Kayla Ryan
PERTH
Summary
Dedicated and high-performing Customer Solutions professional with extensive experience across Customer Service, Financial Care, and Faults & Emergencies operations within Water Corporation. Recognised for strong communication, sound judgement under pressure, and the ability to support customers through complex, high-impact situations. Currently acting in the Faults & Emergencies Customer Hub, demonstrating capability in incident triage, operational coordination, and real-time decision-making. Highly adaptable to rotating shift environments and committed to modelling Water Corporation's values while delivering safe, reliable and customer-centred outcomes.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work History
Acting Senior Consultant - Faults & Emergencies Customer Hub
Water Corporation
12.2025 - Current
- Handle urgent and fault-related customer contacts, assessing severity and determining appropriate response pathways.
- Prioritise incidents based on risk, safety, and operational impact, ensuring timely escalation and accurate job creation for field crews.
- Coordinate with field teams to obtain real-time operational updates and provide clear, accurate information back to customers.
- Communicate effectively during high-stress situations, maintaining calm, clarity, and customer confidence.
- Support operational teams to ensure efficient deployment and restoration of services.
- Model Water Corporation's values in a multi-channel, fast-paced environment, contributing to a positive and resilient team culture.
- Utilise multiple business systems to manage incidents, track progress, and maintain accurate records.
Financial Care Consultant
Water Corporation
01.2025 - Current
- Support vulnerable customers through financial hardship programs with empathy, clarity, and professionalism.
- Educate customers on internal and external support services, including HUGS and Water Assist.
- Maintain accurate customer records in line with Water Corporation policies and guidelines.
- Demonstrate strong communication and problem-solving skills when navigating sensitive financial situations.
Customer Service Account Consultant
Water Corporation
07.2024 - Current
- Primary point of contact for customer enquiries, including high-water use investigations, concessions, payments, conveyancing, and complex account matters.
- Provide advanced account handling and tailored solutions for diverse customer needs.
- Deliver high-quality service in a fast-paced call centre environment.
- Customer Service & Financial Care
Crew Trainer / Area Leader
McDonald's
01.2020 - 12.2024
- Led and trained new staff across multiple operational areas.
- Managed team performance, customer satisfaction, and safe cash handling.
- Supported store operations with a focus on safety, efficiency, and service quality.
- Trained in secure cash handling, including safe access and preparation of deposits for armored bank collection services
- Maintained accuracy when counting, reconciling, and securing large cash amounts in line with company procedures
- Oversaw daily operations as Area Supervisor, leading a team in a high-volume, fast-paced environment while maintaining service, safety, and quality standards
- Various Locations
Education
Mental Health Champion - Blooming Minds Mental Health Aid
Water Corporation
08.2025 - 03.2026
Provide Cardiopulmonary Resuscitation, Basic Emergency Life Support And First Aid - First Aid Officer
Water Corporation
07.2025 - 03.2026
First Aid Certification -
Mindarie Senior Collage
Mindarie, WA 06.2023 - 06.2023
Cert III - Community Services
Mindarie Senior Collage
Mindarie, WA 01.2023 - 12.2023
Cert II - Retail
McDonald’s
WA 01.2023 - 12.2023
High School Diploma -
Mindarie Senior College
Mindarie, WA 01.2022 - 12.2023
Middle School Diploma -
Kinross College
Kinross, WA 01.2018 - 12.2021
Skills
- Positive attitude
- Motivated
- Commitment to excellence
- Team collaboration
- Adaptability
- Integrity
- Communication skills
- Coordination
- Account handling
- Compliance
- Multi-system navigation: Maximo, Grange, Outage management, Virtual Assist, Hugs, Water Assist
- Process improvement
- Feedback delivery
- Continuous learning
- Interpersonal skills
- Stakeholder engagement
- Team culture contribution
References
available upon request
Awards
- Water Corporation, team CX Factor Award, September 2024, April 2025, July 2025, August 2025
- Water Corporation, Multiple H20 recognitions from colleagues and leaders
- McDonald's, Best Production Crew Award, 01/01/20
- McDonald's, Best Kitchen Crew Award, 01/01/21
- McDonald's, Crew of the Quarter, 01/01/22
Timeline
Acting Senior Consultant - Faults & Emergencies Customer Hub
Water Corporation
12.2025 - Current
Mental Health Champion - Blooming Minds Mental Health Aid
Water Corporation
08.2025 - 03.2026
Provide Cardiopulmonary Resuscitation, Basic Emergency Life Support And First Aid - First Aid Officer
Water Corporation
07.2025 - 03.2026
Financial Care Consultant
Water Corporation
01.2025 - Current
Customer Service Account Consultant
Water Corporation
07.2024 - Current
First Aid Certification -
Mindarie Senior Collage
06.2023 - 06.2023
Cert III - Community Services
Mindarie Senior Collage
01.2023 - 12.2023
Cert II - Retail
McDonald’s
01.2023 - 12.2023
High School Diploma -
Mindarie Senior College
01.2022 - 12.2023
Crew Trainer / Area Leader
McDonald's
01.2020 - 12.2024
Middle School Diploma -
Kinross College
01.2018 - 12.2021