Summary
Overview
Work History
Education
Skills
Timeline
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Layla Smith

King,NC

Summary

Accomplished Peer Support Specialist with a proven track record at Exodus Ministries, enhancing client recovery through empathy and effective problem-solving. Skilled in recovery guidance and dynamic communication, I've led teams at Kidz Community Childcare to boost morale and streamline operations, demonstrating a strong blend of leadership and peer support ethics. Empathetic Peer Support Specialist with proven to build trusting relationships with clients. Caring with genuine concern for wellbeing of peers. Hands-on Peer Support Specialist known for helping people in challenging situations and achieving recovery successes. Offering more than 4 years of sobriety and ready to help others reclaim lives through use of proper services.

Overview

21
21
years of professional experience

Work History

Peer Support Specialist

Exodus Ministries
10.2022 - Current
  • Served as a role model for clients, sharing personal experiences of recovery and resilience.
  • Assessed client progress regularly, adjusting support strategies as needed to promote continued growth and success.
  • Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
  • Assisted clients in setting realistic goals and provided support during their journey towards achieving them.
  • Enhanced client recovery by providing emotional support and practical guidance.
  • Developed trusting relationships with clients by maintaining confidentiality, respect, and non-judgmental attitudes.
  • Empowered clients by teaching effective problem-solving skills that they can apply in real-life situations.
  • Maintained accurate documentation of client interactions, supporting case management efforts.
  • Promoted a strengths-based approach for clients through active listening and empathy.
  • Advocated on behalf of clients to ensure access to appropriate resources and services within the community.

Customer Service Representative

American Airlines
06.2015 - 10.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Director

Kidz Community Childcare
08.2003 - 12.2014
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Formed strategic partnerships and connected with potential clients to drive business development.
  • Oversaw supply chain functions to verify inventory levels and budget adherence.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Education

Early Childhood Education

Forsyth Technical Community College
Winston-salem, NC

Skills

  • Peer Support Ethics
  • Recovery guidance
  • Boundary Setting
  • Substance abuse awareness

Timeline

Peer Support Specialist

Exodus Ministries
10.2022 - Current

Customer Service Representative

American Airlines
06.2015 - 10.2018

Director

Kidz Community Childcare
08.2003 - 12.2014

Early Childhood Education

Forsyth Technical Community College

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Layla Smith