Kaila Swallow
Pueblo,CO
Summary
Dynamic Assistant Manager at Loaf N Jug with proven expertise in customer service and team leadership. Enhanced store performance through effective inventory control and staff training, achieving significant improvements in customer satisfaction. Skilled in conflict resolution and financial accuracy, fostering a positive work environment that drives sales growth and employee morale.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager
Loaf N Jug
01.2022 - 04.2025
- Assisted in managing daily operations to ensure optimal store performance.
- Coordinated staff schedules and training to enhance team efficiency.
- Implemented inventory control measures, reducing stock discrepancies.
- Monitored sales trends and adjusted merchandising strategies accordingly.
- Conducted regular audits of store compliance with health and safety regulations.
- Resolved customer inquiries and complaints to maintain satisfaction levels.
- Collaborated with management on promotional strategies to increase foot traffic.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily duties and collaborated to ensure proper sanitation and cleanliness of the store.
Customer Service Representative
Express Scripts
10.2013 - 04.2017
- Resolved customer inquiries effectively, ensuring high satisfaction and retention rates.
- Implemented process improvements that streamlined order management and reduced response times.
- Analyzed customer feedback to identify trends and recommend enhancements to service protocols.
- Collaborated with cross-functional teams to resolve complex issues and improve service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
Customer Service Representative
Convergys
10.2011 - 10.2013
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Associate of Applied Science - Automotive Engineering
Pueblo Community College
Pueblo, CO12.2021
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Time management
- Problem-solving
- Customer relations
- Staff training and development
- Conflict resolution
- Retail operations
- Employee scheduling
- Customer rapport
- Customer relationship management (CRM)
- Policy enforcement
- Sales growth
Certification
Servsafe- valid until 2027
Timeline
Assistant Manager
Loaf N Jug
01.2022 - 04.2025
Customer Service Representative
Express Scripts
10.2013 - 04.2017
Customer Service Representative
Convergys
10.2011 - 10.2013
Associate of Applied Science - Automotive Engineering
Pueblo Community College