Jiselle Kenny
Ambler,PA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Coach
Mammoth Mountain Ski Area
2022.01 - 2022.07
- Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
- Organized engaging workshops to foster a collaborative learning environment and sharing of best practices among peers.
- Cultivated strong relationships with team members, fostering trust, respect, and collaboration that led to increased productivity.
- Introduced creative incentives programs designed to motivate employees while also rewarding their hard work.
- Improved customer satisfaction ratings through targeted coaching on active listening skills and empathetic responses to client concerns.
- Established clear expectations for performance standards while providing ongoing mentorship to help sales professionals exceed goals consistently.
- Increased sales performance by implementing tailored coaching strategies for individual team members.
- Developed customized coaching plans, addressing specific skill gaps and needs within the sales force.
- Championed a culture of openness, facilitating transparent communication channels between management levels and staff members.
- Provided constructive criticism in ways that empowered individuals rather than discouraging them from taking risks or pursuing challenging opportunities.
Lead Vacation Specialist
Mammoth Mountain Ski Area
2021.03 - 2022.01
- Managed high volumes of inbound inquiries via phone, email, and chat platforms, delivering prompt and accurate responses to customer requests.
- Resolved customer complaints or issues promptly while maintaining a professional demeanor, leading to increased customer retention rates.
- Monitored inventory availability across multiple channels ensuring optimal allocation of resources during peak seasons or promotional events.
- Worked closely with management to develop strategic plans aimed at increasing market share and surpassing sales targets consistently.
- Collaborated with team members to ensure seamless service delivery for guests, resulting in positive reviews and repeat bookings.
- Assisted clients with travel arrangements, including transportation, accommodations, and activity bookings, ensuring a stress-free vacation experience.
Vacation Specialist
Mammoth Mountain Ski Area
2019.09 - 2021.03
- Resolved customer complaints or issues promptly while maintaining a professional demeanor, leading to increased customer retention rates.
- Assisted clients with travel arrangements, including transportation, accommodations, and activity bookings, ensuring a stress-free vacation experience.
- Utilized expert knowledge of destination offerings to create customized itineraries tailored to individual preferences and interests.
- Managed high volumes of inbound inquiries via phone, email, and chat platforms, delivering prompt and accurate responses to customer requests.
- Developed effective upselling techniques to promote additional products or services aligned with client needs, increasing revenue per booking.
- Monitored inventory availability across multiple channels ensuring optimal allocation of resources during peak seasons or promotional events.
Board of Directors
Mammoth Lakes Housing, INC
2015.09 - 2020.08
- Oversaw development of long-term strategic plans, aligning company goals with market trends and opportunities.
- Defined organizational problems to create and implement correction plans.
- Assisted with identifying and recruiting other board members, successfully recruiting three board members.
- Attended public hearings to gain community input.
- Collaborated with fellow board members to establish a robust succession planning process for key leadership positions within the organization.
- Guided organization through periods of change by providing strong leadership during transitions and restructures.
- Advised executive management on critical decisions, contributing to the achievement of annual revenue targets.
- Reviewed outcomes and metrics to evaluate performance, effectiveness and impact.
- Assisted with development of organizational budgets and resource allocation plans.
- Prepared and presented reports to inform board on organizational progress and goals.
Residential Services Coordinator
Wild Iris Family Crisis Center
2015.07 - 2018.08
- Developed strong relationships with community partners to secure resources and support for residents in need.
- Streamlined service delivery for increased efficiency by regularly reviewing and updating operational procedures.
- Assisted residents in accessing necessary support services such as healthcare providers or mental health professionals.
- Conducted routine inspections of the facility to identify and address any potential safety hazards or areas in need of repair.
- Enhanced resident satisfaction by promptly addressing concerns and implementing effective solutions.
- Closely monitored budgets and expenditure to maximize resource allocation while minimizing costs.
- Facilitated regular meetings with residents' families to provide updates on progress while addressing any concerns or questions they may have had.
- Successfully resolved conflicts among residents through mediation techniques and proactive communication strategies.
- Maintained meticulous records related to every aspect of residential services management including incident reports, maintenance requests, budget documentation, and more.
- Continuously sought feedback from residents, staff, and families to inform future improvements to residential services.
Education
Master of Science - Nursing
Gwynedd Mercy University
Gwynedd Valley, PA08.2024
Bachelor of Arts - Political Science
University of California, Santa Cruz
Santa Cruz, CA06.2015
Skills
- Adept at deescalating guests
- Effective Communication
- Verbal and written communication
- Group leadership
- Personable and friendly
- Building Relationships
- Strategic Planning
- Nonprofit experience
- Discretion and Confidentiality
- Document Management
- Recordkeeping
Employment History And Government Experience
- Lead Vacation Specialist, Mammoth Mountain Ski Area, 03/2021, Present, Mammoth Lakes, CA
- Vacation Specialist, Mammoth Mountain Ski Area, 09/2019, 03/2021, Mammoth Lakes, CA
- Board of Directors, Mammoth Lakes Housing, INC, 09/2015, 08/2020, Mammoth Lakes, CA
- Residential Services Coordinator, Wild Iris Family Crisis Center, 07/2015, 08/2018, Bishop, CA
Experience And Skills
- Interpersonal and Leadership Skills
- Program Development and Management
- Documentation
- Computer Software Tools
- Managing Finances and Budgets
- Contract Negotiations
- Collaboration Between Partners
- Administrative: Collect and process End of Day reports from agents, and pass on important information to managers. Assist agents with reservations or complicated situations when needed. Supervise the LiveQ chat in teams when managers need help. Historically, I have supervised clients in a Transitional Housing Program, and monitored their growth and documented every interaction. Inspected housing units as well as wrote clients up when rules were broken. Organized contractors, community partners, and state resources to better the program. Ensured grant compliance for continued funding.
- Management: Supervised employees and clients in roles as Board Director and Program Manager. Managed the finances and budgets. Negotiated contracts with employees as well as with other businesses.
Languages
Spanish
Professional Working
Timeline
Coach
Mammoth Mountain Ski Area
2022.01 - 2022.07
Lead Vacation Specialist
Mammoth Mountain Ski Area
2021.03 - 2022.01
Vacation Specialist
Mammoth Mountain Ski Area
2019.09 - 2021.03
Board of Directors
Mammoth Lakes Housing, INC
2015.09 - 2020.08
Residential Services Coordinator
Wild Iris Family Crisis Center
2015.07 - 2018.08
Master of Science - Nursing
Gwynedd Mercy University
Bachelor of Arts - Political Science
University of California, Santa Cruz
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