Kayla Mcclelland Email & Phone Number

Remote

• Develop an extensive working knowledge of SmartLinx solutions product suite.
• Provide software application training using a variety of deliver methods including on-site and web-based trainings.
• Collaborate with other internal and external on client needs and setup.
• Effective document applications and features for both internal and external use.
• Assist in developing, preparing and promoting training courses.
• Partcipate with development staff in testing new product releases.

• Provided timely acknowledgement of service requests, problem identification, root cause analysis.
• Worked across the organization to improve the customer experience through customer advocacy, and proactive teaching to all customers reaching out to the help desk.
• Managed server maintenance, as well as execute all technical onboarding system set ups.

• Responsible for the supervision of over 30 call center agents in a virtual environment.
• Planned, organized and developed standard operating procedures as well as training materials that meet specific needs for new hire classes.
• Assured service level agreements as well as quality were being met.
• Improved retention by 5%
• Conducted individual coaching, and feedback meetings with agents to discuss constant ways to improve the customer experience as well as expectations set management.

• Responsible for being lead agent for two VIP accounts, where calls were routed directly to me if an escalation occurred.
• Trained over 20 new hire advocates.
• Held monthly meetings, to update team on updates to standard operating procedures.
• Resolved claim, preauthorization and insurance eligibility issues.

Washington, PA

• Presented information to prospective clients about the upcoming changes in technology.
• Personal Assistant to the CEO
• Co- leader of the marketing rebrand of Advent Communications.
• Created quotes for new technology such as cloud-based systems, voice over IP systems, wireless access points.
• Exceeded all sales quotas for 3 years in a row.

o Prepared and distributed transcriptso Answered phone calls and e mailso Assisted students with schedule conflicts o Revitalized office forms

Bethany, WV

o Assisted patrons with library needso Assisted with inventoryo Helped patrons with research

Bethany, WV

o Transformed the club into a prestige’s club on campus o Mentored underclassmen by teaching them skills I’ve obtained through my experienceo Created and Secured our 2014 and 2015 budgeto Demonstrated leadership

Washington, PA

o Part of the first response teamo Assisted with inventory of current and past invoiceso Coordinated office events

Robinson, PA

o Created and maintained all social media platformso Assisted on planning promotional eventso Customized the website and increased sales by uploading products to the website

Bachelor'S Degree, Communication And Media Studies

Activities and Societies: Zeta Tau Alpha, and Secretary of Public Relations Student Society of America

High School Diploma, Music

Activities and Societies: Dance Club, Jazz pop recital, honor roll, therapeutic drum instructor.