Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Howard

Hempstead,TX

Summary

Driven leader with extensive experience across diverse roles, notably as Overnight Shift Manager at Walmart, where I spearheaded team agility enhancements and business growth initiatives. Expert in staff development and customer relationship management, achieving significant improvements in customer satisfaction and operational efficiency. Skilled in strategic planning and conflict resolution, I excel in fostering team productivity and business success. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Results-oriented business leader with more than 7 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience

Work History

Personal Vacation Planner

Carnival Cruise Lines
08.2024 - 05.2025
  • Improved upselling opportunities by identifying add-on services that aligned with client preferences and budgets.
  • Streamlined the booking process to ensure a hassle-free experience for customers.
  • Expanded client base through proactive networking and targeted marketing efforts.
  • .Maintained accurate records of client information, bookings, payment details, and correspondence within CRM system.
  • Boosted client retention rates by providing exceptional support and follow-up communication.
  • Provided exemplary customer service during high-pressure situations, resolving issues efficiently while maintaining professional demeanor at all times.
  • Fostered strong relationships with clients by maintaining open lines of communication throughout the planning process.
  • Stayed up-to-date on industry trends, enabling informed recommendations for unique travel experiences.
  • Developed comprehensive knowledge of various destinations, allowing for expert guidance in selecting appropriate options for clients'' needs.

Overnight Shift Manager

Walmart
02.2017 - 06.2024
  • Cross-trained existing employees to maximize team agility and performance.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Troubleshot equipment to reduce service calls and downtime.
  • Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Managed staff hiring, training and supervision.

State Inspector

Coleman Tire & Auto
01.2012 - 02.2017
  • Followed standard operating procedures for inspections and tests.
  • Recorded inspection and test results on data sheets.
  • Examined products for imperfections and defects.
  • Investigated customer complaints to take necessary corrective actions.
  • Repaired faults, reassembled products, and completed additional tests.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Solved customer challenges by offering relevant products and services.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Built relationships with customers to encourage repeat business.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.

Lead Teacher

Children's Choice Daycare
10.2010 - 10.2011
  • Increased student involvement in program offerings through strategic redesign of program processes and methods.
  • Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
  • Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
  • Planned and implemented different daily activities to enhance overall development and growth of every student.
  • Observed and recorded teacher methods to suggest improvements and increase student interest.
  • Organized rooms in line with current educational thinking to maximize educational opportunities for students.
  • Conferred with parents about student progress to boost family involvement and enhance student support.

Inside Sales Representative, Customer Service

Conn's Corporate Office
09.2007 - 05.2008
  • Managed friendly and professional customer interactions.
  • Answered customers' questions regarding products, prices, and availability.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Utilized data and analytics to identify target markets and understand customer needs.
  • Developed strategic relationships with existing customers by learning preferences and managing regular communications.
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
  • Set up new accounts, established customer credit and set up payment methods.
  • Developed, maintained and utilized diverse client base.
  • Met existing customers to review current services and expand sales opportunities.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

Jc Penny
08.2006 - 03.2007
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Computed total costs and profit requirements for customer sales to provide accurate pricing.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Presented professional image consistent with company's brand values.
  • Contributed to team objectives in fast-paced environment.
  • Set and achieved company defined sales goals.
  • Met existing customers to review current services and expand sales opportunities.
  • Informed customers of promotions to increase sales productivity and volume.
  • Achieved or exceeded company-defined sales quotas.

Education

Associate of Applied Science - Nursing

LoneStar College CyFair
Cypress, TX

Trade Diploma - Medical Assisting

MedVance Institute
Houston, TX
01.2010

High School Diploma -

Hempstead High School
Hempstead, TX
05.2006

Skills

  • Innovation and Creativity
  • Industry Expertise
  • Staff Training and Development
  • Policy Enforcement
  • Sales and Marketing
  • Workplace Safety
  • Employee Motivation
  • Business Development
  • Marketing
  • Performance Management
  • Business Administration
  • Staff Development
  • Policy Implementation
  • Customer Relationship Management (CRM)
  • Performance Evaluations
  • Business Planning
  • Expectation setting
  • Verbal and written communication
  • Team Leadership
  • Complex Problem-Solving
  • Sales management
  • Time Management
  • Staff Management
  • Sales Techniques
  • Call Management
  • Complaint resolution
  • Data Entry
  • Product Knowledge
  • Appointment Scheduling
  • Active Listening
  • Prioritization
  • Call Center Operations
  • Critical Thinking
  • Retail store support
  • Clerical Support
  • Multi-line phone talent
  • Store maintenance
  • Order Processing
  • Problem-solving abilities
  • Business growth and retention
  • Sales Quota Achievement
  • Incoming Call Management
  • Call center experience
  • Customer Education
  • Persuasion techniques

Timeline

Personal Vacation Planner

Carnival Cruise Lines
08.2024 - 05.2025

Overnight Shift Manager

Walmart
02.2017 - 06.2024

State Inspector

Coleman Tire & Auto
01.2012 - 02.2017

Lead Teacher

Children's Choice Daycare
10.2010 - 10.2011

Inside Sales Representative, Customer Service

Conn's Corporate Office
09.2007 - 05.2008

Customer Service Representative

Jc Penny
08.2006 - 03.2007

Associate of Applied Science - Nursing

LoneStar College CyFair

Trade Diploma - Medical Assisting

MedVance Institute

High School Diploma -

Hempstead High School

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