Kayla Barnes

Social Circle, GA • (404) 314-2223 • kb07396@georgiasouthern.edu

Resume Summary

Operations-minded IT generalist and people leader with 6+ years directing back-of-house operations at a Chick-fil-A franchise and prior experience in medical coding and IT help desk. Blends hands-on technical support (hardware setup, endpoint troubleshooting, POS administration) with process design (food safety SOPs, scheduling, inventory controls) and team leadership. Known for precise documentation, data quality, and cross-functional communication that reduce incidents, shorten resolution times, and improve service reliability. Awarded “Guardian of the Brand.”

Experience & Qualifications

Operations Director (Kitchen) — Chick-fil-A | Aug 2019–Present

• Lead day-to-day kitchen operations, coordinating multi-shift staffing, labor scheduling, and workload balancing to meet service-level and throughput goals.

• Own inventory controls (ordering, forecasting, reconciliation), minimizing stockouts and waste while aligning with vendor and budget constraints.

• Set up and maintain kitchen and front-of-house technology (POS terminals, peripherals, receipt/kitchen printers, labelers, tablets, basic network devices); coordinate vendor/IT support when escalation is required.

• Write, implement, and audit food-safety procedures and standards; create step-by-step SOPs and checklists that ensure compliance and reduce incidents.

• Train and coach team members and shift leaders on processes, safety, and technology use; establish clear documentation and quick-reference guides.

• Partner with owners and service providers on maintenance tickets, hardware lifecycle, and change management to minimize downtime.

• Recognition: Earned Chick-fil-A’s Guardian of the Brand for sustained elite food-safety performance across annual inspections.

Medical Coder — Liberty Mutual | 2017–2019

• Reviewed clinical and claim documentation and applied ICD-10-CM/CPT/HCPCS codes with high accuracy; validated data completeness and corrected discrepancies.

• Worked within claim/case-management systems; escalated data-quality issues, permission/access problems, and system defects to IT for resolution.

• Followed HIPAA and privacy requirements; maintained auditable records and concise coding notes that improved traceability and reduced rework.

• Collaborated with operations and IT to refine workflow rules, templates, and validation checks—strengthening data governance and system reliability.

• IT relevance: documentation discipline, data integrity practices, privacy/compliance awareness, and effective use of enterprise software and ticketing paths.

IT Help Desk Specialist — TurboTax (Intuit) | 2015–2016

• Provided first-line technical support (Windows/macOS) for employees and seasonal agents: account lockouts, MFA, VPN, email, software installs/updates, and printer/peripheral issues.

• Used remote-assist tools and a ticketing system (e.g., ServiceNow/Jira) to triage, resolve, and escalate incidents; met or exceeded SLAs and CSAT targets.

• Performed workstation setup/imaging, basic network troubleshooting (wired/wireless), and routine hardware diagnostics/replacements.

• Authored and updated knowledge-base articles to reduce repeat contacts and accelerate first-call resolution.

• IT relevance: incident management fundamentals, clear troubleshooting methods, customer service, documentation, and collaboration with SysAdmin/Network/Apps teams.

Skills & Abilities

Technical: Windows & macOS support, POS systems & peripherals, basic networking (connectivity, DHCP/DNS symptoms, Wi‑Fi), hardware setup & imaging, ticketing systems (ServiceNow, Jira), remote support tools, documentation & SOP writing, Excel/Sheets for logs and tracking, ICD‑10/CPT fundamentals, HIPAA awareness.

Operational: Scheduling & labor planning, inventory management & ordering, vendor & stakeholder coordination, training & onboarding, incident/issue triage, continuous improvement.

Soft Skills: Clear written communication, customer service under pressure, root‑cause thinking, team coaching, attention to detail.

Honors

Guardian of the Brand (2025) — Chick-fil-A (chain-wide food-safety recognition for sustained elite results).