Nakayla Cheek
Charlotte,North Carolina
Summary
Dedicated and results-driven customer service professional with strong leadership skills and over 10 years of experience delivering exceptional customer experiences. Proven ability to lead and support teams, resolve complex issues, and foster positive client relationships. Adept at training and mentoring staff, improving service processes, and driving customer satisfaction. Passionate about creating collaborative environments and consistently exceeding performance goals.
Overview
7
7
years of professional experience
Work History
Member Success Center - Team Lead
BNI Global
Charlotte, NC
07.2025 - Current
- Developed and implemented structured training programs to elevate departmental performance and strengthen team capabilities in alignment with BNI standards.
- Led and coached a team of 10 members through weekly skill-building sessions focused on call quality, member engagement, and performance metrics.
- Delivered consistent, actionable feedback through one-on-one coaching sessions, and created customized development plans to support individual growth and accountability.
- Conducted interviews, participated in hiring decisions, and successfully onboarded new team members, ensuring seamless integration into team culture and expectations.
- Monitored calls for quality assurance, evaluated performance against KPIs, and provided constructive coaching to enhance communication, confidence, and value delivery to members.
- Fostered a culture of continuous improvement, collaboration, and results-driven performance within the team.
- Partnered with leadership to identify trends, address performance gaps, and implement strategic initiatives to drive member retention and engagement.
Videographer/ Social Media Manager (Volunteer)
Raise a Child Carolinas
09.2024 - Current
- Created videos based on client specifications, ensuring alignment with desired length, style, and pace.
- Operated cameras, lighting equipment, and audio gear to capture high-quality footage in various environments.
- Edited footage using Adobe Premiere, arranging clips and adding effects as needed.
- Developed creative video production strategies to produce unique and engaging content.
- Provided feedback on new branding guidelines.
- Filmed overviews of events and programs throughout the year.
Member Success Concierge
BNI Global
Charlotte , NC
04.2025 - 07.2025
- Drove member engagement by delivering consistent support and personalized guidance throughout the first year of membership, ensuring a positive onboarding experience.
- Collaborated closely with the Area Director to strengthen regional support, regularly checking in to proactively identify opportunities where I could contribute to improving member satisfaction.
- Reviewed resumes and coordinated interview schedules to support the recruitment process efficiently.
- Led onboarding initiatives for new team members, delivering interactive, hands-on training to accelerate team integration and productivity.
- Promoted alignment with core organizational values.
- Guided prospective members by clearly explaining program benefits and supporting them throughout the process to become active members.
- Assisted with customer requests and answered questions to improve satisfaction.
Membership Specialist
BNI Global
02.2023 - 04.2025
- Exceed sales targets by effectively engaging with Members and Prospective Members through various channels, resulting in growth in membership acquisition
- Successfully communicate and demonstrate the company’s value to prospective Members, facilitating successful visits and increasing conversion rates for enhanced customer success
- Achieve and surpass productivity goals, drive exceptional team performance and revenue generation to support customer success initiatives
- Provide constructive feedback on sales-related issues and contribute to developing enhanced processes and maximizing customer satisfaction
- Foster a positive and collaborative work environment, promote teamwork, and support team members in achieving objectives
- Leverage advanced systems and technology to streamline sales operations, optimize the customer experience, and elevate customer satisfaction
Front Desk Agent
Courtyard by Marriott
06.2022 - 07.2024
- Demonstrate exceptional customer service skills, ensuring a smooth and hassle-free experience for all guests
- Provide accurate and relevant information, meeting guest needs and enhancing satisfaction
- Utilize computer systems and electronic codes to handle guest data and preferences efficiently
- Proactively respond to guest requests, promptly addressing and resolving issues, while communicating effectively with management.
- Maintain composure and attentiveness during emergencies and periods of high hotel activity, ensuring guest safety and a calm environment.
- Exhibit professional and courteous telephone etiquette, promptly answering calls and accurately recording guest requests and complaints
- Handle customer interactions by calmly addressing concerns, collecting relevant information, and resolving conflicts effectively.
- Deliver warm and welcoming greetings, creating a positive first impression for guests
- Adapt to additional responsibilities, contributing to the overall smooth operation of the hotel
Recruiting Coordinator/HR Operations Assistant
Townsquare Media
05.2022 - 11.2022
- Implemented and optimized a candidate management system, improving efficiency and reducing time-to-hire
- Analyzed and generate comprehensive reports on candidate pipeline, recruitment metrics, and hiring trends, providing valuable insights for decision-making
- Utilized applicant tracking system (ATS) to post job positions and tracked job postings for accuracy and visibility
- Successfully managed and utilized multiple job boards, including LinkedIn and Indeed, to attract a diverse range of qualified candidates
- Ensured compliance with Equal Employment Opportunity (EEO) regulations by providing accurate and up-to-date information during the hiring process, promoting fairness and inclusivity
- Streamlined onboarding, payroll, and employee file management processes, resulting in seamless transitions and accurate record-keeping
Team Lead
Target
04.2019 - 06.2022
- Achieved exceptional customer success by enhancing the guest experience, increasing customer satisfaction, and positive feedback
- Utilized strong problem-solving skills to address guest concerns promptly and effectively, ensuring a seamless experience, and contributing to overall customer satisfaction.
- Led and managed a team of 25+, fostering a positive work environment, and driving customer satisfaction through collaborative efforts.
- Played a pivotal role in recruitment, selecting, and onboarding qualified candidates to contribute to the overall customer success strategy
- Held regular one-on-one coaching sessions with team members to encourage personal development.
- Ensured compliance with company policies and procedures throughout the team.
Education
Certificate -
Harvard Business School - MDP
Charlotte, NC12-2025
Bachelor of Arts - Communication
University of North Carolina at Charlotte
Bachelor of Arts - Africana Studies
University of North Carolina at Charlotte
Skills
- Problem solving
- Attention to detail
- Teamwork
- Time management
- Customer relationship management
- Active listening
- Visual storytelling
- Adobe Creative Suite
- Onboarding processes
- Team leadership
- Training development
- Effective communication
- Employee training
Timeline
Member Success Center - Team Lead
BNI Global
07.2025 - Current
Member Success Concierge
BNI Global
04.2025 - 07.2025
Videographer/ Social Media Manager (Volunteer)
Raise a Child Carolinas
09.2024 - Current
Membership Specialist
BNI Global
02.2023 - 04.2025
Front Desk Agent
Courtyard by Marriott
06.2022 - 07.2024
Recruiting Coordinator/HR Operations Assistant
Townsquare Media
05.2022 - 11.2022
Team Lead
Target
04.2019 - 06.2022
Certificate -
Harvard Business School - MDP
Bachelor of Arts - Communication
University of North Carolina at Charlotte
Bachelor of Arts - Africana Studies
University of North Carolina at Charlotte