Summary
Overview
Work History
Education
Skills
References
Timeline
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Kayla Salas

Anaheim

Summary

Seasoned Client Care Supervisor with background in managing high-performing customer service teams. Experience includes implementing client care strategies, improving process efficiencies and enhancing overall customer experience. Strengths lie in leadership, problem-solving, and communication skills. Track record of positive impact on client satisfaction and team performance in previous roles.

Overview

8
8
years of professional experience

Work History

Client Care Supervisor

TaxRise
Irvine
12.2021 - Current
  • Lead a team of client care specialists, coaching staff through audits, one-on-ones, and feedback to drive customer satisfaction and performance.
  • Track KPIs and team commissions, meeting regularly with staff to review performance and ensure expectations are met.
  • Manage escalated calls, ensuring client retention and positive resolutions.
  • Handled billing disputes and processed refunds to resolve client concerns and maintain satisfaction.
  • Reviewed and approved timecards, managed time-off requests, and reconciled payroll discrepancies.
  • Partner cross-functionally with other departments to streamline workflows, reduce case delays, and improve the client journey.
  • Design and deliver training programs to enhance departmental knowledge and implement new protocols.
  • Collaborate with leadership to coordinate company-wide initiatives, including training sessions and spirit weeks, boosting engagement and aligning employees with common goals.
  • Oversee daily workflow: managing call queues, Freshdesk tickets, voicemails, and interdepartmental requests.
  • Developed training resources and knowledge bases that reduced onboarding time and improved consistency.

Client Services Lead

American Tax Solutions
Los Angeles
11.2019 - 12.2021
  • Supervised client service staff, conducting coaching sessions and performance reviews.
  • Prioritized and delegated cases, resolving client billing disputes and rescuing delinquent accounts.
  • Reviewed and approved timecards, handled scheduling, and reconciled payroll discrepancies.
  • Responded to client inquiries, providing timely updates and document processing.
  • Collaborated with case managers and tax professionals to ensure smooth case handling.

Floor Manager

Felix Financial Solutions
Irvine
03.2018 - 09.2019
  • Collected and verified documentation per FAFSA guidelines.
  • Designed lesson plans and analyzed client feedback to align services with goals.
  • Processed new applications and tracked client account status.
  • Handled 80+ daily calls with prospective student loan clients.
  • Used consultative sales techniques to drive enrollment and upsell services.

Education

General Education Coursework -

Fullerton Community College
Fullerton, CA
01.2019

Skills

  • CRM expertise: Logics and Salesforce
  • Customer support tools: Talkdesk, Freshdesk & Hubspot
  • Microsoft Office proficiency
  • Typing speed: 50 WPM
  • Leadership capabilities
  • Workflow optimization strategies
  • Training facilitation and development
  • Data entry accuracy
  • Multitasking efficiency
  • Organizational skills
  • Client onboarding processes
  • Performance tracking methods
  • Billing dispute resolution techniques
  • Customer relationship management

References

References available upon request.

Timeline

Client Care Supervisor

TaxRise
12.2021 - Current

Client Services Lead

American Tax Solutions
11.2019 - 12.2021

Floor Manager

Felix Financial Solutions
03.2018 - 09.2019

General Education Coursework -

Fullerton Community College

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Kayla Salas