Katie Ellis
Santa Rosa Beach
Summary
Dynamic leader with a proven track record at Quality Air, driving a 484% growth in customer reviews through exceptional client retention and effective communication. Expert in operational efficiency and conflict resolution, I excel in enhancing productivity and fostering strong relationships, ensuring organizational success and superior service delivery.
Overview
6
6
years of professional experience
Work History
Director of Administration & Operations
Quality Air
Santa Rosa Beach
10.2024 - Current
- Effectively direct and oversee a staff of 10 employees
- Preserve and advance client and vendor relationships
- Successfully lead all daily operational aspects including ordering all equipment and parts, handling escalated issues/ concerns and customer calls, creating invoices, overseeing and managing quality of jobs, maintaining consistent contact with employees to offer support and sustain daily organizational structure
- Develop and implement performance standards and procedural changes to drive productivity and quality
- Integrate new operational processes and software; which enhanced workflow efficiency and contributed to the highest net-sales year of the company since 2016
- Manage administrative operations such as payroll, billing, performance tracking/ reviews and accounts receivable to support daily business functions
- Train and coach employees on superior customer service standards which resulted in a google review growth rate of 484% in 1.5 years
Senior Guest Relations Manager
360 Blue
Santa Rosa Beach
08.2019 - 10.2024
- Created & led a luxury sub-collection property management brand with a 500% growth rate since launched
- Developed & oversaw the expansion of the Collection by adding an additional 4 specialists to the team and maintaining a portfolio of 50 homes
- Implemented innovative sales strategies & exemplified superior guest satisfaction, leading to the expansion of the Collection's client retention rate by 352% in a 4-year period and significantly enhancing brand loyalty with an annual net increase in client retention by 30%
- Managed the customer relationship process and achieved a customer satisfaction rating of 96% through personalized attention, service, and feedback analysis for future growth opportunities
- Meticulously analyzed sales data, industry trends, and client feedback and implemented innovative ideas based on those trends to achieve continued client satisfaction and local industry superiority
- Collaborated internally on cross-departmental projects & standards in an effort to advance the growth & success of the brand and hold departments to a high standard with strict requirements daily
- Negotiated, secured, and maintained five new partnerships with local vendors to optimize additional revenue, market presence, and provide enhanced offerings to our clients.
- Resolved escalations of complex issues and handled all guest complaints
Education
Bachelor of Hospitality - Administration & Management
University of Mississippi
Oxford, Mississippi05.2018
Skills
- Critical thinking
- Customer relationship management
- Effective communication
- Problem solving
- Conflict resolution
- Client retention
- Organizational skills
- Time management
- Sales expertise
- Written and verbal communication
Timeline
Director of Administration & Operations
Quality Air
10.2024 - Current
Senior Guest Relations Manager
360 Blue
08.2019 - 10.2024
Bachelor of Hospitality - Administration & Management
University of Mississippi