Kayla Ramey
Baltimore
Summary
Dependable and goal-oriented professional with more than 10 years of experience in operations, customer support, and team leadership, ready to excel in delivering exceptional service. Proven track record in resolving issues efficiently while maintaining high level of satisfaction. Skilled in communication, problem-solving, and team collaboration. Known for adaptability, fostering safe spaces, and focus on achieving results.
Overview
14
14
years of professional experience
Work History
Senior Customer Care Agent
Gc2b
08.2020 - 12.2025
- Facilitated a partnership with a shipping insurance provider, enabling customers to independently resolve 35% of order-related incidents and resulting in significant cost avoidance
- Developed and optimized pre-written response macros to improve response efficiency and increase CSAT scores
- Worked cross-functionally with shipping and logistics teams to execute order changes, amendments, and expedited processing times
- Addressed an average of 60 customer email inquiries daily, delivering clear, timely, and customer-focused solutions
- Collaborated with and coached team members to resolve complex customer tickets
- Conducted proactive customer follow-ups to confirm resolution of order issues and improve overall experience
- Partnered cross-departmentally with the marketing team to support sales initiatives and customer engagement strategies
- Served as a point of contact for sensitive and urgent issues handled through live chat support
- Troubleshot website and order-related technical issues, identifying root causes and coordinating fixes across departments
Director of Operations
Fringe Baltimore
11.2018 - 02.2020
- Optimized insurance coverage by transitioning liability and workers’ compensation policies in alignment with staffing changes and cost-efficiency goals.
- Directed recruitment efforts, including job advertising, candidate sourcing, interviewing, and hiring decisions.
- Led the selection, implementation, and transition of payroll providers, including ADP and Paychex, ensuring seamless payroll processing and compliance.
- Managed digital operations systems, including inventory and cash controls, labor scheduling tools, quarterly business reviews, and P&L reporting.
- Oversaw full employment lifecycle (hire-to-retire), including onboarding, performance management, payroll administration, offboarding, and exit interviews.
- Administered payroll processing with accuracy and adherence to regulatory requirements.
- Conducted annual performance reviews, providing feedback and development planning to support employee growth and retention.
- Developed and coordinated continuing education programs based on seasonal trends, industry media developments, and individual career goals.
Store Manager
Starbucks
06.2012 - 06.2017
- Managed daily store operations and scheduling for 20+ employees.
- Led hiring process, onboarding, training, and development of staff and shift supervisors.
- Analyzed weekly sales, waste, and customer experience reports to adjust goals and improve performance.
- Controlled inventory ordering based on demand forecasts, trends, and seasonality.
- Ensured quality, cleanliness, cash control, and compliance through audits, training, and clear procedures.
- Fostered a positive, customer-focused work environment through coaching, recognition, and performance discussions.
Education
Health Coach Certification - Health Coaching
Institute For Integrative Nutrition
New York, NY09-2015
High School Diploma -
Oakland Mills High School
Columbia, MD05-2012
Skills
Cross-Functional Collaboration
Policy & Procedure Development
Live Chat, Email, and Ticket Support
CSAT & Service Quality Improvement
Cost Avoidance & Efficiency Initiatives
Team Coaching & Mentorship
Employee Training & Onboarding
Labor Scheduling & Workforce Planning
Cash Controls & P&L Reporting
Quality Assurance & Compliance
Payroll Administration
Website & Order System Troubleshooting
Timeline
Senior Customer Care Agent
Gc2b
08.2020 - 12.2025
Director of Operations
Fringe Baltimore
11.2018 - 02.2020
Store Manager
Starbucks
06.2012 - 06.2017
Health Coach Certification - Health Coaching
Institute For Integrative Nutrition
High School Diploma -
Oakland Mills High School