Kelly Crowder
McCaysville
Summary
Versatile professional skilled in customer service, HR policies, and financial operations, dedicated to improving organizational processes. Proven ability to maintain compliance while fostering a collaborative workplace culture that enhances employee performance and satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Vacasa Vacation Rentals
06.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls, achieving satisfactory resolutions that benefited both customers and the company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations, resolved disputes while maintaining professionalism and customer satisfaction.
- Responded to customer requests for services and company information, ensuring clarity and timely assistance.
- Collaborated with team members to develop best practices for consistent customer service delivery.
National Onboarding Manager
Vacation Home Collection
12.2021 - 05.2024
- Streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new hires.
- Enhanced new hire experience with personalized orientation sessions and mentorship opportunities.
- Evaluated the effectiveness of current onboarding strategies by conducting regular surveys with employees who recently completed the program.
- Cultivated relationships with hiring managers across departments to facilitate seamless transitions for new employees into teams.
- Maintained accurate records of employee data and documentation throughout the onboarding process, adhering to company policies and legal requirements.
- Collaborated with HR to develop targeted recruitment strategies, resulting in a higher quality talent pool.
- Assessed industry trends and best practices for onboarding to maintain organizational leadership in employee engagement.
Owner Relations Manager
Vacasa
06.2016 - 11.2021
- Directed daily business operations to align with strategic goals.
- Supervised daily operations, ensuring team members completed tasks accurately and efficiently.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Coached and empowered employees to enhance performance in daily business functions.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
Accounting and HR Manager
Mountain Laurel Cabins rentals
02.2010 - 06.2016
- Managed payroll and benefits for employees across locations, minimizing financial discrepancies through effective program oversight.
- Managed complex benefits administration, ensuring accurate enrollment and timely processing of claims.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained accurate HR records in compliance with laws to ensure efficient data retrieval.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
- Organized and led staff orientation programs and training to promote collaboration.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Organized special events and incentive programs to motivate employees and provide constructive feedback.
- Used technologically relevant digital systems to manage payroll and benefits programs.
Education
Accounting degree -
Chattahoochee Technical College
Jasper, GA06-2014
Skills
- Customer service excellence
- Administrative support
- Microsoft Office Suite
- Software proficiency
- Cloud storage
- Payroll processing
- HR policies
- Compensation management
- Onboarding processes
- Accounting and QuickBooks
Professional References
- Anne Ellis, Previous Director at Vacation Home Collection, (281) 701-9748
- Stefan Hollands, Previous Director, (832) 509-7318
- Lori Willey, Previous co worker, (401) 726-8973
Certification
- Certified Office Accounting Specialist
- Certified Computerized Accounting Specialist
- Certified Payroll Accounting Specialist
Timeline
Customer Service Representative
Vacasa Vacation Rentals
06.2024 - Current
National Onboarding Manager
Vacation Home Collection
12.2021 - 05.2024
Owner Relations Manager
Vacasa
06.2016 - 11.2021
Accounting and HR Manager
Mountain Laurel Cabins rentals
02.2010 - 06.2016
Accounting degree -
Chattahoochee Technical College