Kelly Brown
Napa,CA
Summary
Dynamic professional with extensive experience in client engagement, hospitality, and logistics coordination, notably at Platypus Tours. Proven track record in sales strategy development and exceptional customer service, driving significant revenue growth. Adept at utilizing POS systems and Microsoft Office to enhance operational efficiency while fostering strong relationships with clients.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Wine Tour Guide and Driver
Multiple Agencies
Napa, CA
04.2020 - Current
- Provided informative and engaging commentary on historical landmarks, cultural sites, and local attractions during guided tours
- Demonstrated excellent customer service skills by addressing passenger inquiries, resolving issues promptly, and ensuring overall satisfaction
- Provided recommendations on local restaurants, shops, and attractions to enhance the overall tourist experience
- Collaborated with other tour guides/drivers as part of multi-vehicle tours, maintaining clear communication channels throughout the journey
- Cultivated positive relationships with clients through exceptional communication skills, promptly addressing concerns or requests
- Managed logistics for tours including transportation and scheduling.
Spa Concierge
The Estate Yountville
Yountville, CA
11.2023 - 11.2025
- Welcomed guests and provided exceptional customer service at luxury spa facility.
- Managed appointment scheduling using spa management software for client convenience.
- Promoted spa services and packages through effective communication strategies.
Sales Manager and Tour Guide
Platypus Tours
Napa, CA
04.2017 - 03.2020
- Offered informative insights on historical landmarks, cultural sites, and local attractions during guided tours.
- Ensured well-maintained vehicle for optimal passenger experience.
- Coordinated transportation logistics to ensure timely arrivals at destinations.
- Delivered exceptional customer service by addressing passenger concerns effectively.
- Facilitated seamless coordination among tour guides and drivers during multi-vehicle tours.
- Managed client relationships to enhance customer satisfaction and loyalty.
- Coordinated promotional events and partnerships to increase brand visibility.
- Managed daily operations of sales department, including supervision of staff members.
- Established relationships with key clients, while maintaining existing customer base.
Human Resources Assistant
Bain & Company
05.2016 - 11.2016
- Assisted in recruitment processes by scheduling interviews and coordinating candidate communications.
- Maintained employee records using HR management systems for accuracy and compliance.
- Supported onjhkboarding activities by preparing materials and conducting orientation sessions.
Personal Stylist
J.CREW
San Francisco Bay Area, CA
09.2006 - 04.2016
- Drove over 1 million in yearly sales by exceeding role expectations in team leadership.
- Collaborated with CEO and corporate leaders at special lunches to analyze current market dynamics in San Francisco Bay Area.
- Provided one-on-one consultations to develop tailored fashion strategies and looks.
- Delivered exceptional customer service by efficiently multitasking and coordinating team efforts.
- Curated personalized wardrobe selections for diverse client needs and preferences.
Education
Bachelor of Arts - English Studies
ILLINOIS STATE UNIVERSITY
01.2003
Skills
- POS systems
- Microsoft Office Suite
- Google Docs
- Sales expertise
- Wine knowledge
- Logistics management
- Client relationship management
Certification
- Food Handler Certification, Not Provided
- Driver's License, Not Provided
- TIPS, Not Provided
Timeline
Spa Concierge
The Estate Yountville
11.2023 - 11.2025
Wine Tour Guide and Driver
Multiple Agencies
04.2020 - Current
Sales Manager and Tour Guide
Platypus Tours
04.2017 - 03.2020
Human Resources Assistant
Bain & Company
05.2016 - 11.2016
Personal Stylist
J.CREW
09.2006 - 04.2016
Bachelor of Arts - English Studies
ILLINOIS STATE UNIVERSITY