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
King, NC
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
Winston-Salem, NC
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
King, NC
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, NCSkills
- 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