Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kayla Black

Toronto,ON

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

2
2
years of professional experience

Work History

Senior Team Success Manager

MILLIONS.co
09.2022 - Current
  • Contributed to fostering a unique and positive remote company culture that aligned with the company's core values
  • Implemented a structured performance management system to endorse employee and manager career development
  • Regularly monitored and reported on HR metrics, such as turnover rates, new hires, and vacant roles, to the team on a monthly basis
  • Led recruitment efforts for new hires across various regions globally
  • Conducted performance evaluations and Implemented company-wide training programs
  • Delivered regular team meetings for aligned work towards common goals.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.

Team Success Manager

MILLIONS.CO
09.2021 - 09.2022


  • Successfully scaled a team of 9 to 40 within one year through effective recruiting and hiring processes
  • Led the end-to-end hiring process, including sourcing, screening, selection, and onboarding of new hires
  • Recruited key roles across all departments, including Marketing, Design, Production, Engineering, and
  • Customer Success
  • Managed payroll, benefits administration, and people logistics
  • Conducted employee relations and performance management activities

Senior Customer Care Manager

Jacuzzi Ontario
09.2021 - 08.2022
  • Took ownership of customer concerns by understanding their particular requests to achieve resolutions in a timely manner
  • Created customer support strategies to increase customer retention.
  • Implemented the use of SalesForce amongst the Customer Care Team to improve department efficiency
  • Recruited, mentored, and trained a team of 5 customer care agents and nurtured an environment where they could excel through encouragement and empowerment
  • Created training programs and support systems for the customer care team to improve workflow
  • Delegate tasks amongst the team to ensure a well-balanced workload for each team member to prevent burnout
  • Applied best practices in customer service, sales and employee management to exceed organizational goals.

Education

Bachelor of Arts - Sport Media

Toronto Metropolitan University
Toronto, ON
04.2020

Minor - Psychology

Toronto Metropolitan University
Toronto, ON
04.2020

Skills

  • Team Management Understanding
  • Operational Efficiency
  • Professional Relationships
  • Problem Resolution
  • Customer Experience Improvement
  • Customer Care
  • Escalation Management
  • Customer Satisfaction
  • Training Programs

Languages

English
Native or Bilingual
French
Professional Working

Timeline

Senior Team Success Manager

MILLIONS.co
09.2022 - Current

Team Success Manager

MILLIONS.CO
09.2021 - 09.2022

Senior Customer Care Manager

Jacuzzi Ontario
09.2021 - 08.2022

Bachelor of Arts - Sport Media

Toronto Metropolitan University

Minor - Psychology

Toronto Metropolitan University

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Kayla Black