Kyla James

Dedicated Case Management Professional with over two years of experience navigating complex social service systems to support individuals and families experiencing domestic violence and human trafficking. Skilled in trauma informed care, high needs crisis intervention, and strategic community resource networking. Dedicated to empowering clients through comprehensive safety planning, housing stabilization, and holistic wrap-around support services.

Community Case Manager and Children’s Victim Advocate at Pathways Sanctuary Shelter and Advocacy Center (2024-02 – Present)

Provided trauma-informed case management and advocacy services to survivors of domestic violence and their children, conducting assessments, safety planning, crisis intervention, and resource coordination. Assisted clients in navigating legal, housing, healthcare, financial, and social service systems while advocating for access to community resources. Maintained confidential documentation, collaborated with multidisciplinary professionals, and empowered clients to achieve safety, stability, and self-sufficiency through individualized service planning and ongoing support.

Customer Experience Specialist at Ebay (2023-06 – 2024-01)

Provided guidance on website, procedures, and products offered by company, while providing resolutions for customers while demonstrating strong communication skills and knowledge. Handling customers’ complaints and inquiries in a timely and professional manner

Lead Account Manager at Discover Card (2016-09 – 2023-06)

Provided exceptional customer support to credit card customers by addressing account inquiries, resolving billing and account concerns, and educating clients on credit management and FICO score factors. Utilized strong problem-solving and communication skills to identify customer needs, explain financial products and services, and deliver tailored solutions. Maintained accurate account documentation, ensured compliance with company policies, and built positive customer relationships through professional and empathetic service.

Customer Service Representative at Young Living (2012-08 – 2016-09)

Delivered customer service to essential oil and wellness product customers by assisting with product selection, order processing, account management, and shipment inquiries. Utilized strong communication and problem-solving skills to educate customers on products, address concerns, and provide personalized recommendations. Maintained accurate records, resolved issues efficiently, and fostered positive customer relationships by providing friendly, knowledgeable, and responsive support.

Bachelor of Science in Software Design and Development – Wilmington University (2023)