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, CA01.2019
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