KELLY FLORES
Atlanta,GA
Summary
Customer Success and Operations leader with 10+ years supporting mid-market and enterprise clients across financial services, operations, and global logistics. Proven ability to manage complex customer portfolios, lead onboarding and product adoption, and drive measurable improvements in satisfaction, retention, and operational efficiency. Recognized for strong cross-functional collaboration, data-driven decision-making, and the ability to navigate ambiguity while delivering high-impact customer outcomes. Fluent in English and Spanish.
Overview
9
9
years of professional experience
Work History
COMPLIANCE AUDITOR - MONEY SERVICES BUSINESS (MSB)
Ria Financial (via Walmart)
Atlanta, GA
04.2024 - Current
- - Serve as a trusted advisor to 250+ Walmart locations, ensuring compliance and strengthening customer experience across high-volume financial operations.
- - Deliver bilingual onboarding and training to 700+ associates annually, improving product understanding and operational readiness.
- - Conduct advanced transaction analysis to identify fraud patterns and resolve complex customer-impacting issues.
- - Streamline audit workflows, reducing review time by 25% and improving accuracy and reporting quality.
- - Maintain comprehensive documentation to support leadership visibility, regulatory readiness, and cross-functional alignment.
SENIOR INTERNATIONAL SHIPPING & BUSINESS DEVELOPMENT MANAGER - LATAM
Garson & Shaw
Atlanta, GA
04.2022 - 03.2024
- - Managed a portfolio of 30+ high-value B2B clients across Central America, generating $3.2M in new revenue and increasing long-term retention.
- - Led customer onboarding, product training, and ongoing engagement to ensure full adoption of logistics and inventory solutions.
- - Built KPI dashboards to monitor customer performance, service quality, and revenue trends, enabling proactive account management.
- - Partnered with operations, compliance, and warehouse teams to resolve customer issues and enhance service delivery.
- - Conducted on-site assessments and provided strategic recommendations to improve client outcomes.
ADMINISTRATIVE MANAGER - A-CLASS COMMERCIAL BUILDINGS
Cousins Properties
Buckhead, GA
03.2021 - 03.2022
- - Managed relationships with 70+ commercial tenants, ensuring timely support, issue resolution, and high satisfaction.
- - Guided new tenants through onboarding, billing setup, compliance requirements, and operational processes.
- - Streamlined vendor and tenant workflows using Yardi Elevate, reducing processing time by 30%.
- - Maintained accurate financial and operational documentation to support audits and leadership reporting.
CUSTOMER SUCCESS AGENT - ESCALATIONS
Chime Bank (via Teleperformance)
Remote
01.2020 - 02.2021
- - Served as a primary escalation point for complex customer issues, delivering clear, empathetic, and compliant resolutions.
- - Utilized Salesforce CRM to manage cases, document interactions, and track customer outcomes.
- - Identified recurring friction points and recommended policy improvements that enhanced service consistency.
- - Collaborated with fraud, billing, and support teams to accelerate resolution timelines and improve customer satisfaction.
- - Mentored new hires on best practices, improving team performance and onboarding efficiency.
GLOBAL OPERATIONS MANAGER - CASINO DEPARTMENT
Royal Caribbean Group
Remote
08.2017 - 12.2019
- - Managed global customer operations and sales across North America, LATAM, and the Philippines, supporting 100+ agents.
- - Developed CRM and operational frameworks that improved customer engagement, pipeline velocity, and repeat business.
- - Optimized cross-market processes to enhance customer satisfaction and operational efficiency.
Education
BS - International Business
Arkansas State University
MBA - Corporate Finance
Universidad de La Rioja
12.2025
Skills
- Customer Success Management
- Enterprise Account Management
- Onboarding & Product Adoption
- Financial Systems & Compliance (AML/KYC/MSB)
- CRM/ERP (Salesforce, Sugar, Yardi, Netsuite, PowerBi, FX Client)
- Data Analysis & KPI Reporting
- Project Management & Cross-Functional Leadership
- Issue Resolution & Root-Cause Analysis
- Customer Engagement & Retention Strategy
- Executive-Level Communication
- Software knowledge
Languages
English & Spanish (Native)
German (Novice)
Timeline
COMPLIANCE AUDITOR - MONEY SERVICES BUSINESS (MSB)
Ria Financial (via Walmart)
04.2024 - Current
SENIOR INTERNATIONAL SHIPPING & BUSINESS DEVELOPMENT MANAGER - LATAM
Garson & Shaw
04.2022 - 03.2024
ADMINISTRATIVE MANAGER - A-CLASS COMMERCIAL BUILDINGS
Cousins Properties
03.2021 - 03.2022
CUSTOMER SUCCESS AGENT - ESCALATIONS
Chime Bank (via Teleperformance)
01.2020 - 02.2021
GLOBAL OPERATIONS MANAGER - CASINO DEPARTMENT
Royal Caribbean Group
08.2017 - 12.2019
MBA - Corporate Finance
Universidad de La Rioja
BS - International Business
Arkansas State University