Customer-Focused Leader with Retail Experience

KAYLA ROWLAND

Casper, WY ***** 307-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Customer-focused professional with progressive leadership experience in retail, hospitality, and food service environments. Demonstrated ability to build strong relationships with customers, resolve concerns with professionalism, and contribute to team success in fast-paced settings. Experienced in supervising staff, training new employees, cash handling, inventory control, sales support, and daily operations management. Known for strong communication skills, adaptability, attention to detail, and a commitment to creating positive customer experiences. After dedicating time to raising a family, eager to re-enter the workforce and bring a dependable work ethic, leadership skills, and customer service expertise to a growth-oriented organization. PROFESSIONAL EXPERIENCE

Front of House Supervisor Pizza Ranch Gillette, WY (July 2022 – March 2023)

• Supervised front-of-house operations to ensure efficient service and a positive guest experience.

• Coordinated team activities during busy shifts while maintaining service quality standards.

• Assisted with employee training, onboarding, and performance support.

• Resolved customer concerns promptly and professionally to maintain satisfaction and loyalty.

• Monitored cleanliness, organization, and compliance with company policies and food safety requirements.

• Supported management with daily operational tasks and shift leadership responsibilities. Assistant Manager Shoe Dept. Encore Gillette, WY (July 2020 – May 2022)

• Assisted in overseeing daily store operations, ensuring smooth workflow and exceptional customer service.

• Led by example on the sales floor while coaching team members on customer engagement and product knowledge.

• Processed sales transactions, returns, exchanges, refunds, and payment reconciliation accurately.

• Managed cash handling procedures, deposits, and register balancing.

• Participated in hiring, onboarding, training, and mentoring new employees.

• Maintained inventory accuracy through stock management, merchandising, and visual displays.

• Helped drive store sales through product recommendations, upselling, and relationship building.

• Opened and closed the store while ensuring security and operational readiness. Server Pho Bakery Gillette, WY (January 2020 – July 2020)

• Delivered friendly and attentive customer service in a fast-paced restaurant environment.

• Accurately took orders, served food, and ensured guests received a positive dining experience.

• Assisted with food preparation, cleaning, stocking, and maintaining a sanitary work environment.

• Worked collaboratively with kitchen and service staff to improve efficiency and customer satisfaction.

• Addressed customer requests and concerns professionally while maintaining a welcoming atmosphere.

CORE COMPETENCIES

• Customer Service Excellence

• Team Leadership & Staff Development

• Conflict Resolution & Problem Solving

• Cash Handling & Payment Processing

• POS Systems & Computer Skills

• Inventory Management & Merchandising

• Sales Support & Upselling Techniques

• Customer Relationship Building

• Time Management & Organization

• Retail Operations & Store Management

• Communication & Interpersonal Skills

• Training & Mentoring Team Members

EDUCATION

Natrona County High School Casper, Wyoming

High School Diploma, 2016

ADDITIONAL INFORMATION

• Valid Driver's License

• Authorized to work in the United States for any employer

• Experienced working in customer-facing environments requiring professionalism, adaptability, and teamwork

• Comfortable working flexible schedules, including evenings, weekends, and holidays

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