KELLY HILL
North Augusta,SC
Summary
Accomplished Director of Operations in the hospitality industry with a passion for coaching mentoring, and helping others to discover their potential. Demonstrated expertise in revenue management and consultative selling, coupled with exceptional leadership and problem-solving skills. Proven track record in driving sales and operational excellence across hospitality and healthcare sectors.
Overview
14
14
years of professional experience
Work History
Customer Satisfaction Manager
WellnessMart Pre Employment Services
11.2023 - Current
- Successfully Onboard business clients to navigate the company's HIPAA-compliant portal to provide pre-employment services such as custom drug screenings, physicals, and Tuberculous testing.
- Provided technical support and education for customers when needed, answering questions about product features and capabilities.
- Developed and implemented strategies to increase customer satisfaction, retention, revenue and loyalty, as well as sales packages to attract new clients.
- Created monthly reports for senior management summarizing operational performance metrics.
- Investigated customer complaints regarding product quality or service rendered.
- Assisted with the review and reconciliation of payroll data, including timesheets, deductions, and other related information.
Director of Patient Care /Inbound Sales Specialist
Thrivelab Bioidentical Hormone Therapy
01.2021 - 01.2023
- Using a concierge telehealth medical approach with 'one call close' technique, educated prospective patients with evidence-based hormone treatment programs
- Pre-planned sales calls, to include prescreening of medical conditions and maintaining efficient time management skills to ensure maximum Provider/Physician contact and the highest level of customer service
- Daily account management to ensure the highest level of customer service and retention.
- Attended weekly and monthly clinical training, sales forecast meetings
- Ensure all required Agreements, licenses, documentation, payments, and fees, as needed for Attendees to participate in Initial Telehealth Consultations
- Closing ratio of 80% of all inbound leads
Director of Operations/Revenue Manager
Augusta Hospitality Management Baymont Inn and Suites
Augusta, USA
01.2018 - 01.2020
- Company Overview: Wyndham Brand 126 Room Property Limited Service Hotel with Cafe
- Lead 1.5 million dollar renovation from 12/196/2020 to include room renovation and design
- Working with General Manager, generated daily, weekly, and yearly Hotel Budgeting and forecast for all departments
- Managed and coached various team leaders and departments
- In charge of all revenue management and room inventory, to include OTA, Group, SMERF, Corporate, Government business segments
- Created a strategic sales plan to increase revenue
- Directly responsible for meeting telemarketing, cold calling, and site tour goals for entire sales team
- Analyzed daily/weekly/monthly occupancy trends and events to suggest rate changes and Occupancy Sales Goals
- Lead daily and weekly sales meetings to review Comp set reports, forecast sales revenue while creating plans to meet department budgets
- Wyndham Brand 126 Room Property Limited Service Hotel with Cafe
Director of Sales/Revenue Manager
Augusta Hospitality Management
Augusta, USA
01.2011 - 01.2018
- 11 Hotel portfolio to include Wyndham and Choice properties
- Created new marketing materials as well as packages to prospect for business
- Responsible for all revenue management, including OTA, Corporate, SMERF, and Group Business
- Responsible for all RFP response
- Solely responsible for all group blocks, including management of rooming lists and cut off dates
- Responsible for meeting telemarketing and cold calling and site tour goals for entire sales team
- Responsible for hotel representation in all Choice and Wyndham revenue management meetings, as well as Analyzed daily/weekly/monthly occupancy trends to suggest rate changes
Education
Associates - Marketing
Broadcasting Institute of Maryland
Baltimore01.2001
Skills
- High Volume Call Experience
- Customer Service
- Problem-Solving
- Retention
- Consultative Selling
- Revenue Management
- Presentation Skills
- Cold Calling/Prospecting
- Data Analysis
- Medical Terminology
- Clear communication
- Forecasting
- Leadership Abilities
Computer/Technical Skills- Advanced Microsoft Office to include Excel and Powerpoint, Google Docs, DropBox, Slack, Multiple CRM's including Hubspot and Salesforce
Accomplishments
- Thrivelab Bonus/ Sales Award, Surpassed company expected sales closing ratio, closing ratio of 80%. On time appointment average 100%. Recipient of multiple sales Bonus awards.
- Promotion (Augusta Hospitality Management), Promoted from Sales Manager to Director within 16 months. Promoted from Director of Sales to Director of Operations.
- Revenue Increase, Within one year as Director, increased revenue of sales department by 35%, to increase year over year.
Timeline
Customer Satisfaction Manager
WellnessMart Pre Employment Services
11.2023 - Current
Director of Patient Care /Inbound Sales Specialist
Thrivelab Bioidentical Hormone Therapy
01.2021 - 01.2023
Director of Operations/Revenue Manager
Augusta Hospitality Management Baymont Inn and Suites
01.2018 - 01.2020
Director of Sales/Revenue Manager
Augusta Hospitality Management
01.2011 - 01.2018
Associates - Marketing
Broadcasting Institute of Maryland
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