Overview
Work History
Education
Skills
Timeline
Generic
Kelly Warady

Kelly Warady

Customer Service & Digital Media Specialist
Schiller Park,IL

Overview

13
13
years of professional experience
9
9
years of post-secondary education

Work History

Social Media and Operational Communications Representative

United Airlines
Chicago, IL
06.2017 - Current
  • Monitoring flight operations using multiple resources and internal tools to communicate accurate and timely updates to customers.
  • Managing incoming social media volume and provide real-time customer-focused service.
  • Working alongside Airport Operations, Network Operations, and other teams to handle and communicate flight and operations conditions.
  • Engaging with and assisting customers throughout all stages of the travel journey via Twitter, Instagram, and Facebook.
  • Identifying and handling the escalation of potential brand impacting social media issues.
  • Collaborating with teams across the company including refunds, baggage, reservations, corporate communications, corporate security, marketing, and operations management.
  • Acting team lead and supervisor on duty.
  • Training and mentoring with new team members.

Client Account Manager

CTL Global Inc
Bensenville, IL
07.2014 - 06.2017
  • Managed a diverse portfolio of clients for optimal account growth and retention.
  • Lead the onboarding of warehouse management personnel and ERP system.
  • Managed shipping and receiving department according to client orders and insured customer driven timelines.
  • Ensured accurate billing and invoicing through diligent record keeping and organization skills.
  • Fostered long-term relationships with key decision-makers within clients'' organizations, resulting in increased business opportunities.
  • Developed comprehensive reports on account performance, presenting results to senior management during regular meetings.
  • Managed a diverse portfolio of clients for optimal account growth and retention.
  • Designed customized account strategies tailored to the unique needs of each client.
  • Gained trust from clients by demonstrating expertise in their industries while consistently delivering high-quality service tailored specifically to their needs.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Implemented systems and procedures to increase sales.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Collaborated with cross-functional teams for successful product launches on e-commerce platforms.
  • Ensured seamless integration of new products into existing catalogs by working closely with inventory managers and merchandisers.
  • Collaborated with web developers to improve user experience on client websites, resulting in higher conversion rates.

Executive Administrator / Customer Care

B&H Systems
Elk Grove Village, IL
01.2013 - 07.2014
  • Managed day-to-day driver dispatch notifications and created daily schedules.
  • Maintained knowledgebase of driver policies and regulations. Including all DOT specifications related to hazardous material handling and transporting.
  • Answered incoming vendor and customer service phone calls.
  • Developed daily crosschecking procedures for all driver paperwork.
  • Prepared pick-up and delivery orders.
  • Created weekly financial reports for management.

Bartender / Server

Trident Bar and Grill
Tucson, AZ
01.2011 - 01.2013
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Continuously updated knowledge of industry trends, introducing new cocktails and techniques to the menu.
  • Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Participated in promotional events, representing the establishment positively while showcasing signature cocktails.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
  • Consistently met or exceeded sales targets by upselling premium products without compromising guest satisfaction.
  • Served high customer volumes during special events, nights, and weekends.

Education

Addiction Counseling

Triton Community College
River Grove, IL
01.2007 - 12.2009

Psychology

Northern Illinois University
DeKalb, IL
08.2003 - 12.2005

High School Diploma -

East Leyden High School
Franklin Park, IL
08.1999 - 06.2003

Skills

  • Issue Resolution
  • Corrective Action Execution
  • Business Communications
  • Professional Relationships
  • Continuous Improvement Process
  • Social Media Trend Analysis
  • Social Media Digital Marketing
  • Customer Acquisition
  • Public and Media Relations
  • Social Interaction
  • Stakeholder Updates
  • Consistent Brand Messaging
  • Content Marketing
  • Account Management
  • Customer Relations
  • Managing Multiple Tasks
  • Shipping Procedures Understanding
  • Project Management Abilities
  • Quality Control
  • Typing Proficiency
  • Records Preparation
  • Delivery Scheduling
  • Conflict Resolution
  • Shipping and Receiving Understanding
  • CRM Software
  • Administrative Support
  • Executive Management Support
  • Receiving Support
  • Critical Thinking
  • Team Development
  • Warehousing Functions
  • Reading Comprehension
  • Customer Relationship Management
  • Conflict Mediation
  • Computer Proficiency
  • Administrative and Office Support
  • Merchandise Orders and Exchanges
  • Customer Retention Strategies
  • Customer Account Management
  • Coordination
  • Prioritization
  • Policy and Procedure Adherence
  • Refund Processing
  • Order Processing
  • Professional Telephone Demeanor
  • Verbal and Written Communication
  • Brand Management
  • Cross-Functional Team Management
  • Managing Routines
  • Strategic Planning
  • Employee Training
  • Key Performance Indicators (KPI)
  • Performance Tracking and Evaluations
  • Complex Problem-Solving
  • Time Management
  • Supplier Relations
  • Issue and Conflict Resolution
  • Social Media Platforms
  • Account Management and Updating
  • Scheduling and Coordinating
  • Managing Files and Records
  • Overseeing Employees

Timeline

Social Media and Operational Communications Representative

United Airlines
06.2017 - Current

Client Account Manager

CTL Global Inc
07.2014 - 06.2017

Executive Administrator / Customer Care

B&H Systems
01.2013 - 07.2014

Bartender / Server

Trident Bar and Grill
01.2011 - 01.2013

Addiction Counseling

Triton Community College
01.2007 - 12.2009

Psychology

Northern Illinois University
08.2003 - 12.2005

High School Diploma -

East Leyden High School
08.1999 - 06.2003

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Kelly WaradyCustomer Service & Digital Media Specialist