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Keila Coleck

Customer Experience Associate · Nutrafol
Open to Explore Remote

Customer experience specialist with a background in retail leadership and marketing studies. Strong in communication, recruitment support, data systems, and digital tools. Eager to bring people-focused solutions to HR and marketing teams.

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Rise OGToast To Your SuccessMentoring
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🎓 Student
🥷 Career Switcher​
👒 Marketer

Interests

Priorities
INDUSTRIES
Open to Explore
EXPERTISE
Support
COMPANY STAGE
Open to Explore
TEAM SIZE
1-10, 11-50, 51-200, 201-500, 501-1000, 1001-5000, 5001-10000, 10000+
LOCATION
Remote
Open to Explore
Culture Values
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Passion for Exploration
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Work/Life Harmony
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Reward & Recognition
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Rapid Growth
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Feedback Forward
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Dare to be Different
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Casual Dress Code
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Growth & Learning
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Rise from Within
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Mission Driven
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Benefits & Perks
👩‍👦
Maternity Leave
👨‍👦
Paternity Leave
🚑
Family Medical Leave
🏡
WFH Reimbursements
💪
Flex-Friendly
🍱
Some Meals Provided
🏋️‍♀️
Fitness Stipend
🏥
Medical Insurance
🦷
Dental Insurance
👁
Vision Insurance
🧘‍♂️
Mental Health Resources
❤️
Life insurance
👶
Family Coverage (Insurance)
✏️
Learning & Development
📚
Education Stipend
👏
Performance Bonus
🎈
4 Day Work Week
Paid Holidays
🤧
Paid Sick Days
🕰
Paid Time-Off
Sabbatical
🏝
Unlimited Vacation
🌱
Paid Volunteer Time
VIEW ALL BENEFITS (23)

Bio & Skills

Customer Experience Professional Pivoting into HR & Digital Marketing | Empathy-Driven, Tech-Savvy, Adaptable | Remote Support

With over 2 years of dedicated remote experience in customer support, scheduling, CRM platforms, and digital operations, I bring a blend of clear communication, empathy, and analytical thinking to every role. I’m now transitioning into HR or Marketing, where I aim to contribute to people-first initiatives, creative storytelling, and process improvement.

People Ops & Support Communication Strategy CX Digital Marketing Remote Team Collab Workflow Refinement Process Enhancement
Core Skills

"I am not what happened to me, I am what I choose to become." — Carl Jung

Main photo
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Because work isn’t all I’m about.

🐶 I run a tiny pet care biz called Asher’s Paw—yes, dogs are my coworkers. 🎶 I love music - I grew up in a musical home. ☕ Coffee + empathy = my work fuel. 🧠 Forever curious—currently diving into HR, marketing, and new creative tools. 🇸🇻 Born in El Salvador, living in LA, dreaming of wide-open spaces.

Experience

Nutrafol
Nutrafol
Remote · 2 years, 2 months
Customer Experience Associate May 2023 — Current time
About the role In my current role as a Customer Experience Associate, I operate within a fast-paced environment that emphasizes a rigorous performance metric system. We are expected to manage a high volume of daily Zendesk tickets while maintaining exceptional standards in resolution quality and efficiency. Key performance indicators include: - Daily ticket resolution volume via Zendesk, ensuring timely and accurate support across phone, chat, and email channels. - Talk time efficiency, measuring how quickly and effectively customer concerns are addressed in real-time calls. - One-touch resolution rate, tracking how often customers need to follow up due to incomplete or unclear resolutions. - Customer Satisfaction (CSAT) scores, reflecting the overall experience from the customer's perspective. - Quality Assurance (QA) metrics, which assess accurate tagging, proper use of macros, and appropriate follow-ups. - In addition to these core responsibilities, we are also monitored for schedule adherence and engagement beyond our daily scope, including our contributions to team-wide improvements. Several of my macro suggestions for customer communication have been implemented and are now part of our official digital assets—a reflection of my proactive efforts to enhance both customer and agent experience. I’m an active team contributor, regularly participating in activities such as product knowledge presentations, creative challenges like recipe showcases, and company-wide wellness initiatives. I thrive in collaborative settings and frequently participate in new projects, bringing a thoughtful and constructive voice to discussions. I’m not afraid to ask questions or offer respectful input to broaden my understanding and contribute meaningfully to our shared goals.
Color Health
Color Health
Remote · 6 months
Genetics Support Agent August 2022 — February 2023
About the role In this role, I quickly adapted to internal systems and tools including macOS and Google Sheets, while becoming proficient in CRM platforms and business software to support smooth daily operations. I adhered to strict corporate policies, departmental protocols, and privacy regulations. My day-to-day involved compassionate communication, active listening, and meticulous attention to detail in every patient interaction. I also collaborated cross-functionally on team projects, demonstrating strong interpersonal and problem-solving skills.
Therapy Lounge Center
Therapy Lounge Center
Los Angeles, CA. · 1 year
Adminitrative Assistant February 2021 — March 2022
About the role At Therapy Lounger Center, I supported therapy operations by streamlining therapist scheduling, which ultimately reduced appointment conflicts by 35%. I provided bilingual translation in Spanish and English, bridging communication between patients and therapy evaluators. I also delivered timely and efficient support across departments, managing referrals, cancellations, claims, and inquiries through both phone and email. This role sharpened my attention to detail, multitasking, and cross-functional communication skills—key assets I now bring into any people-focused role.
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Education

Universidad Evangelica de El Salvador
Universidad Evangelica de El Salvador
Associates in Marketing · Hospitality
2013 - 2016