Operations, Customer Success & People Support Leader

Kayla Weber

Customer Success Specialist Training & Development Focused

San Antonio, TX 78244 +1-954-***-**** *****.********@*****.*** Professional Summary

Training & Development and Customer Service professional with over 10 years of experience designing onboarding programs, creating SOPs, and leading team development initiatives. Skilled in facilitation, coaching, and process improvement with a focus on boosting productivity, accuracy, and customer satisfaction. Strong background in documentation, project coordination, and cross- functional partnership.

Willing to relocate to: New Braunfels, TX - Schertz, TX Work Experience

Customer Service Manager

MergeWorks San Antonio, TX

January 2023 to November 2025

• Lead customer service team with coaching, training, and development.

• Designed onboarding and refresher programs to improve accuracy and e ciency.

• Developed SOPs and job aids to standardize work ows and reduce errors.

• Collaborated with operations, engineering, and nance to streamline processes.

• Monitored performance trends, addressed gaps, and implemented solutions. O ce Manager

MergeWorks San Antonio, TX

February 2018 to December 2022

• Oversaw o ce operations, vendor contracts, and facilities management.

• Coordinated new hire onboarding and maintained documentation libraries.

• Supported leadership with reporting, scheduling, and interdepartmental communication. Customer Service Representative

MergeWorks San Antonio, TX

December 2017 to February 2018

• Delivered high-quality customer service with empathy and professionalism.

• Documented inquiries in CRM and provided feedback for process improvements. Administrative Coordinator

Schertz Chamber of Commerce Schertz, TX

October 2017 to December 2017

• Provided executive support including scheduling, travel, and meetings.

• Improved administrative work ows and coordinated community engagement. O ce Manager

G.L. Hunt Foundation San Antonio, TX

June 2016 to August 2017

• Managed o ce operations, project documentation, and compliance.

• Assisted with budgeting, invoicing, and contract administration. Director of Sales

The Wash Tub San Antonio, TX

January 2011 to June 2016

• Directed sales strategy, training, and team performance.

• Developed strong customer relationships and loyalty initiatives. Education

Broward College

San Antonio College San Antonio, TX

2008 to 2010

Upper secondary education

High school diploma or GED

Skills

Windows Developing new training programs Organizational skills B2B sales Video shooting Onboarding & Development Programs Communication platforms Ethernet Microsoft Excel Productivity software Construction administrative experience Pivot tables Data collection Administrative experience Contracts Manufacturing company experience Communication skills SharePoint Database systems OEM Customer service Microsoft O ce Communication Attention to detail Construction Dealership operations Training & development POS systems CRM & ERP Systems Computer skills Microsoft Word Managing customer accounts VoIP Root cause analysis Manufacturing facility Compliance management Vendor relationship building Word processing Employee relations Microsoft Outlook Computer operation Corporate instructional development Sales negotiation Supervising experience Leadership Consultative selling Data entry Excel data analysis Quality improvement Record keeping Performance management Task prioritization Executive administrative support Instructional Design & Training Delivery Team management Coaching & Mentoring Operations Project Coordination & Vendor Management Meeting minutes Presentation creation Technical Pro ciency Customer retention Customer relationship management Mobile devices Process improvement SaaS Shift management Vendor coordination Process Documentation & SOP Creation Customer acquisition Workshop facilitation Crisis management Presentation preparation CRM system pro ciency Instructor-led training (training delivery method) Zoom Online instruction Content creation Typing E-learning (training delivery method) Microsoft 365 (Excel, Word, PowerPoint, Outlook) Business development CRM software Customer follow-ups Closing sales Deal closing Vendor con ict resolution Relationship management Cash handling Sta development Project management Cross-functional collaboration Collaboration Work ow & Process Improvement Human resources Time management Customer Experience & Team Leadership Onboarding process management Basic math Account management Compliance monitoring Client interaction via phone calls Links

linkedin.com/in/kayla-weber414

Certi cations and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

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