Kelley Foss
Kimball,MN
Summary
Results-driven operations and people leader with over 10 years of experience in salon and beauty industry management, supported by a licensed cosmetology background and a genuine passion for the beauty industry. Proven success leading and developing teams, driving customer-focused performance, and supporting business growth across multi-location environments. Highly skilled in coaching managers and associates, improving operational consistency, and delivering exceptional customer experiences. Recognized for a people-first leadership style, strong communication skills, and the ability to align company goals with day-to-day execution in fast-paced retail and salon settings.
Overview
18
18
years of professional experience
Work History
Key Account Manager
The Malco Group
07.2024 - Current
- Managed 30+ key client relationships, ensuring satisfaction and retention through effective communication and support.
- Developed account strategies to identify growth opportunities within existing accounts, enhancing revenue potential.
- Collaborated with cross-functional teams to deliver tailored solutions that addressed client needs and expectations.
- Analyzed market trends and client feedback to refine service offerings, driving continuous improvement in account management.
- Strengthened client relationships through regular communication and effective problem solving.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
Customer Service Manager
Malco Tools Inc
11.2020 - 07.2024
- Led customer service team in resolving complex inquiries and enhancing client satisfaction.
- Implemented training programs to improve staff performance and service quality.
- Developed strategies to streamline communication between departments, increasing efficiency.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Mentored new employees, fostering a positive learning environment and knowledge sharing.
- Coordinated with sales teams to address customer needs and drive retention initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Customer Service Representative
Malco Tools Inc
03.2020 - 11.2020
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed product returns and exchanges, ensuring compliance with company policies.
- Developed FAQs and troubleshooting guides to streamline support processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Salon Coordinator
Avalon Salon
08.2008 - 03.2020
- Coordinated daily salon operations, ensuring seamless appointment scheduling and client service management.
- Managed inventory levels, optimizing product availability and reducing waste through effective stock control.
- Implemented new software systems for appointment booking, enhancing user experience and operational efficiency.
- Trained junior staff on customer service protocols, fostering a positive environment and improving team performance.
- Developed marketing materials to promote services, increasing client engagement and brand visibility within the community.
- Scheduled appointments by phone, email and in person and recommended additional services.
- Resolved client concerns professionally and promptly, fostering positive relationships and repeat business.
- Developed strong relationships with product suppliers in order to negotiate favorable pricing for salon supplies.
- Handled employee scheduling and coverage needs during business hours.
Education
Cosmetology License -
The Salon Professional Academy
Saint Cloud, MN07.2008
Skills
- Client relationship building
- Professionalism and ethics
- Staff training and development
- Budgeting and financial management
- Product knowledge expertise
- Brand representation
- Positive attitude
- Problem-solving
- Time management
- Attention to detail
- Organizational skills
- Team leadership
Keymer Award
Awarded the Keymer Award for collaboration and community engagement for fostering a “One Company” culture and living the company’s core values: respect others, engineer solutions, and achieve results. Served as Engagement Committee lead, organizing internal and external events to strengthen associate engagement and community involvement.
Timeline
Key Account Manager
The Malco Group
07.2024 - Current
Customer Service Manager
Malco Tools Inc
11.2020 - 07.2024
Customer Service Representative
Malco Tools Inc
03.2020 - 11.2020
Salon Coordinator
Avalon Salon
08.2008 - 03.2020
Cosmetology License -
The Salon Professional Academy