Open to opportunities

Kyia Brocken

@kyiabrocken

Message

Customer-focused operations professional specializing in system implementation.

United States

Message

What I'm looking for

I seek a customer-focused operations role where I can lead system implementations, improve processes, train teams, and drive measurable customer retention and satisfaction.

I am a customer-focused operations professional with nearly four years of experience implementing systems, training teams, and optimizing processes to drive measurable results. I specialize in guiding customers through new platforms, standardizing workflows, and ensuring long-term success.

In my roles I have led retail operations, built client onboarding programs, and coordinated cross-functional projects that improved adoption and retention. I have a track record of delivering tangible outcomes—generating $30K in Q1 sales as a part-time retail manager and achieving 100% client retention with zero escalations as a maintenance lead.

I am skilled with Salesforce CRM, Excel and Google Sheets, project management, and team onboarding. I thrive on improving processes, training teams, and communicating clearly to turn operational challenges into scalable solutions.

Experience

Work history, roles, and key accomplishments

Current

Retail Operations Manager

Current

Moon Taxi

Nov 2024 - Present (10 months)

Lead daily retail operations focusing on quality, efficiency, and customer satisfaction; onboarded and trained staff and implemented workflow improvements that increased time-to-value and generated $30K in Q1 sales as a part-time employee.

Retail Operations Staff Training Workflow Optimization Sales Growth Customer Satisfaction Process Improvement Salesforce CRM Excel

Maintenance Lead / Design Assistant

Urban Spikes

Aug 2022 - May 2025 (2 years 9 months)

Implemented client onboarding and workflow program, standardized scheduling and service delivery, and delivered training and proactive support to 15 accounts resulting in 100% retention and zero escalations.

Onboarding Account Management Training Retention Project Management Salesforce CRM

Office Assistant

Zebra Wraps

Nov 2020 - Mar 2021 (4 months)

Managed client data migration and recordkeeping across platforms and supported onboarding and check-in processes while organizing operational workflows using Excel, Word, and Adobe tools.

Data Migration Record keeping Onboarding Excel Adobe Workflows Customer Service Communication

Education

Degrees, certifications, and relevant coursework

Lone Star College

Associate of Arts, Arts

Grade: Cum Laude

Completed an Associate of Arts degree with honors, focusing on foundational liberal arts coursework and preparation for further study or workforce entry.