Kayla Smallen Email & Phone Number

Alcoa, Tennessee, United States

Knoxville Metropolitan Area

-Effectively oversaw and directly managed a diverse team of over 100 leaders and specialists, ensuring seamless coordination and optimal performance-Strategizing dynamic initiatives to optimize operational efficiency and drive profitability, while concurrently ensuring an unparalleled client experience-Champion a culture of teamwork by fostering collaboration between training, quality, and client services teams, ensuring alignment on performance metrics and process improvements to exceed client expectations-Utilize advanced data analytics tools to meticulously analyze team performance, generating comprehensive reports rich in insights and actionable recommendations for continual enhancement

Knox County, Tennessee, United States

-Spearheaded a high-performing team of 20 Customer Service Representatives, instilling a culture of excellence to consistently achieve and exceed performance benchmarks-Orchestrated team gatherings to deliver timely company updates and reinforce essential performance metrics, fostering a unified and informed workforce-Crafted and enacted targeted performance enhancement initiatives for underperforming team members, driving a substantial 50% improvement in their productivity within a month

Knoxville Metropolitan Area

-Skillfully onboarded new team members and delivered continuous coaching to elevate individual and collective performance, culminating in a notable 20% surge in Customer Satisfaction (CSAT) scores and a commendable 15% reduction in Average Handle Time (AHT).-Offer comprehensive training initiatives for new employees and ongoing development opportunities, addressing the full spectrum of client project demands, integrating both soft and technical skill components

Knoxville Metropolitan Area

-Partnered closely with Team Leaders to enhance the production floor environment and optimize processes, leveraging insights gathered from the agent's perspective to drive efficiency and effectiveness-Played a pivotal role in nurturing and motivating team members, empowering them to refine their sales abilities through personalized mentorship and encouragement

Dalton, Georgia, United States

-Navigated through 5000+ calls for the Cortland Project with finesse, consistently delivering superior customer service experiences and demonstrating comprehensive understanding of the product portfolio-Showcased exemplary proficiency in call handling, consistently exceeding performance benchmarks and ensuring exceptional customer interactions

Jacksonville, North Carolina Area

Spearheaded the development of detailed lesson plans and prioritized children's safety throughout their time under my supervision. This encompassed the establishment of structured routines incorporating essential elements such as nap schedules, meal times, and engaging play center activities

Patuxent River, Maryland, United States

-Directed and supervised a team of 16 patrolmen while diligently documenting significant occurrences and events as they unfolded throughout the night-Completed the watchbill for the shift, meticulously organizing and assigning duties to ensure seamless operations and coverage

96 Credits Of 108, Early Childhood Education And Teaching

High School Diploma

Activities and Societies: NJROTC | Color Guard | Drill Team | Talent Search