Kelly Munday
Orlando,Florida
Summary
Accomplished Director with over 20 years of experience leading customer service operations and managing businesses, recognized for delivering top client satisfaction scores and producing substantial, measurable revenue increases.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Director of Client Relations/Operations
Leppard Law, Criminal Defense and DUI Attorneys
Orlando, Florida
03.2019 - 12.2025
- Accounts payable
- Client finance manager
- Liason/client/attorney/DMV/courts/FDLE
- Initiating/assigning client case details and tasks
- Mananging employee tasks and CEO tasks
- Sealing and expungements
- Developed strong relationships with clients to understand their legal needs.
- Coordinated communication between clients and attorneys for case updates.
- Facilitated client onboarding processes for seamless service delivery.
- Led client feedback initiatives to improve service quality and satisfaction.
- Managed client inquiries and resolved issues effectively and promptly.
- Implemented strategies to enhance client engagement and retention rates.
- Trained team members on best practices for client interactions and support.
- Oversaw the maintenance of client records in the management system efficiently.
- Provided guidance to team members on how to effectively communicate with clients and resolve their problems.
- Researched best practices from other organizations and incorporated them into own operations as applicable.
- Established strong relationships with key stakeholders in the organization for better client service delivery.
- Maintained accurate records of customer interactions and transactions for future reference purposes.
- Partnered with sales teams to ensure smooth transition of leads into viable customers opportunities.
- Organized events such as webinars, seminars, conferences to promote services among potential customers.
- Monitored industry trends and competitor activities to keep up with the changing needs of customers.
- Drafted standard operating procedures related to client relations processes for improved efficiency.
- Ensured compliance with legal regulations pertaining to consumer protection laws while dealing with customers.
- Reviewed current policies and procedures related to client servicing and suggested improvements where necessary.
- Implemented effective communication systems between various departments and customers so as facilitate quick resolution of queries and issues raised by latter.
- Collaborated closely with cross-functional teams such as sales, marketing, product development to meet customer requirements efficiently.
- Evaluated existing customer service tools and identified gaps in order to recommend suitable solutions.
- Developed and implemented client relations strategies to build customer loyalty, satisfaction, and retention.
- Performed quality checks on all deliverables prior to handing over the same to clients for review.
- Created detailed reports outlining client feedback on existing products and services and proposed new ideas for improvement.
- Assisted in developing promotional materials such as brochures, flyers, newsletters for marketing purposes.
- Managed customer accounts by providing timely updates regarding order status or other relevant information related to the project at hand.
- Coordinated with internal departments to ensure that all customer requests are fulfilled within established timelines.
- Analyzed customer data through surveys and focus groups to identify areas of improvement in client services delivery.
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Helped customers open accounts, make deposits, update information, and carry out range of routine actions.
- Collaborated with product development teams to share customer feedback and drive product improvements.
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
- Organized and hosted customer appreciation events and webinars to strengthen relationships.
- Managed crisis communications, turning dissatisfied customers into brand advocates.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training, and team-building activities.
Customer Success Specialist
Advent Health, Maitland Internal Medicine
Maitland, FL
06.2016 - 06.2019
- Patient appointment scheduling
- Client relations
- Legal requests for records
- Coding and billing
- Managed customer onboarding processes and provided training on product features.
- Resolved customer inquiries through email, phone, and chat support channels.
- Developed educational materials to enhance customer understanding of services.
- Monitored customer satisfaction levels and identified areas for improvement.
- Maintained detailed records of customer interactions within CRM system.
- Responded promptly to all incoming inquiries from clients regarding product information or support requests.
- Provided customer support and troubleshooting to ensure successful product implementation.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Facilitated communication between various departments in order resolve complex customer issues.
- Created resources such as FAQ documents and user guides for customers.
- Identified areas for improvement in existing products and services based on customer feedback.
- Worked closely with sales team to ensure smooth transition from prospecting stage to post-sale engagement.
- Continuously sought out ways to improve the overall customer experience.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Diagnosed and addressed problems with installed equipment.
- Researched and identified potential customers.
- Discussed equipment needs with customers and engineers to determine system requirements.
- Facilitated regular check-ins with clients to strengthen relationships and address concerns.
- Educated customers on best practices for using company's products and services.
- Developed innovative ways to increase customer satisfaction levels by implementing new processes.
Office Manager, Lead Technician
Body Wrap and Tone of Winter Park
Winter Park, Florida
06.2004 - 12.2015
- Sold salon-exclusive products to customers around the world.
- Assisted in training new staff and customers on services and products offered.
- Managed up to three locations at one time.
- Managed accounts payable and receivable.
- Assisted in multiple new location scoutings.
- Assisted in interviewing potential new employees.
- Managed daily office operations and ensured smooth workflow.
- Coordinated scheduling for staff and client appointments effectively.
- Oversaw inventory management and ordered necessary supplies consistently.
- Maintained accurate records of client services and transactions.
- Trained new employees on office policies and procedures comprehensively.
- Developed and implemented office procedures to enhance efficiency.
- Handled customer inquiries and resolved issues promptly and professionally.
- Collaborated with team members to improve overall service delivery quality.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Supervised staff members, organized schedules and delegated tasks.
- Reviewed files and records to obtain information and respond to requests.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Coded and entered daily invoices with in-house accounting software.
- Provided training to new hires on office policies and procedures.
- Developed and implemented office policies and procedures.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Managed, scheduled and coordinated office functions and activities for employees.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Provided administrative support to management team including preparing reports and presentations.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Maintained confidential records relating to personnel matters.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Interpreted and explained work procedures and policies to brief staff.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Supervised daily operations and ensured adherence to safety protocols.
- Trained new technicians on equipment usage and safety standards.
Education
Radio/TV Production, Political Science
University of Central Florida
Orlando, FloridaSkills
- Gusto payroll system
- Client relationship management
- Case management
- Compliance adherence
- Crisis communication
- Customer retention strategies
- Team leadership
- Proficient in Microsoft systems
- Managing procurement systems
- Proficient in American Sign Language
Certification
Notary
Volunteering And Leadership
- Barry University, Book Drive Office Coordinator, Orlando, Florida, Help organize a community book drive for K-12 students in foster care, partnered with Houghton Mifflin Harcourt two years in a row who donated to the cause.
- Advent Health, Coordinator, Maitland, Florida, "Adopt a family" Christmas drive for our office and delivered the gifts to the family.
Awards And Scholarships
- Spot Award for Leadership, Advent Health
- Orlando 'Best Of' Criminal Defense, Orlando Weekly
Timeline
Director of Client Relations/Operations
Leppard Law, Criminal Defense and DUI Attorneys
03.2019 - 12.2025
Customer Success Specialist
Advent Health, Maitland Internal Medicine
06.2016 - 06.2019
Office Manager, Lead Technician
Body Wrap and Tone of Winter Park
06.2004 - 12.2015
Radio/TV Production, Political Science
University of Central Florida