Summary
Overview
Work History
Education
Top Skills
Technical Skills
Timeline
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Kelli Clark

Edinburg,Illinois

Summary

Results-driven professional with a solid foundation in customer service, sales, and operational excellence, seeking a dynamic role as a Franchise Renewal Specialist. Proven track record of fostering strong client relationships, exceeding sales goals, and optimizing operational processes. Adept at navigating complex payment plans, negotiating agreements, and ensuring seamless collaboration across departments. Eager to leverage a diverse skill set to drive franchise renewal success and contribute to the growth of Self Esteem Brands.

Overview

10
10
years of professional experience

Work History

Operations Manager

SmileDirectClub
Concord, North Carolina
05.2021 - 12.2023
  • Served as a point of contact building strong relationships with 120 US and Canada locations through various communication channels, addressing objections, and operational support successfully.
  • Facilitated complex conversations with staff to resolve customer and location concerns, resulting in a 13% improvement in customer satisfaction.
  • Developed data-driven Standard Operating Procedures (SOP's) for continuous improvement initiatives including an Intraoral Scan Training Webinar resulting in a 30% decrease in customer rescans.
  • Led the facilitation of live onboarding training and crafted Learning Management System Courses for field staff and leaders, yielding a 4.95 star rating on the team members' learning proficiency.
  • Responsible for analyzing reports encompassing labor, operational activities, and department metrics, translating the data into a visual presentation for stake holders to initiate necessary actions.

Area Manager in Training

SmileDirectClub
Charlotte, North Carolina
01.2018 - 05.2021
  • Conducted training sessions for new locations in the region during grand openings, enhancing both sales performance and operational excellence. This initiative led to new locations achieving company results four weeks ahead of the average timeline.
  • Consistently addressed business and customer needs at a high-volume location, serving an average of 120 customers weekly. Accomplished this by effectively organizing schedules, managing inventory, and providing appropriate training to meet anticipated demands.
  • Achieved a conversion rate of 78% for clients opting to purchase clear aligners, surpassing company goal by 8%.

Store Manager

Rue21
Rock Hill, South Carolina
06.2013 - 01.2018
  • Maintained high store standards in merchandising, security and visual presentation leading to an 8% reduction in loss prevention, surpassing the company's target of 1.75%.
  • Surpassed company targets at a high-volume location by consistently training an average of 25 employees to actively listen and provide quality support to customers.
  • Delivered training and visual support for district locations and the launch of new shops, ensuring a consistent and positive customer experience.

Education

Top Skills

Customer Service, Data Analysis Reporting, Quality Assurance and Compliance, Process Improvement, Team Collaboration, Strategic Planning, Business Acumen, Negotiation, Communication, Analytical Skills, Problem Solving Abilities, Sales, Attention to Detail, Adaptability

Technical Skills

Adobe Creative Cloud, Django, Learning Management Systems (LMS), Looker,  Microsoft 365, Microsoft Office Suite ( Proficient in Excel, PowerPoint, and Word), Microsoft Teams, Monday.com, UltiPro UKG, Zoom

Timeline

Operations Manager

SmileDirectClub
05.2021 - 12.2023

Area Manager in Training

SmileDirectClub
01.2018 - 05.2021

Store Manager

Rue21
06.2013 - 01.2018

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Kelli Clark