Lakayla Simpson
Marlin
Summary
Dynamic Customer Service Lead with a strong background in mentoring and developing team capabilities. Skilled in enhancing customer experiences and implementing feedback systems to drive operational improvements and efficiency.
Overview
13
13
years of professional experience
Work History
Technical Support Representative
NRTC - National Rural Telecommunications Cooperative
Marlin, TX
09.2024 - 03.2026
- Resolved customer inquiries by utilizing troubleshooting tools and knowledge base effectively.
- Provided technical support via phone, email, and chat for various telecommunications products.
- Assisted in documenting common issues and solutions to enhance team resources.
- Collaborated with cross-functional teams to improve service delivery processes and customer satisfaction.
- Analyzed recurring technical problems and recommended improvements to reduce resolution time.
Customer Service Lead
Genpact
Marlin, TX
06.2022 - 09.2024
- Mentored team members to enhance customer service skills and improve overall performance.
- Developed training materials to streamline onboarding processes for new hires.
- Implemented feedback mechanisms to gather insights on customer satisfaction and drive continuous improvement.
- Analyzed service metrics to identify trends and recommend solutions for operational efficiencies.
- Managed escalations, ensuring timely resolution of customer complaints while maintaining service quality standards.
Warehouse Lead
Hello Fresh
Grand Prairie, TX
01.2019 - 03.2022
- Supervised daily warehouse operations, ensuring efficient order fulfillment and inventory management.
- Trained and mentored team members on safety protocols and operational procedures.
- Streamlined packaging processes to enhance productivity and reduce errors.
- Conducted regular audits of inventory levels, improving accuracy in stock management.
Lead Server Trainer
IHOP
Grand Prairie, TX
02.2017 - 01.2019
- Trained servers on menu knowledge, customer service standards, and operational procedures.
- Developed training materials to enhance onboarding processes for new staff members.
- Mentored team members to improve performance and foster a collaborative work environment.
- Evaluated server performance regularly, providing constructive feedback to drive improvement.
Server
Waffle House
Arlington, TX
01.2013 - 02.2017
- Delivered exceptional customer service in high-volume dining environment.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Trained new servers on menu items, service standards, and operational procedures.
- Managed cash transactions accurately while maintaining a balanced register.
Education
High School Diploma -
Oklahoma Job Corps Academy
Indiahoma, OK03.2012
Skills
- Technical support
- Account management
- Product troubleshooting
- Remote support
- Microsoft outlook
Timeline
Technical Support Representative
NRTC - National Rural Telecommunications Cooperative
09.2024 - 03.2026
Customer Service Lead
Genpact
06.2022 - 09.2024
Warehouse Lead
Hello Fresh
01.2019 - 03.2022
Lead Server Trainer
IHOP
02.2017 - 01.2019
Server
Waffle House
01.2013 - 02.2017
High School Diploma -
Oklahoma Job Corps Academy