Kelly Hooks
Kinsale,VA
Summary
Highly-motivated employee with strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work effectively unsupervised and rapidly acquire new skills. Demonstrated excellence in customer service, multitasking, and time management. Committed to providing every customer with a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Trust and Safety Advisor
Evolve Vacation Rental
Denver , CO
2023.12 - Current
- Oversaw ongoing escalations and assessed progression towards resolution.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Facilitated seamless communication between internal departments for prompt resolution of escalated cases.
- Delivering superior service and effectively managing multiple customer accounts simultaneously.
- Utilized various software programs such as Salesforce, Gladly, to track escalations and document resolutions.
- Assisted in training new escalation specialists on procedures and processes (New Hire Buddy Program)
- Demonstrated strong problem-solving skills by effectively resolving complex issues in collaboration with owners, guests, partners and distribution sites
Guest Experience & Booking Management Advisor
Evolve Vacation Rental
Denver , CO
2022.09 - 2023.12
- Recorded and stored customer interactions, transactions, and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Handled customer queries through various channels,
- including answering calls, chats and emails.
- Maintained a calm and friendly demeanor while resolving challenging customer concerns.
- Guided customers with relevant billing information, executed prompt payments reception and furnished support in configuring payment options.
- Enforced customer service standards and resolved customer problems to uphold quality service.
Front Desk Manager
Equity Lifestyle Properties
Colonial Beach , VA
2022.03 - 2022.09
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Performed concierge services for guests as needed.
- Created daily reports that included guest counts, accounting expenses and income, and property usage.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Directed front desk operations with focus on property reputation, staff productivity and operational efficiency.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Developed lasting relationships with guests that built loyalty and drove property revenue.
Event Coordinator
GCA Sports Complex
Chesterfield , VA
2019.10 - 2022.03
- Developed event themes and concepts to ensure successful execution of events.
- Organized vendor contracts, negotiated fees, and ensured compliance with all regulations.
- Monitored budgeting process for each event to ensure cost efficiency.
- Created detailed reports outlining event planning progress, timelines, budgets, and other relevant information.
- Managed logistics related to transportation, catering, entertainment, decorations for events.
- Provided on-site support during the day of the event including problem solving if necessary.
- Conducted post-event evaluations to measure success of each program against objectives set forth by clients.
- Developed promotional materials such as flyers, brochures or posters for marketing purposes prior to each event.
- Oversaw event logistics, venue scheduling and accommodations.
- Led site walk-through and meetings prior to event to go over checklists and delegate assignments to staff.
- Hired, trained and supervised volunteers and support staff required for events.
- Produced contracts and invoices for events and monitored fee collection.
- Recruited sponsors for events and planned scope of involvement, financial tie-ins and promotional aspects for mutual benefit.
Office Manager
World Class Remodelers, Inc.
Spotsylvania , VA
2016.05 - 2019.10
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Supervised staff members, organized schedules and delegated tasks.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Provided administrative support to management team including preparing reports and presentations.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Organized company events including holiday parties, team building activities .
- Handled scheduling and managed timely and effective allocation of resources and calendars.
Education
Bachelor of Arts - Communications And English
University of Richmond
Richmond, VA05.2004
Study Abroad Program - Communications
University of London
London, EnglandSkills
- Excellent Communication Skills
- Customer Relationship Management
- Problem Resolution
- Customer Service
- Time Management
- Sales Experience
- Verbal and Written Communication
- Quality Assurance
- Hospitality Services
- Reservations Management
- Guest Amenities
- Administrative Support
- Complex Problem Solving
- Confirmations and Cancellations
- Reservations
- Event Coordination
- Word Processing
- Coaching and Mentoring
- Staff Training
- Relationship Building
- Meeting planning
- Travel Coordination
- Conflict Management
Accomplishments
- Appointed the Cultural Ambassador for Evolve by Greg Davis. Where we will be fostering a new and improved Evolve culture with Evolve leadership and our fellow Evolvers
- Initiated the "Evolve Uncut" project with Greg Davis. "Where (mostly) anything goes" We will poll the people of Evolve for their burning questions and select those to be presented to Greg. Greg will provide his uncensored answers.
- Selected for shadow training and group training opportunities by our Evolve Learning and Education team for several new hire classes
- Selected for the new hire buddy program for incoming Trust and Safety Advisors at Evolve
- Chosen for multiple test groups for new products and incoming support changes at Evolve
- Maintains the highest level of customer service excellence, distinctive, for the duration of my employment at Evolve
- Was recognized company wide by our CEO, Brian Egan, for the support and complex problem solving demonstrated when assisting a guest and Evolve owner
- Exceeds the expected goals, remaining in the top 5 performers at Evolve for the entirety of my employment
- Invited to speak at a company wide virtual event at Evolve
- Utilized my calls for training purposes for incoming Evolvers
- Awarded employee of the month for several consecutive months at Equity Lifestyle Solutions
- Awarded property of the month nationwide at Equity Lifestyle Solutions in July 2022
Affiliations
- Extensive traveler - We have visited 43 of the 50 states in our RV
- Avid baker and home chef
- Mother, wife, and dog mom to Doodles
- Kayaking, hiking, and exploring make my spirit soar
- High school and travel volleyball coach for 20+ years
Notable Customer Reviews
- "Kelly listens and definitely understands how to handle a disgruntled consumer. She is what I call an asset I have over 40 years managing, training and providing quality assessments for client engagements ..KPI's you name it. Yep I would hire her after the way she managed me...seasoned individual...I can be rough since CS environments are my happy landing"
- " Kelly was resolute in ensuring that we were relocated to a property that perfectly aligned with our last-minute requirements. I extend my heartfelt gratitude to you for guaranteeing that our family embarks on a memorable and enjoyable trip. Kelly truly demonstrated exceptional dedication in serving us, going above and beyond our expectations."
- " Kelly responded immediately and completely resolved the issue. Just made my life so easy. I wish every company had employees like Kelly. You’ve got a winner "
- " She had a “I’ve got this!” attitude to handling my request. How about all three rewards? Attach a “thank you” to the “large reward”, and present both over a cup of coffee!"
- " I had so many questions 😲 Kelly answered all of them! Super helpful, super understanding, on a personal level. I never knew that Evolve existed, until this booking that I made through VRBO. Wow! Now I'm excited to learn more about Evolve! 👍
- " Due to wildfires in the area we had to cancel our reservation the day before arrival. Kelly contacted our third party rental agency and the owner of the property and secured a full refund. She found a solution to a very stressful situation with professionalism and courtesy."
References
- Heather Greger, Manager | hgreger@evolvevacationrental.com | 720.339.6524
- Cesar Avila, Team Lead & Co-worker | cavila@eveolvevacationrental.com | 859.321.2716
- April Preisendorfer, Trainer | apreisendorfer@evolvevacationrental.com | 480.276.2009
- Cael Zaslav, Manager | czaslav@evolvevacationrental.com | 720.431.4102
- Tom Harris, Membership Manager | Equity Lifestyle Solutions | Harristx3@gmail.com | 469.875.7826
Timeline
Trust and Safety Advisor
Evolve Vacation Rental
2023.12 - Current
Guest Experience & Booking Management Advisor
Evolve Vacation Rental
2022.09 - 2023.12
Front Desk Manager
Equity Lifestyle Properties
2022.03 - 2022.09
Event Coordinator
GCA Sports Complex
2019.10 - 2022.03
Office Manager
World Class Remodelers, Inc.
2016.05 - 2019.10
Bachelor of Arts - Communications And English
University of Richmond
Study Abroad Program - Communications
University of London
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