Results-Driven Customer Service Leader and Ops Specialist

MAKAELA KHIEV

Atlanta, GA ***** 770-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Results-driven customer service and operations professional with progressive leadership experience across hospitality, automotive service, and retail environments. Recognized for strengthening team performance, improving customer satisfaction, and optimizing daily operations. Skilled in training, shift management, conflict resolution, and cross-functional coordination. Currently pursuing a Bachelor’s degree in Marketing while expanding expertise in brand growth and retail operations.

CORE COMPETENCIES

Customer Experience & Retention

Team Leadership & Staff Development

Operations & Workflow Optimization

Scheduling & Shift Management

Conflict Resolution

Recruitment & Onboarding

Cross-Department Collaboration

Administrative & Front Desk Management

PROFESSIONAL EXPERIENCE

1.Retail Associate Case-Mate Atlanta, GA

July 2025 – Present

• Deliver high-level customer service in a fast-paced retail environment, driving brand loyalty and repeat business.

• Educate customers on product features and recommend solutions tailored to individual needs.

• Support merchandising and inventory management to maintain visually compelling displays.

• Contribute to team sales goals through proactive engagement and upselling strategies.

• Collaborate with management to improve store performance and customer satisfaction metrics.

2.Reception Manager La Belle Atlanta, GA

June 2024 – Present

• Oversee front desk operations, ensuring seamless check-ins and service flow.

• Manage employee schedules to maintain full operational coverage.

• Resolve customer concerns efficiently, improving overall satisfaction.

• Maintain organized administrative systems and coordinate special events.

• Train and mentor front desk staff on service excellence standards.

3.Manager – Customer Service Caliber Car Wash Peachtree City, GA

May 2023 – August 2024

• Led service team operations and mentored new hires for accelerated onboarding.

• Implemented process improvements that enhanced workflow efficiency.

• Advocated for customer feedback to improve service offerings.

• Coordinated across departments to deliver consistent service experiences.

4.Valet Butler Lexus of South Atlanta Union City, GA

May 2021 – August 2021

• Provided professional valet service while safeguarding customer vehicles.

• Collaborated with front desk staff to enhance guest experiences.

• Maintained welcoming, service-focused interactions to encourage return visits.

5.Cashier Pita Mediterranean Street Food Fayetteville, GA

May 2020 – August 2020

• Delivered efficient checkout service and maintained high accuracy in transactions.

• Assisted customers to ensure positive dining experiences.

EDUCATION

Georgia State University Atlanta, GA

Bachelor of Business Administration in Marketing August 2022 – Present

• Honors Society Member

• HOPE Scholarship Recipient

• Coursework: Microsoft Excel, Marketing Strategy, Consumer Behavior

Whitewater High School Fayetteville, GA

High School Diploma August 2018 – May 2022

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