Kelly Nelson
West Alexander
Summary
Dedicated customer service professional with a strong background in problem-solving and team collaboration. Proven ability to enhance customer experiences and drive sales through effective training and leadership.
Overview
18
18
years of professional experience
Work History
Assistant Store Manager
Speedway
Cudahy, WI
04.2024 - 11.2025
- Assisted in daily store operations, ensuring efficient workflow and customer satisfaction.
- Trained and mentored new staff on company policies and procedures.
- Supported inventory management by conducting regular stock audits and maintaining accurate records.
- Implemented promotional displays to enhance product visibility and drive sales.
- Resolved customer inquiries and complaints, fostering a positive shopping experience.
- Collaborated with management to optimize scheduling for operational efficiency.
- Monitored team performance, providing constructive feedback to improve service quality.
- Ensured adherence to safety protocols, contributing to a safe work environment.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
Customer Service Representative
Lake Express High Speed Ferry
Milwaukee, WI
06.2022 - 10.2022
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted in ticket sales and boarding procedures to enhance passenger experience.
- Utilized point-of-sale systems for efficient transaction processing and record-keeping.
- Collaborated with team members to maintain a clean and organized work environment.
Customer Service Agent
Southwest Airlines
Milwaukee, WI
02.2008 - 04.2022
- Assisted customers with ticketing, check-in, and baggage inquiries to ensure a smooth travel experience.
- Resolved customer complaints efficiently while maintaining high satisfaction levels and loyalty.
- Collaborated with team members to streamline processes and improve service delivery in busy airport environments.
- Educated passengers on policies and procedures, enhancing overall understanding of airline operations.
- Trained new staff on customer service protocols and best practices for effective communication.
- Analyzed operational challenges, recommending solutions that improved efficiency and reduced wait times for customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Education
Associate of Applied Science - Registered Nursing
Milwaukee Area Technical College
Milwaukee, WI05-2027
High School Diploma -
Greenfield High School
Greenfield, WI06-1998
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
Timeline
Assistant Store Manager
Speedway
04.2024 - 11.2025
Customer Service Representative
Lake Express High Speed Ferry
06.2022 - 10.2022
Customer Service Agent
Southwest Airlines
02.2008 - 04.2022
Associate of Applied Science - Registered Nursing
Milwaukee Area Technical College
High School Diploma -
Greenfield High School