* Head of Customer Service department at a start-up company* Creation of new processes/training guides for future employees

* Managed a total of 31 customer service employees to deliver high KPI’s and maintain enthusiasm with customers* Answered team questions in a timely manner to assist employees whilst on phones with customers* Tracked and sent out daily KPI’s and metrics using WFM tools* Created KPI measurements, charts, and dashboards for team evaluation* Hosted monthly performance evaluation meetings* Innovated fresh ideas for positive Customer Experiences* Trained 18 new employees on all Customer Service processes* Analyzed metrics to make informed advancement decisions* Highly proficient in Five9, Salesforce, NetSuite, Virtual Observer, Paylocity, and Microsoft Excel for KPI tracking, WFM, and making sales* Sent out team morale booster emails, including personalized birthday wishes, bi-weekly informative newsletters, and team member shout-outs monthly* Maintained a friendly environment in which all employees felt comfortable, safe, and heard*"Kayla is absolutely the best team lead out there! She makes every one of us customer service reps feel special and important. I hugely appreciate her newsletters and the one-on-one meetings. Meetings with Kayla are one of my favorite parts of this job. She takes time out of her day to establish personal connections with each and every one of us. She is also very helpful with questions and I feel like she understands me. Thanks for being an awesome leader Kayla!" - Ashley L.

* Managed entire Billing, Administrative, and Pickup departments* Oversaw 13 employees* Tracked and managed Key Performance Indexes weekly* Implemented innovative changes to the department to create a smoother experience for customers* Promoted three times within 6 months

* Expert knowledge navigating Salesforce* Answers calls and solves customer problems in a professional manner* Consistently exceeds call quality and goal metrics* Quick-thinker in a fast-paced environment where every day is a new challenge* Works on multiple team-oriented projects daily* Communicates clearly with customers and team members

* Stylist for high volume of clients seeking adventurous and on-trend outfits* Multiple return clients due to pleasant experience and fashion suggestions* Quickly adapts to company-wide changes and procedures* Fast learner with Stitch Fix's internal fashion inventory software* Reads feedback and listens to customers in order to create better future Fixes

* Provided administrative support to high volume sales team* Designed client-facing presentations and product collateral* Copywriting experience with Facebook posts and native advertising* Compiled data and collected assets to build campaign summaries* Coordinated client meetings, team outings, parties, and fundraisers* Collaborated with personnel throughout the station to meet sales needs* Generated and sent weekly reports using WideOrbit Media Sales* Volunteered for VeloSano Bike for the Cure, Fostering Hope, and the LeBron James Family Foundation* Promoted from Sales Assistant to Sales Coordinator within 5 months

Bonk's Box is a weekly radio show centered around indie music, using a new theme each episode to guide discussion and our music choices. The show has given me an opportunity to explore my passion for music and other forms of media in a creative way. I have been featured on the Halloween Special, J-Term Playlist, Love Songs, Anti-Love Songs, Black Indie Artists, and Soundtrack episodes.

As a Seasonal Sales Advisor at Hennes & Mauritz, I was able to work in a team with young people like myself to create a more cohesive and functional store environment. Working in the two-story H&M located in the middle of an outdoor shopping mall, I was constantly busy helping customers regarding outfit recommendations, location of an item or returning/exchanging unsatisfactory clothes. One of my favorite aspects of working at H&M was the team-building environment. All of us were able to learn and perfect our leadership skills, upfront communication and adaptability to solve problems. These traits strengthened our relationships with one another.

K&G was my first job and one that required me to hone my interpersonal skills. Although I was restricted to the register for most of my shifts, the company emphasized customer service and retention as its main goal. I was trained to make the customer feel at ease and comfortable in the store so they would be prompted to come in again. Along with being a great conversationalist, I often had to take measurements and advise buyers on what size suit jackets or dress pants to purchase. This brought me closer to our customers and allowed me to see that good customer-employee relations are immensely vital to a company.