Kelley Gibbs Lee
Summary
Dynamic and motivated professional tour director and guide, with a proven record of generating and building relationships, managing projects from concept to completion, customer service, research planning, strong travel knowledge of both domestic and international experience, designing educational strategies, and providing the best quality client service with high satisfaction outcomes. Skilled in building cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges. Adaptable and transformational leader with an ability to work independently, creating effective presentations, and developing opportunities that further establish organizational goals.
Overview
30
30
years of professional experience
Work History
Tour Director
Premier Alaska Tours, Inc
04.2024 - 09.2024
- Provided the highest quality Alaska land tours for cruise lines, major tour operators, and tour wholesalers worldwide.
- Responsible nature, reliability, love of research, dedication to all tasks, attention to details.
- Effective and efficient communication, work creatively with resources and adaptable to circumstances and people. Sales of excursions and working with vendors.
- Passengers appreciate my friendliness, love of sharing, infectious enthusiasm, and broad knowledge. Strong reviews and top ratings from guests.
- High commitment to customizing, making sure individuals matter and that guests know their value. Excellent sense of direction. 19 adult/child tours
Customer Experience Specialist
Delta Air Lines, Inc
07.2022 - 04.2024
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
President
NaloArk Inc, S-Corp
06.2015 - 01.2022
- Achieved under-budget and on-time project management to adhere to project goals.
- Maintained Customer service coordinating with account management and external financial representatives
Director, Child Life Services
Tripler Army Medical Center
10.2000 - 09.2007
- Administrator and program creator of Child Life Therapy programming for TAMC
- Designed, organized, and implemented activities through assessment of child's individual needs, encouraged healthy growth and development.
- Insured orientation, interpretation of program to hospital staff through inservice teaching.
- Member of healthcare team, providing expertise, coordination planning care and safety of pediatric patients, families to provide continuity of care.
- Designed program to provide training experience, students, and practicum.
- Supervised and train ward personnel, volunteers, students and specialties such as orthopedics and served as consultant to outside military medical centers. Providing quality of care customer service.
- Pediatric liaison to: Red Cross, non-profit organizations that volunteer medical expertise to children internationally, military spouses organizations.
- Worked with US Army Corp of Engineers, facilitating and part of team providing quality and safe renovations of pediatric spaces throughout hospital system.
- Knowledge of unique cultural differences for indigenous peoples from Pacific island nations
- Provided cost benefit analysis of research for upcoming pediatric programs.
- Point of contact for specific environmental, safety, infection control, preventative medical issues to environmental quality of care.
- Served as a consultant and educator to outside military medical centers.
- Worked continually with JCAHO (Joint Commission Accreditation of Healthcare Organization) team, helping improve the safety and health care of pediatric patients and their families, with continued safety measures and high quality performance and care throughout the hospital settings.
Home/Hospital Tutor
Department Of Special Education
09.1999 - 10.2000
- Assisted medically ill students with special needs, with their schoolwork both at home/hospital
- Implemented new educational techniques to boost student comprehension while reducing learning time.
- Served as member of the educational team, providing updates and academic progress
Substitute Teacher, K-12
Substitute Personnel Services
08.1999 - 06.2000
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Worked throughout Hawaii Private School systems, took over class for regular classroom teacher short and long term, managing assignments, and student needs
Administrative Assistant
Port Washington School District
10.1998 - 06.1999
- Worked directly for the Superintendent of Schools
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Edited documents to improve accuracy of language, flow and readability.
- Monitored office calendars to plan meetings, activities and travel to maximize productivity.
Substitute Teacher/Special Education Teacher
Port Washington School District
10.1998 - 06.1999
- Modified general education curriculum for special-needs students using various instructional techniques and technologies.
- Delivered effective and differentiated classroom instruction to range of neurodiverse students.
- Partnered with standard education teachers from across academic departments.
Child Life Specialist
Kapi'olani Medical Center For Women And Children
06.1995 - 06.1997
- Provided child life programming, coordination, consulting, and resources for pediatric surgical unit, pediatric ICU, hem/oncology unit, pediatric outpatient unit, and ER.
- Prepared and facilitated pre-surgical and hospital orientations for children and adolescents, assessing coping skills, and providing education.
- Involved as member of interdisciplinary team meetings, providing patient assessment and planning and continuation of care.
- Worked continually with JCAHO (Joint Commission Accreditation of Healthcare Organizations), helping improve the safety and health care of pediatric patients and their families, with continued safety measures and high quality performance and care throughout the hospital settings.
Substitute Teacher, K-12
Hillsborough County School District
01.1995 - 06.1995
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
Education
Master of Science - Child Development
Florida State University
Tallahassee, FL05.1995
Bachelor of Science - Marriage, Family, And Human Sciences
Florida State University
Tallahassee, FL05.1992
Skills
- Administrative Leadership
- Operations Management
- Project Management
- Critical Thinking
- Quality Customer Service
- Guest Satisfaction
- Logistics and Organization
- Safety Management
- Research and Training
- Certified Tour Director -Trip School
Accomplishments
- Tripler Army Medical Center Command-Patient Champion of the Year
Issued by the Army General- March 2003
Highest Award to a civilian position with the Department of Defense for Tripler Army Medical Center. Award in honor of the over and beyond exemplary work shown by any civilian position in the hospital for the year.
- Department of Nursing Award for Excellence
Issued by the Department Head of Nursing- July 2002
Award given to the Department of Defense employee that showed the highest excellence of duty for the year from the Department of Nursing.
Timeline
Tour Director
Premier Alaska Tours, Inc
04.2024 - 09.2024
Customer Experience Specialist
Delta Air Lines, Inc
07.2022 - 04.2024
President
NaloArk Inc, S-Corp
06.2015 - 01.2022
Director, Child Life Services
Tripler Army Medical Center
10.2000 - 09.2007
Home/Hospital Tutor
Department Of Special Education
09.1999 - 10.2000
Substitute Teacher, K-12
Substitute Personnel Services
08.1999 - 06.2000
Administrative Assistant
Port Washington School District
10.1998 - 06.1999
Substitute Teacher/Special Education Teacher
Port Washington School District
10.1998 - 06.1999
Child Life Specialist
Kapi'olani Medical Center For Women And Children
06.1995 - 06.1997
Substitute Teacher, K-12
Hillsborough County School District
01.1995 - 06.1995
Master of Science - Child Development
Florida State University
Bachelor of Science - Marriage, Family, And Human Sciences
Florida State University
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