Kayla Childs
Sutherland,NSW
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training and improving processes and efficiency. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
Work History
Team Lead, Merchant Experience
Zip Co
01.2022 - 06.2023
- Trained new and existing team members by relaying information on company procedures and requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Directed and supervised team of 8 engaged in Product, Process and team development.
- Worked with Stakeholders to improve productivity, reduce contacts and streamline process.
- Metrics met with equivalent of 3 FTE impact. Due to processes and automation, supported a 22% reduction in support inquiries allowing my team to see a 242% increase in proactive hours spent managing merchants accounts to help them better utilise our services. We met 150% of the OKR set.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Promoted growth from my team, helping my direct reports to secure other roles in the business.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Interviewed and hired and Trained employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
- Used Salesforce, Tableau and Zendesk to generate required reports to set and maintain KPI's and create consistent reporting for higher management and to support changes to processes and product.
Merchant Experience Specialist
Zip Co
02.2020 - 01.2022
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Took on additional operational tasks to up skill, including processing Merchant Rebates and working with Finance to manage missing disbursements
Customer Experience Specialist
Zip Co
06.2019 - 02.2020
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained a consistently high QA of 95% and above.
- Maintained extensive knowledge of company products to best assist customer needs.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Sought ways to improve processes and services provided.
Senior Sales Assistant
Fantastic Furniture
03.2017 - 06.2019
- Set up delivery and repair appointments based on availability and individual schedules.
- Accepted and processed cash, check and card payments.
- Provided customers with detailed information about products while learning about personal needs, budget and desires of each person.
- Checked with customers after sales to determine satisfaction and offer additional services such as assembly and warranties.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Coached team on effective upselling and cross-selling methods.
- Trained and supervised new employees to use selling strategies and apply best practices.
Retail Sales Assistant
City Chic
06.2016 - 04.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Assisted customers with prompt and polite support in-person and via telephone.
- Increased sales by offering advice on purchases and promoting additional products.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Utilized upselling techniques to promote additional products and increase sales.
Education
Tafe
Wollongong, NSWSkills
- Team Recruiting and Onboarding
- Salesforce Software Proficiency
- Zendesk Software Proficiency
- G-Suite and Microsoft Suite Proficiency
- Team Leadership
- Training and Development
- Account Management
- Workforce Planning
- Operational Procedure Improvement
- Excellent Communication
- Employee Performance Reviews
- Quality Assurance and Performance Monitoring and Evaluation
Timeline
Team Lead, Merchant Experience
Zip Co
01.2022 - 06.2023
Merchant Experience Specialist
Zip Co
02.2020 - 01.2022
Customer Experience Specialist
Zip Co
06.2019 - 02.2020
Senior Sales Assistant
Fantastic Furniture
03.2017 - 06.2019
Retail Sales Assistant
City Chic
06.2016 - 04.2017
Tafe
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