Customer Service Management
Resume:
Kayla Smith
Newnan, GA *****
**********@*****.***
Work Experience:
Engage Consulting Douglas, GA
Contract Data Analyst February 2014- Present
• Analyzes 500,000+ telephone recordings of front desk clerks from 15+ clients to evaluate
professional demeanor
• Utilizes validated BAR Scales to evaluate effectiveness of training
• Assists in the development of new BARS by collecting and analyzing data
Valdosta State University Valdosta, GA
Employee and Organizational Development Specialist (Intern) January 2014 to December 2014
• Researches best HR practices, aiding in curriculum development, design, and delivery of
university staff training courses (e.g. Leading the Generations to Success, Partners for
Campus Excellence, and Time Management)
• Utilizes excellent written and verbal communication skills in the coordination of VSU’s Annual
Benefits and Wellness Fair with over 70 vendors and 550 attendants
• Maintains registration data and training record databases; analyzes and summarizes training
evaluations administered via Qualtrics for feedback regarding content and trainers
• Project lead in the research of HR procedures toward development of video tutorials for new-
hires, supervisors, and staff (ADP and Georgia First Marketplace)
Graduate School Office: Graduate Assistant August 2013 to October 2014
• Acts as front office coordinator: facilitates faculty receipt of admissions materials for file
updates, answers phone calls concerning admissions processes for over 58 graduate
programs, distributes departmental mail, and notifies applicants of decisions amongst other
duties
• Concisely organizes and prepares application packets for departmental review
• Updates and implements training materials for new future Graduate Assistants
Education:
Valdosta State University Graduated
M.S. Industrial-Organizational Psychology December 2014
B.S. Psychology December 2011
Relevant Graduate Coursework:
Workforce Planning Leadership and Motivation Advanced Behavior Modification
Psychometrics Personnel Selection Advanced Social Psychology
Performance Appraisal Human Resource Organizational Theory and Behavior
Development
EEO Law Human Factors Psychology Research Design and Analysis
Skills:
• Adaptable to new situations and versatile during organizational challenges
• Customer Service: Recognized by management and customers as being “…the epitome of
customer service excellence. Friendly. Courteous. Smiling –Valdosta Daily Times, Rant
and Rave (Thursday, October 27, 2011)
• Technology: Proficiency with Microsoft Office Suite, Database Management, Camtasia, and
Adobe Photoshop; SPSS experience conducting Factorial Analyses, Multiple Regressions, and
ANCOVAs
Professional Affiliations:
The Academy of Management (AOM); The Society for Human Resource Management (SHRM);
Society for Industrial-Organizational Psychology (SIOP); American Psychological Association
(APA)
Contact this candidate