Kayla Golden
NEWPORT
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
Work History
Customer Service Manager
Foodlion Grocery Store
NEWPORT
10.2023 - Current
- Managed daily operations of customer service department.
- Trained and supervised customer service staff on best practices.
- Resolved customer complaints and escalated issues effectively.
- Over looking foodlion Togo
- Researching money problems
- Opening and closing the store
- Running the whole store
- Store walks
- Over looking other departments
- Keeping front end clean and organized
- Making schedules
- Deposits
- Emails
- Write ups/ coaching
- Evaluations
- Developed scheduling strategies to ensure adequate coverage.
park clerk
ELS/RV park clerk
Cedar Point
08.2021 - 10.2023
- Managed guest check-ins and check-outs efficiently at a busy RV park.
- Organized reservations and maintained accurate booking records for all guests.
- Assisted guests with inquiries and provided information on park amenities.
- Processed payments and handled financial transactions with precision and care.
- Coordinated maintenance requests between guests and maintenance staff promptly.
- Maintained cleanliness and organization of the front office area daily.
- Answered phones in a courteous manner while providing excellent customer service.
- Assisted customers with inquiries and complaints in a professional manner.
- Greeted visitors in a friendly and professional manner while directing them appropriately.
- Verified accuracy of all paperwork prior to submission for processing.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Collected, counted and disbursed money to complete basic bookkeeping and banking transactions.
Academy trainer
Walmart neighborhood market
NEWPORT
07.2014 - 08.2021
- Trained new associates on daily task and goals.
- Conducted performance evaluations to identify training needs and opportunities.
- Monitored compliance with company policies and safety standards.
- Implemented best practices for inventory management and product placement.
- Provided ongoing support and mentorship to improve team performance.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Cashier/Shelf Stocker
Dollar Tree
Atlantic Beach
05.2017 - 08.2018
- Operated cash register efficiently during busy retail hours.
- Processed transactions accurately and handled cash management tasks.
- Assisted customers with product inquiries and store navigation.
- Maintained clean and organized checkout area for optimal flow.
- Stocked shelves and ensured product availability for customers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
Education
Cape Lookout Marine Science Highschool
Morehead City, NCSkills
- Customer service
- Complaint resolution
- Staff training
- Scheduling management
- Customer relationship management
- Financial transactions
- Team leadership
- Problem solving
- Effective communication
- Attention to detail
- Conflict resolution
- Time management
- Team building and leadership
- Employee scheduling
- Customer focused
- Research
- Personnel training and development
- Handling escalations
- Exceptional telephone etiquette
- Workforce management
- Relationship building
- New hire training
- Focused on customer satisfaction
- Excellent time management skills
- Decision-making
- Turnover minimization
- Issue resolution
- Staff management
- Workflow management
Timeline
Customer Service Manager
Foodlion Grocery Store
10.2023 - Current
park clerk
ELS/RV park clerk
08.2021 - 10.2023
Cashier/Shelf Stocker
Dollar Tree
05.2017 - 08.2018
Academy trainer
Walmart neighborhood market
07.2014 - 08.2021
Cape Lookout Marine Science Highschool