Kelly L Flaherty
San Diego,CA
Summary
With over 20 years of experience in online customer service, sales and support, I bring extensive knowledge and expertise.
As an Operations Administrator, I have specialized in online donation-based customer and contributor relations for more than a decade. My commitment lies in providing exceptional support across various areas, ensuring positive interactions with potential donors, established donors, and monthly subscribers. As a versatile Operations Manager, I excel at tackling both routine and complex challenges with resourcefulness and creativity. My drive, dedication, and self-motivation consistently lead to streamlined operations and improved customer/client relations and sales.
Additionally, my background in the hospitality industry has honed my ability to deliver outstanding guest experiences and promptly resolve any issues. I am highly valued for my collaboration skills and adaptability in dynamic environments, while my excellent communication skills and positive attitude are recognized as key strengths.
Overview
19
19
years of professional experience
Work History
Guest Service Agent
Grand Pacific Resorts
12.2023 - Current
- Provide exemplary customer service and support to guests over the phone, online and in-person
- Booking reservations, assigning rooms, processing no shows, daily check in, daily check outs for resort
- Providing accurate answers and solutions to billing questions
- Communicating with guests through real time messaging service
- Meeting needs and answering questions of guests in a timely manner
- Providing answers and solutions in a timely professional manner while under pressure in a fast paced work environment
- Following up with guest services and guests to assure guest satisfaction throughout stay
- Providing detailed information about amenities, property, area and location
- Providing guest with appropriate and adequate information to assure an exceptional in-house guest experience
- Professional communication skills both written, over the phone and in person
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Greeted guests upon arrival by providing warm welcome.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Handled customer complaints to satisfy and retain guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Created welcoming and comfortable environment for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Scheduled and confirmed restaurant reservations for guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Maintained accurate and up-to-date records of guest information.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Operations Manager (Remote)
Reader Supported News
02.2014 - Current
- Approached contributor interactions with resourcefulness, organization and customer-centric solutions
- Implemented modifications based on customer input to surpass satisfaction benchmarks.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Assisted customers with needs such as creating accounts, depositing or transferring funds, updating account details and signing up for new services
- Achieved high satisfaction rating through proactive one-time resolutions of customer issues in a timely matter
- Oversaw administration operations, providing daily market analysis, executed prompt communications and solutions to daily work tasks and research projects
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced operational risks while organizing data to forecast performance trends.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Operations Administrator (Remote)
Truthout
08.2005 - 04.2009
- Worked closely with accounts payable and human resources to ensure the process of donations sent via mail were registered, processed, deposited and calculated
- Continuously, approached contributor interactions with resourcefulness, organization and customer-centric solutions
- Attentively, responded to customer feedback and made process changes to exceed customer satisfaction goals
- Always assuring the customer that there was a sufficient resolution to their problem and assured them of a prompt solution
- Addressed customer complaints, concerns in an appropriate, professional and courteous matter
- Mitigated dissatisfaction by employing timely and on-point solutions
- Assisted customers with needs such as creating accounts, depositing or transferring funds, updating account details and signing up for new services
- Achieved high satisfaction rating through proactive one-time resolutions of customer issues in a timely matter
- Always taking into consideration and responding accordingly to the donor through our customer support email portal
- Evaluated current operational practices and suggested improvement strategies.
- Consistently met deadlines under high-pressure situations demonstrating strong multitasking abilities.
- Maintained accurate records related to financial transactions or personnel information ensuring confidentiality at all times.
- Increased productivity with organized and effective scheduling, task allocation, and resource management.
- Collaborated with various teams to develop cross-functional solutions for operational challenges.
- Provided answers to customer questions via phone and email, typically within acceptable, timely manner.
- Evaluated existing software systems for potential improvements leading to increased efficiency in day-to-day operations.
- Streamlined operations by implementing efficient processes and procedures for administrative tasks.
- Implemented performance metrics to monitor team success, using data-driven insights to drive continuous improvement efforts.
- Facilitated collaboration across departments fostering teamwork resulting in successful completion of complex projects.
- Assisted in the development of strategic plans for business growth while maintaining a focus on operational efficiency.
- Managed inventory levels effectively, reducing waste and optimizing resource utilization throughout the organization.
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
Education
Associate of Arts - Business Administration
Katharine Gibbs School
Melville, New YorkHolistic Health -
New York College of Health Professions
Syosset, New YorkContinuing Education Program -
NYC College of Health Sciences
New York, New YorkSkills
- Proficient in multiple online processing systems
- Microsoft Office Suite
- Excel
- Excellent verbal and written communication skills
- Independent client account management
- Proactive customer communication and engagement
- Skilled telecommunications
- Professional etiquette
- Client relations
- Relationship building
- Logistics expertise
- Multitasking under pressure
- Neurolinguistic Programming
- Client centric solutions
- Negotiation
- Sales
- Individual consulting
- Conflict resolution
- Business management
- Guest communication
- Writing and verbal communication
- Check-in and Check-out procedures
- Patience and composure
- Administrative skills
- Issue resolution
- Team player mentality
- Reservation management
- Guest complaint resolution
- Payment collection
- Information confidentiality
- Account management
- Customer rapport
- Property management systems
- Team member development
- Key card programming
- Registration management
- Client relationship management
- POS terminal operation
- Housekeeping coordination
- Strong interpersonal skills
- Account inquiries
- Guest liaison
- Timely complaint resolution
- Guest account management
- Guest service and assistance
- Account changes
- Room assignment
- Listening skills
- Detail-oriented
- Data inputting
- Data entry Analysis
- Product sales
- Financial transactions
- Basic accounting
- Reservation processing
- Key management system
- Reservation management system
- Inventory monitoring
- Check-in coordination
- Room charging
- Operations monitoring
- Planning and implementation
- Operations oversight
- Policies and procedures implementation
- Performance monitoring
- Customer relationship management
- Interpersonal communication
- Process improvement
- Performance management
- Customer relationship management (CRM)
- Delegation
- Business administration
- Data management
- Data analysis
- Customer relations specialist
- Solutions development
- Sales background
Timeline
Guest Service Agent
Grand Pacific Resorts
12.2023 - Current
Operations Manager (Remote)
Reader Supported News
02.2014 - Current
Operations Administrator (Remote)
Truthout
08.2005 - 04.2009
Continuing Education Program -
NYC College of Health Sciences
Associate of Arts - Business Administration
Katharine Gibbs School
Holistic Health -
New York College of Health Professions
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