Hey, I’m Kolton Consulting. Based in Santa Rosa Beach, Florida, serving Walton, Okaloosa, and Bay Counties.
Operations Consultant & Systems Strategist
Experienced in designing calm, consistent operations that empower teams to do great work and deliver exceptional customer experiences.
Years of Experience
1
Awards Won
1
Tool Skills
Workforce skills
People-First Leadership & Team Culture
90%
Support Operations Strategy
90%
Escalation Management & Incident Response
85%
Process Optimization
85%
Tool Skills
Workforce skills
People-First Leadership & Team Culture
90%
Support Operations Strategy
90%
Process Escalation Management & Incident Response
85%
Process Optimization
85%
Program Ownership
80%
Cross-Functional Collaboration
80%
Customer Experience (CX) Strategy
75%
Technical Skills
Technologies
Education
Gulf Coast State College
2015 – 2017
Associates of Arts Degree
- Graduated with a 3.7 GPA.
Dothan High School
2010 – 2014
High School Honors Diploma
- Graduated with a 3.8 GPA.
- Student of the month in October, 2013.
- Held “PTO Student Representative” position in junior and senior year.
- Held “Student Technology Director” position in senior year.
Work Experience
Years of Experience
April 2025 - Current
Manager, Customer Support
- Acting Program Manager, Sales Assist, a support-led revenue program converting inbound trials, chat/email leads, and small-business prospects. I own program strategy, execution, and day-to-day operations
- Drive sales performance through core metrics: Leads, Converted Leads, Conversion Rate, ACV, and Attributed ARR
- Build and deliver monthly executive reporting via Looker, Hex, and slide decks surfacing performance trends
- Launched consultative conversation training in June 2025, resulting in a ~4% month-over-month lift in conversion
- Manage tooling and data flows across Zendesk, Salesforce, Hex/Looker, and pacing sheets to tie revenue to support and forecast pipeline
- Partner cross-functionally to maintain and evolve the CX tech stack for efficiency and scale
- Build team connection and drive performance through trust, autonomy, and hands-on coaching, prioritizing a frictionless employee experience to deliver standout a customer experience
- Deliver monthly updates to executive leadership, highlighting program impact and iteration opportunities
- Drive team efficiency through high autonomy, in-the-moment coaching, and consistent enablement
Calendly
March 2023 - May 2025
Support Operations Specialist
- Designed the Support Operations Specialist role from the ground up; set clear process expectations, standards, KPIs, and reporting cadences.
- Supported all three shifts of a global 24/7 support team; owned reporting, process design, and escalation frameworks that kept operations smooth and scalable.
- Built and maintained reporting for a 100 plus agent multi channel support org across 15 plus data sets; enabled real time visibility and leadership decisions.
- Audited and refined workflows; reduced friction and improved the end to end customer journey.
- Designed and launched the real time internal escalation process for urgent call support; streamlined stakeholder alignment.
- Served as the go to for executive escalations; ensured high stakes conversations were handled with urgency and care across all channels.
- Partnered cross functionally to lead onboarding and offboarding coordination; protected quality and coverage through transitions.
- Proactively surfaced operational gaps through data deep dives; turned blockers into process improvements and playbooks.
Calendly
November 2020 - March 2023
Product Specialist
- Awarded “Strives for Excellence” in January 2023.
- Created custom tools to streamline operations and reduce labor needs.
- Managed customer escalations, bug tracking, and process improvements.
- Developed a Jira-based escalation board and incident management system.
- Fostered a positive workplace culture through strategic partnerships.
Calendly
April 2019 - April 2020
Retail Operations Specialist, North America
- Reduced annual store supply costs by 13% across 225+ stores.
- Negotiated a 37% reduction in certification costs.
- Implemented reporting systems for loss prevention and inventory management.
L'Occitane en Provence
February 2018 - April 2019
Flagship General Manager, Buckhead Village
- Decreased annual store shrink by 9.8%.
- Reduced operational costs by 16% through efficient management.
- Increased employee retention by 5 months and improved NPS scores by 47%.
- Trained managers and staff for new and existing stores.
L'Occitane en Provence
May 2017 - March 2018
Assistant Retail Manager, Grand Boulevard
- Achieved a 15.7% increase in sales above forecast.
- Ranked #1 in NA for sales and ticket growth.
- Both attributed outcomes were attributed to implementing networking and utilizing local connections with community.
L'Occitane en Provence
October 2016 - February 2018
Retail Brand Ambassador
- Top performer in sales volume for Q1 and Q2 2017, and Q4 2016.
- Represented the brand through community events and pop-ups.
The 30A Company
January 2016 - February 2017
Barista + Store Merchandising
- Ensured compliance with corporate plans and reduced campaign costs.
- Received “Partner of the Quarter” award in Q3 2016.
Starbucks
September 2014 - December 2015
Production Scheduler
- Scheduled orders to materials, capacity, and demand; kept plans current and delivery focused.
- Collaborated with Product and Operations to prioritize backlog and clear constraints.
- Drove quarter over quarter efficiency and record units shipped through accurate scheduling and risk surfacing.
- Ran daily meetings to ensure forecast remained in-align with expectations.