Kayla Steele
Ocoee,FL
Summary
Proactive customer service professional skilled in complaint handling and team leadership. Expertise in delivering fast, effective solutions to enhance customer experiences, and make sure everyone leaves with a smile on their face. I can adapt to any situation you throw me into once I am comfortable in my role. I pride myself on always going above and beyond. I am a hard worker, and an even better team player.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
Advance Travel Network
Maitland, Florida
02.2024 - 09.2025
- Resolved customer complaints through effective communication and empathy.
- Documented customer interactions for quality assurance and feedback purposes.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Customer Service Supervisor
Publix
ORLANDO, FL
01.2014 - 10.2023
- Implemented best practices for handling customer inquiries and complaints.
- Assisted with Money Services transactions including Money Orders, Western Union, Check Cashing & Gift Cards
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Evaluated employee job performance and motivated staff to improve productivity.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
Cashier
Publix
Winter Garden, Florida
01.2013 - 12.2013
- I assisted my customers by checking out their groceries.
- Maintained clean and organized checkout area for customer convenience.
- Made sure my customers found everything they were looking for & suggested alternatives.
- Accepted cash and credit card payments, issued receipts and provided change.
- Followed safety protocols to ensure a safe shopping environment for customers.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
Education
High School Diploma -
East River High School
Florida01-2012
Skills
- Complaint resolution
- Team leadership
- Effective communication
- Customer service excellence
- Workflow management
- Empathy and patience
- Complaint handling
- Payment processing
- Multitasking capacity
- Call handling
- Policy implementation
- Problem solving
- Staffing coordination
- Training and coaching
Timeline
Customer Support Specialist
Advance Travel Network
02.2024 - 09.2025
Customer Service Supervisor
Publix
01.2014 - 10.2023
Cashier
Publix
01.2013 - 12.2013
High School Diploma -
East River High School