Kelly Malone
Cheverly,MD
Summary
Dedicated and empathetic former customer service and office assistant professional, committed to leveraging my skills in a new capacity as an Email Manager for the Trevor Project. Adept at fostering inclusivity, I bring a passion for supporting the LGBTQ+ community and a proven track record in customer service excellence. Excels in managing high-stakes communication with sensitivity and discretion. Eager to contribute my organizational and interpersonal skills to facilitate effective email communication, ensuring a supportive and responsive environment for those in need.
Overview
15
15
years of professional experience
Work History
Designer/Educator/Customer Relations Specialist
Mango Salon
06.2013 - 10.2023
- Collaborated with the Vice President of Marketing on a variety of email marketing campaigns in order to optimize engagement.
- Played a key role in refreshing old marketing strategies that aided in the evolution of the company brand.
- Generated reports to support development and implementation of marketing plans.
- Took initiative to troubleshoot corporate processes such as product ordering, cost analysis for services, and employee scheduling which have resulted in significant savings to the company.
- Represented entire salon in matters of scheduling, finance, customer disputes, employee management, and more.
- Offered on-demand management for three very high end salons in greater Richmond area that catered to a largely influential and professional customer base.
- Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased revenue through effective customer service and inventory management.
- Built long-term, loyal customer relations by providing top-notch service and detailed account, and service information.
- Strategized with marketing team and implemented email personalization and dynamic content.
- Understood and anticipated customer needs to develop targeted campaigns.
- Created a safe and welcoming environment for a steady stream of clientele while on the floor as a designer.
Apprentice/Receptionist
Images Main Street
01.2011 - 05.2013
- Managed salon software and client records in order to optimize day to day operations.
- Introduced a variety of different marketing and advertising strategies that increased revenue and new client intake.
- Managed the companies Constant Contact account in order to optimize engagement.
- Oversaw the transfer to a new client management software system
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Completed over 3000 apprentice hours under direction of salon owner and performed a variety of services on new and existing clientele.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Barista
Stir Crazy Cafe
01.2009 - 01.2011
- Consistently met needs of a steady stream of daily customers.
- Was tasked with ordering and receiving weekly inventory.
- Handled creative advertising and marketing to promote company growth.
- Performed general upkeep and maintenance.
- Established a wealth of customer service skills that proved useful when pursuing a career in the salon industry.
Education
Cosmetology - Cosmetology
Richmond Technical Center
Richmond, VA2013
No Degree - International Studies
Virginia Commonwealth University
Richmond, VA2007
Skills
- Process Optimization
- Cultural Awareness
- Active Listening
- Customer/Client Engagement
- Customer Care
- Call Center Operations
- Resolving Irregularities
- Critical Thinking
- Client Rapport-Building
- 10-Key
- Progress Tracking
- Highly empathetic
Timeline
Designer/Educator/Customer Relations Specialist
Mango Salon
06.2013 - 10.2023
Apprentice/Receptionist
Images Main Street
01.2011 - 05.2013
Barista
Stir Crazy Cafe
01.2009 - 01.2011
Cosmetology - Cosmetology
Richmond Technical Center
No Degree - International Studies
Virginia Commonwealth University
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