Karla - Customer Service Specialist with 5 years in retail and hospitality

Experienced in addressing customer needs, resolving complaints, and ensuring satisfaction.

Led small teams, delegated tasks, and mentored new employees.

Skilled in managing difficult situations and achieving positive outcomes.

Proficient in clear, professional communication with customers and team members.

Oversaw day-to-day performance metrics and agent development., Conducted daily 1:1 coaching sessions for improvement., Managed payroll, bonus structures, and shift coverage., Collaborated in training sessions and onboarding processes., Reported operational updates directly to Operations Manager.

Led project initiatives aligned with client KPIs., Directed payroll, interviews, and onboarding procedures., Delivered weekly feedback to enhance team productivity., Managed client deck reviews and reported insights to leadership.

Maintained consistent headcount and team engagement., Delivered soft sales training and service improvement strategies., Handled quality monitoring tools (WFM, CMS, IEX)., Participated in hiring, training, and staff development efforts.