Kelly McKenna
San Antonio,TX
Summary
Conscientious and compassionate human resources and customer service focused professional with drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Spa & Salon HR Manager
Folawns Medical Spa & Salon
11.2017 - Current
- Responsibilities include overseeing the daily operations of an award winning Aveda lifestyle Spa, and Guest management
- This role includes scheduling of appointments, guest concierge services, hosting and coordinating events and parties, working closely with other departments to assist Spa Staff and assist where necessary to provide support in any situation.
- Managed employee disputes by employing conflict resolution techniques.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
Quality Coordinator
Customer Satisfaction L.L.Bean, Inc.
08.2011 - 02.2016
- This leadership role is responsible for the training and development of a seasonal staff of Quality Coaches both new and returning for the Peak season at L.L.Bean
- Coordinate quality feedback process with an emphasis on Peak readiness and our seasonal workforce
- Ensure Coaching and feedback is equally focused on all contact types and is not 'phone-centric' in order to ensure world class customer service levels throughout the year
- Seasonal Quality Coach Training Responsibilities: Coordinator ensures adherence to ReHire/New Hire training and process, Schedule coverage for New Hire CSR1 classes and Eservices, Ensure adequate schedule coverage, both shifts, covering all 7 days, Seasonal Quality Coach ETAs written by Quality Coordinators with input by Quality Front Line Supervisors, Oversee meetings with Coordinators in all locations to discuss trends, best practices.
Quality Coach
Customer Satisfaction L.L.Bean, Inc.
07.2007 - 08.2014
- In this support role, I worked with a team responsible for the ongoing training and development of a year-round staff of over 200 and seasonal staff of up to 1000 representatives
- Expectations include strong communication skills and knowledge of company policy and procedures, excellent writing skills, the ability to work with minimal supervision, present training mods in the classroom and meet departmental productivity goals; all while contributing to a positive and professional work environment
- Responsible for providing feedback to all levels, CSR 1 and CSR 2's, eServices, Product Service Specialists.
Performance Coach
Customer Satisfaction L.L.Bean, Inc.
07.2008 - 02.2009
- Leadership responsibilities included supporting a seasonal team of 30 reps through coaching, training, scheduling, performance management and development through the Peak season.
Customer Satisfaction Rep 1 & 2
LLBean, Inc.
10.2006 - 07.2007
- Responsible for receiving incoming calls from customers, placing orders, problem solving, researching and correcting errors and extending service by engaging in world class customer service.
Executive Chef and Banquet Coordinator
Grill 36 and associated restaurants
01.1995 - 01.1997
- Responsible for entire food service operation for the restaurant and hosting private functions
- Supervised 20 employees and was responsible for daily operations of a multi-function Restaurant: responsibilities included prepping, cooking, food costs, staffing, menu and wine list development.
Pastry Chef
Bah's Bakehouse and The Village Inn
01.1993 - 01.1995
- Started as an apprentice to the Chef-owner, learning many of the finer points of Baking and cooking
- I was educated in the pastry arts, including wedding cake Design and decoration, muffins, pastries, cookies, desserts and bread making.
Education
Art
University of Maine
Orono, MECollege of the Atlantic
Bar Harbor, ME01.1993
Skills
- Benefits Administration
- Workers' Compensation
- Compensation Structuring
- HR Processes
- Performance Management
- New Employee Orientation
- Health Benefits
- Employee Retention
References
Terry Folawn, Folawns Medical Spa & Salon, San Antonio, TX, 210-408-0101, Terry@folawns.com
Norma Lee Valdez, Sales Director, Folawns Medical Spa & Salon, San Antonio, TX
Jill Bruce, Director of CS Performance Support, L.L.Bean, Inc., Freeport, ME, 207-552-4420, jbruce@llbean.com
Janet Nelligan, Frontline Supervisor Quality and Training, L.L.Bean Inc., 207-735-6810, nell_j@roadrunner.com
Lisa Ann Garcia, Business Owner and Creator of "LisaGSweets" Bakery, San Antonio, TX, 210-445-4915, lisagsweets@gmail.com
Aynne Ames, Producer and Director, Belfast Maskers/Cold Comfort Theater, 207-930-7090, maskers@roadrunner.com
Certification
- HFX, HydraFacial Dallas, May 2023
- HIPPA Certification Training - 2023
- SkinCeuticals Education/Training -May 2022
- Medsharps Bloodborne Pathogen Training- June 2022
Timeline
Spa & Salon HR Manager
Folawns Medical Spa & Salon
11.2017 - Current
Quality Coordinator
Customer Satisfaction L.L.Bean, Inc.
08.2011 - 02.2016
Performance Coach
Customer Satisfaction L.L.Bean, Inc.
07.2008 - 02.2009
Quality Coach
Customer Satisfaction L.L.Bean, Inc.
07.2007 - 08.2014
Customer Satisfaction Rep 1 & 2
LLBean, Inc.
10.2006 - 07.2007
Executive Chef and Banquet Coordinator
Grill 36 and associated restaurants
01.1995 - 01.1997
Pastry Chef
Bah's Bakehouse and The Village Inn
01.1993 - 01.1995
Art
University of Maine
College of the Atlantic
- HFX, HydraFacial Dallas, May 2023
- HIPPA Certification Training - 2023
- SkinCeuticals Education/Training -May 2022
- Medsharps Bloodborne Pathogen Training- June 2022
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