Dylan Kelley
Tinley Park,IL
Summary
Proven leader and technical adept, I enhanced team productivity and customer satisfaction at The UPS Store through effective leadership and innovative process improvements. Skilled in team management and technical troubleshooting, my approach significantly reduced employee turnover and fostered strong client relationships, demonstrating a commitment to excellence and collaborative success.
Overview
7
7
years of professional experience
Work History
Shift Manager/Key Holder
The UPS Store
06.2023 - Current
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Oriented new hires regarding protocols and practices for smoother daily operations.
- Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
- Matched tasks with team members' abilities, significantly increasing productivity.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
- Increased customer satisfaction through attentive service, swift problem resolution, and effective communication.
- Assisted customers with inquiries or concerns promptly and professionally, enhancing brand reputation for excellent service.
- Improved efficiency by improving processes and implementing time-saving strategies.
- Exercised composure under pressure and in escalated customer service scenarios.
- Reduced employee turnover by fostering a positive work environment and by providing my own ongoing training regiments.
Technical Service Representative
Crosscom
10.2020 - 03.2023
- Executed remote work operations efficiently on emergency tickets.
- Documented notes from Technician for future reference. Followed up with client to verify optimal customer satisfaction and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Ensured accurate case history and resolution records in the company system.
- Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
- Administered exhaustive evaluations to detect and address system malfunctions.
- Acted as liaison between our client, their engineering team, and field technicians fostering strong working relationships.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Collaborated with cross-functional teams to develop customized solutions tailored to individual client needs.
Bartender Shift Manager
TGI Fridays
10.2017 - 03.2020
- Generated daily sales reports after performing opening and closing duties, ensuring accurate deposit activities.
- Tracked metrics, restocked items, organized bar setup.
- Executed procedures ensuring compliance with alcohol safety standards.
- Resolved customer complaints successfully, showcasing strong conflict resolution skills and client satisfaction commitment.
- Consistently maintained a clean and organized bar area, ensuring compliance with health and safety regulations.
- Ensured efficient bar operations by supervising the restaurant, trained new hires with drink preparation, food handling, and logistics of a business.
Education
Associate Of Science - Biological Sciences
Moraine Valley Community College
Palos Hills, IL05.2017
Skills
- Store maintenance
- Effective leadership
- Employee motivation
- Team management
- Technical skills
- Customer service
- Store organization
- Product descriptions
- Teamwork and collaboration
Additional Information
Technical Skills: Proficient in Microsoft Word, Excel, PowerPoint, Access, and several Graphic Design Programs.
Timeline
Shift Manager/Key Holder
The UPS Store
06.2023 - Current
Technical Service Representative
Crosscom
10.2020 - 03.2023
Bartender Shift Manager
TGI Fridays
10.2017 - 03.2020
Associate Of Science - Biological Sciences
Moraine Valley Community College
Similar Profiles
Siddharth PanchalSiddharth Panchal
Retail Sales Associate at The Ups StoreRetail Sales Associate at The Ups Store
William GermondWilliam Germond
Manager at The UPS StoreManager at The UPS Store
Jaclyn SellingerJaclyn Sellinger
Customer Service Representative at The UPS StoreCustomer Service Representative at The UPS Store