Kara Factor

Experience

• 

  Jcpenney

  Jan 2010 - Jan 2011

  Sales Associate

  Maintaining excellent customer service for customers.

• 

  Hope's Door

  May 2012 - Aug 2012

  Intern

  Worked as the Childcare Supervisor Intern for the summer of 2012. As such, I led support groups for the children at the domestic violence shelter, Hope's Door. I was tasked with creating activities for the children to reduce stress, enhance coping skills, and to help the children resist drugs, violence and alcohol.

• 

  The Container Store

  Aug 2013 - Feb 2015

  Sales/Visual Merchandising

  Facilitate expert customer service through the use of seven principles that facilitate empowerment, independence, cohesiveness, and strong employee relations.Built selling relationships with customers that resulted in fulfilling customer’s storage and organization needs. In addition, was responsible for supporting and executing the company’s merchandising vision.

• 

  Plano ISD

  Sept 2013 - Mar 2015

  Substitute Teacher

  Provided academic support to teachers, administrators and students in both middle and high school setting.Created and facilitated learning materials that fostered knowledge and growth within various subject matters.

• 

  MAKE Corporation for Southwest Airlines

  Mar 2015 - Sept 2015

  Customer Relations Representative

  Contract Employee for Southwest Airlines Provide daily effective communication and Hospitality to Southwest Customers.Compile Customer information via various applications and department resources.

• 

  Southwest Airlines

  Sept 2015 - now

  Develop training materials for use in initial training for new hires as well as recurrent training for all Southwest Business employeesFacilitate and lead training sessions in new hire training, team meetings, one-on-one environments and on an as needed basisContribute to building the training roadmap for the Department and setting the long-term direction of the Team's training program Evaluate existing training materials to identify gaps and opportunities for improvement and consistencyDevelop resources and reference materials that clearly illustrate processes and concepts, for use by individuals in the department in their day-to-day responsibilitiesEstablish metrics to measure learning and success of training programs (including knowledge retention and behavior change as a result of training and training tools); bringing a continuous improvement mindset to establishing metrics and generating recommendations and program changes in addition to optimization as a result of metricsAssess current trends in the broader learning and development space and provides ideas and planning around how the Team can keep training offerings in line with industry best practices and expectations Show less Create and facilitate training curriculum for special projects related to technology, Corporate Sales, International travel, and manual ticket refundsLeverage change management best practices when introducing new processes to promote efficiency and reduce waste Partner with Projects & Business Support Team to assist with creating and managing department communications, resources, and job-aids Lead initiatives on problem solving and strategizing for special projects related to technology, Corporate Sales, and revenue accountingFacilitate Win-Win Solutions for new hire Representatives Serve as a Subject Matter Expert for new hire Representatives during initial classroom training Provide weekly analytics on Corporate promotions to department Leadership Contribute to monthly analytics and reporting for Leadership regarding denied refund claims for the department Triage technology issues and open corresponding incidents though Technology partners to ensure issues are resolved Show less Worked on Business Acceptance Testing Collaborate in managing and handling Corporate Sales requests and Initiatives Provide daily effective communication and Hospitality to Southwest CustomersCompile Customer information via various applications and departmental resourcesResponsible for mentoring and developing new hire Representatives, facilitating learning and growth in a one-and-one a nesting environmentResponsible for handling escalated Customer concernsMaintain the "Southwest Style" of Customer Service Show less

  • Manager, CRM & Data

    Apr 2022 - now

  • Business Consultant, CRM

    Apr 2021 - Apr 2022

  • Sr. Specialist, Training

    Jun 2019 - Apr 2021

  • Specialist Customer Relations

    Jan 2018 - Jun 2019

  • Senior Representative Customer Relations

    Aug 2017 - Jan 2018

  • Customer Relations Representative

    Sept 2015 - Aug 2017