Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla McGee

Houston,TX

Summary

Results-oriented leader with extensive experience in training, coaching, and customer service management. Proven track record of developing and administering service training programs, driving performance improvement, and enhancing client satisfaction. Seeking to leverage leadership abilities and customer service expertise in a role that values continuous improvement and client-centric approaches.

Overview

5
5
years of professional experience

Work History

Remote Customer Service Supervisor

Phil Pharmaceutical
Remote
12.2020 - 07.2022
  • Developed and administered service training programs to enhance customer service skills and performance
  • Conducted coaching sessions and corrective action programs to address performance gaps and improve outcomes
  • Reviewed department analytics and call logs daily to identify trends and areas for improvement
  • Monitored weekly and monthly KPIs to measure departmental goals and performance metrics
  • Collaborated with management and other departments to ensure high standards of efficiency and quality
  • Actively listened to customer statements, acknowledged concerns, and found common ground to enhance customer satisfaction.

Remote Technical Support Specialist

Asurion
Houston, TX
06.2018 - 10.2021
  • Provided coaching and training to technical support specialists to improve performance and service quality
  • Monitored call queues and escalated calls as needed to ensure timely resolution of customer issues
  • Reviewed settlement advance requests and maintained departmental goals and KPIs
  • Conducted weekly accountability breakout sessions with the team to track progress and address challenges
  • Managed real-time queue management to optimize efficiency and customer service levels.

Service Technician/Team Leader

Memorial Herman Hospital/Universal Hospital Services, Inc.
Houston, TX
02.2017 - 06.2018
  • Oversaw equipment management tasks and led a team of service technicians
  • Implemented inventory tracking systems to optimize inventory control procedures
  • Recruited, trained, and mentored new employees to ensure high performance standards
  • Analyzed inventory data to identify opportunities for process improvement.

Education

High school diploma -

LaSaS
05.2006

Skills

Skills
  • Service Training Development: Expertise in crafting and implementing training modules to elevate team capabilities
  • Team Collaboration and Leadership: Proven ability to lead and synergize diverse teams to achieve organizational goals
  • Coaching and Corrective Actions: Skilled in identifying performance gaps and implementing effective coaching strategies to drive team improvement
  • Client Services Improvement: Dedicated to enhancing client satisfaction and retention through superior service delivery
  • Performance Analysis and KPI Monitoring: Proficient in using key performance indicators to measure and enhance team productivity and effectiveness
  • Sales Management: Strong background in managing sales operations, strategies, and team performance
  • Negotiation: Experienced in negotiating contracts and terms with clients and vendors to secure favorable deals
  • CRM Software: Proficient in utilizing customer relationship management tools to streamline customer interactions and data management
  • Salesforce: Skilled in leveraging Salesforce to manage customer relationships, track sales opportunities, and analyze sales data
  • Process Improvement: Adept at identifying inefficiencies and implementing process changes to optimize business operations

Timeline

Remote Customer Service Supervisor

Phil Pharmaceutical
12.2020 - 07.2022

Remote Technical Support Specialist

Asurion
06.2018 - 10.2021

Service Technician/Team Leader

Memorial Herman Hospital/Universal Hospital Services, Inc.
02.2017 - 06.2018

High school diploma -

LaSaS

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Kayla McGee