Kelly Ehlers
Eagle Mountain,United States
Summary
I've worked in the e-Commerce landscape since from 2007-2021. I've learned and developed best in class customer service skills, leadership, coaching, mentoring, and metric driven persistence. As the Director of Operations for a start-up construction company over the last 3 years from 2021-2024, I've optimized client experience and talent retention through data analysis and process improvement. With a robust background in customer support, analytics and leadership roles, I am eager to contribute to my next home.
Overview
17
17
years of professional experience
Work History
Director of Operations
PANDEN Construction LLC
03.2021 - Current
- Create, implement and manage company processes to streamline, organize, and solve for customer pain points
- Design the framework around our knowledgebase, and update it with new process to over-come / mitigate work-stoppage
- Conduct regular one-on-ones with direct reports for performance review, goal setting, and to check up on project status, and employee engagement/ sentiment
- Executive meetings thoughtfully discussing, strategic planning, and implementing fixes to improve process, and improve efficiency
- Review job status, schedules, budgets, and communicate actions needed to keep things on track and running smoothly
- Create, and deploy customer review process to obtain monthly sentiments after and during the project so we can drive a great experience, or pivot to correct any mishaps
- Prepare and lead weekly project management meetings and monthly company meetings for all personnel in order to provide updates, gather feedback, and train on new processes/procedures
- Point of contact for highly escalated customers to resolve concerns that keep both the customer and the company in mind
- Focus on progressive relationships with subcontractors, and suppliers
- Listen to feedback and work to provide a better experience for all stakeholders.
eBay Advertising Growth Advisor
eBay
03.2021 - 09.2021
- Partner with strategic sellers to assist them in the growth of their business on the eBay platform
- Work through campaigns proposed by the executive ads team to identify and grow the businesses of the eBay selling community.
Social Media Specialist
eBay
09.2015 - 03.2021
- Delivered excellent customer experiences and business development through Twitter, Facebook, and emerging Social Media channels for both the eBay community / big business
- Process analysis / Insights for improvements to our product(s)
- Process improvement through providing use cases and multiple examples of customer sentiment / need
- One of two Mobile PoC's for tech issues / app concerns
- Compile customer sentiment, volume, and provide readouts on this data to team and executive leaders
- Communicate / craft PR friendly posts in order to demonstrate a spirited / real brand voice and to build trust in the eBay brand.
Senior Customer Service Representative
04.2010 - 09.2015
- Has consistently coached, mentored, trained, and shared best practices with fellow teammates, new hires, and leaders; summarizes findings and forwards them to supervisor
- Acts as Subject Matter Expert
- Regularly meets and exceeds all metric categories
- Maintains great tone with customers and helps them feel valued.
Top Seller Account Management
05.2009 - 04.2010
- Developed strong attention to detail through proactive analysis of seller accounts and presented business practice ideas to grow their business
- Managed and addressed concerns for a Book of Business of 120+ accounts
- Conducted 'Deep Dive' campaigns with members to search out and eliminate inefficiencies with their current business practices.
Powesellers & Stores / eBay Seller Strategies / eBay Seller Onramp
06.2007 - 04.2009
- Surpassed all key metric measurements for Phones, Chats, and E-mails
- Maintained a portfolio of at least 45 active accounts per month
- Delivered training sessions to clients on how to market items effectively on our applications
- Held business development calls to members of the eBay selling community
- Prepared training content for Communication Best Practices
- Scheduled appointments to develop and deliver Best Practices, Product Awareness / Income Potential
- Coached Top Sellers with Business Development Strategies.
Education
High School Diploma -
West Jordan High School
West Jordan, UT06.2005
Skills
- User Stories
- Workable Solutions
- Problem Solving
- Operations Oversight
- Operational Efficiency
- Strategic Planning
- Strategic planning and execution
- Process Improvement
- Quality Assurance
- Performance Analysis
- Decision-Making
- Data Analysis
Websites
Accomplishments
Led a start-up construction company from 1 million in revenue through explosive growth to 5 million in the second year and maintained the 3rd year with 5 million while focusing on infrastructure.
Alumni of the Insane Productivity & Ludicrous Leadership program by Darren Hardy
Music Production, Guitar Teacher
Taught 40 students a week for 5 years, produced tracks for them to play with during recitals, and mentored many folks into campfire guitarist, or confident song-writers.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Director of Operations
PANDEN Construction LLC
03.2021 - Current
eBay Advertising Growth Advisor
eBay
03.2021 - 09.2021
Social Media Specialist
eBay
09.2015 - 03.2021
Senior Customer Service Representative
04.2010 - 09.2015
Top Seller Account Management
05.2009 - 04.2010
Powesellers & Stores / eBay Seller Strategies / eBay Seller Onramp
06.2007 - 04.2009
High School Diploma -
West Jordan High School
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