Makayla Kolb
Portsmouth,RI
Summary
Experienced and dedicated Customer Service and Sales Manager with 12 years of experience and proven track record of helping to lead companies to further success with substantial customer service and sales skills. Possesses excellent communication, allowing for the growing of positive and mutually beneficial business relationships. A passion for providing only the finest assistance to clients, while constantly striving to honor the mission of a company.
Overview
12
12
years of professional experience
Work History
Membership Services Associate
Droplette, Inc.
05.2022 - Current
- Assisted prospective and established members by email, chat and telephone.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer inquiries and provided technical assistance for website or device issues.
- Helped members navigate systems, and resolve different concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered constant flow of customer calls/email/chats with minimal wait times.
- Processed Returns
- Handled Order Management
- Handled customers Memberships on day-to-day basis
- Highest performer on Team with 30-125 inquires per day addressing customer concerns.
Customer Service Specialist
ReserveBar
06.2021 - 06.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 30-60 inquires per day addressing customer inquiries, solving problems and providing product information.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Sales/Customer Service Manager
Sailing Excursions Inc
04.2014 - 06.2021
- Assisted customers via phone and email with inquires
- Sold private charters and individual tours to the public
- Dealt with payments and contracts for customers
- Helped to increase customer return rates by providing excellent customer service at all time
- Highest gross sales achievement in 2019 with over $200K in bookings in a 6 month season
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Sales Representative
Classic Cruises of Newport
04.2012 - 03.2014
- Entry level sales and marketing representative
- Customer Service
Education
Associates Degree in Digital Media Production - Audio And Video Technology
New England Institute of Technology
East Greenwich, RI06.2015
Skills
- Customer Relationship Management Software (CRM): Zendesk, Shopify, Recharge, Return Logic, Loop, Slack
- Inter-department collaboration
- Logistics policies and procedures
- Sales expertise
- Administrative support
- Customer Relations
- Excellent time management skills
- Effective problem solver
- Customer Account Management
- High-Volume Environments
- Business Growth
Timeline
Membership Services Associate
Droplette, Inc.
05.2022 - Current
Customer Service Specialist
ReserveBar
06.2021 - 06.2022
Sales/Customer Service Manager
Sailing Excursions Inc
04.2014 - 06.2021
Sales Representative
Classic Cruises of Newport
04.2012 - 03.2014
Associates Degree in Digital Media Production - Audio And Video Technology
New England Institute of Technology
Similar Profiles
Dianne NoberiniDianne Noberini
Dental Hygienist at Barrington Family DentalDental Hygienist at Barrington Family Dental
Katherine JohnsonKatherine Johnson
Restaurant Supervisor at Pell HotelRestaurant Supervisor at Pell Hotel
Kiley WordellKiley Wordell
Ice Cream Server at Clementines ice creamIce Cream Server at Clementines ice cream
Caroline McCarthyCaroline McCarthy
Human Resources Manager at Corrigan Financial, Inc.Human Resources Manager at Corrigan Financial, Inc.
Joshua Lim Wern KeatJoshua Lim Wern Keat
Membership Services Associate at Resort World CruisesMembership Services Associate at Resort World Cruises