Aldi
03.2020 - 09.2021
Shift Manager
Pizza Hut
06.2018 - 09.2021
MBA - Business Administration, Marketing, And Finance
Davenport University
BBA - Business Administration
Davenport University
Associate of Arts - Business Administration
Kalamazoo Valley Community College
High School Diploma -
Allegan High School
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