Kelia Wilson
Braddock,PA
Summary
Accomplished Director of Operations at Wilson’s Nite Out, adept in workforce management and problem-solving, significantly enhanced operational efficiency and customer loyalty. Achieved notable improvements in service delivery and team productivity. Demonstrates exceptional leadership and customer service skills, fostering inclusive and high-performing teams.
Overview
10
10
years of professional experience
Work History
Contact Center Specialist
UPMC
10.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Streamlined contact center operations for increased efficiency through process improvements and automation.
Team Leader
GetGo Gas Station
06.2022 - 11.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Director of Operations
Wilson’s Nite Out
08.2019 - 11.2023
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
Patient Transporter
Allegheny Health Network
06.2014 - 02.2023
- Warmly greeted patients and visitors and made each feel welcome.
- Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout the team.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
Education
Bachelor Of Applied Science - Criminal Justice
Point Park University
Pittsburgh, PA04.2020
Skills
- Workforce Management
- Social Media Support
- Script adherence
- Customer Service
- Problem-solving skills
Timeline
Contact Center Specialist
UPMC
10.2022 - Current
Team Leader
GetGo Gas Station
06.2022 - 11.2023
Director of Operations
Wilson’s Nite Out
08.2019 - 11.2023
Patient Transporter
Allegheny Health Network
06.2014 - 02.2023
Bachelor Of Applied Science - Criminal Justice
Point Park University
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