KAYLA UPCHURCH
Philadelphia
Summary
Personable and dedicated professional with strong ability to manage and motivate teams in maintaining clean and safe environments. Understanding of sanitation standards and proficient in using various cleaning equipment and supplies to ensure optimal cleanliness. Focused on creating positive impact through effective supervision and consistent quality control.
Overview
12
12
years of professional experience
Work History
Operations Manager
Crothall Healthcare Services
11.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Liquor Stork Clerk
Fine Wine and Good Spirits
08.2024 - 11.2024
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies at end-of-shift reconciliations.
- Maintained a clean and organized store environment for an enhanced shopping experience.
- Maintained compliance with local and federal regulations governing the sale of alcoholic beverages, verifying customer identification as necessary.
- Processed deliveries efficiently, verifying shipment accuracy and stocking shelves in a timely manner to minimize disruption of store operations.
Custodial Supervisor
Aramark
09.2021 - 07.2024
- Assist management in maintaining and improving cleanliness quality through inspections
- Train new hires and re-train hourly associates twice a year in areas such as safety procedures, equipment operation, and employee coaching or counseling
- Conduct daily inspections for quality and safety and implement corrective action
- Enforce department policies, follow up on daily assignments, and conduct counseling or disciplinary action
- Control supply inventories and distribute equipment as needed
- Observe and report the need for furniture or other building fixture repairs
- Provide functional/operational support to work areas as essential personnel during times of emergency, catastrophe, etc
- Payroll daily
Board Baggage Man & Relief Foreman
Amtrak
08.2019 - 04.2020
- Loaded passengers' luggage onto appropriate train by collecting, sorting, and checking baggage tags against train's manifests
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions
- Safely transported luggage and heavy baggage items using forklift equipment avoiding accidents and mishaps
- Trained new employees in areas such as safety procedures or equipment operation
Janitorial Station Cleaner & Relief Foreman
Amtrak
02.2015 - 07.2019
- Provided leadership, support, coordination and guidance to ensure that quality standards, inventory levels, safety guidelines and customer service expectations are met
- Monitored priorities and liaised between station team members and management, delegating tasks to complete on time
- Cleaned entire restroom utilizing disinfectants and bathroom cleaners, restock restroom supplies as needed, remove trash, clean fixtures, mirrors, and dispensers, sweep and/or wet mop floors
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
- Handled equipment, chemicals, and materials properly and with caution.
Reservation Sales Agent
Amtrak
01.2014 - 02.2015
- Provided high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills
- Processed new and existing reservation requests, change cancellations received by phone while identify customers reservation needs based on available travel dates, and apply eligible discounts and determine appropriate travel accommodations for passengers
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of railway products, rate tariffs, services and facilities
- Answer incoming calls in a timely manner to determine customers travel preferences while changing or cancelling reservation into Amtrak Rail reservations software
Reservations/Customer Service Representative
Eden's Corporation/CCT
07.2013 - 12.2013
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
- Scheduled and Booked transportation pickups and drop offs for CCT transportation clients to and from home via data entry into transportation software
- Resolved customer complaints while scheduling and correcting previous reservations bookings for transportation services
- Addressed customer service inquiries in a timely and accurate fashion
- Enforced Service Center policies, procedures and quality assurance measures
Education
HIGH SCHOOL DIPLOMA -
North Druid Hills
Decatur, GA05.2013
Skills
- Crew leadership
- Prioritization
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Reliability
- Cleaning and sanitizing
- Patience and composure
- Problem resolution
- Dedicated work ethic
Timeline
Operations Manager
Crothall Healthcare Services
11.2024 - Current
Liquor Stork Clerk
Fine Wine and Good Spirits
08.2024 - 11.2024
Custodial Supervisor
Aramark
09.2021 - 07.2024
Board Baggage Man & Relief Foreman
Amtrak
08.2019 - 04.2020
Janitorial Station Cleaner & Relief Foreman
Amtrak
02.2015 - 07.2019
Reservation Sales Agent
Amtrak
01.2014 - 02.2015
Reservations/Customer Service Representative
Eden's Corporation/CCT
07.2013 - 12.2013
HIGH SCHOOL DIPLOMA -
North Druid Hills
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