Kelly Roach
Everett,WA
Summary
Throughout my career, Have always provided excellent customer service. Have excelled in sales and leadership roles. lead by example and listen to the team to broaden skills and meet all goals. Past employers and co-workers would describe me as dependable, loyal, goal-orientated, friendly, and a great listener.
Overview
8
8
years of professional experience
Work History
Assistant Community Manager
Housing Hope
09.2021 - 04.2023
- Met with residents to gather information and develop effective solutions.
- Implemented property management systems to support community and expertly handle diverse needs.
- Collected rental payments from residents and kept meticulous records of delinquent accounts.
- Evaluated property conditions and recommended improvements.
- Inspected buildings, vacant units, and common areas regularly to identify repairs needing immediate attention.
- Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins, and move-outs.
- Monitored community activities and maintained compliance with relevant laws, regulations, and codes.
- Worked with maintenance staff to complete timely repairs and enhancements.
- Inspected units before and after tenant moves to write effective leases and determine charges or readiness for new tenants.
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
Guest Service Representative
Fairfield Inn And Suites Marriott
04.2021 - 09.2021
- Upheld hotel policies and procedures by providing high level of customer service.
- Managed check-in and check-out procedures for guests.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Provided accurate information regarding local attractions, restaurants and activities.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Maintained accurate and up-to-date records of guest information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
Guest Services Supervisor
Delta Hotels By Marriott Seattle Everett
05.2018 - 04.2021
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Trained junior team members in customer service strategies and property policies.
- Monitored team performance to confirm customer service standards were consistently met.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Supported team members by offering constructive feedback and coaching as needed.
- Maintained up-to-date knowledge of products and services offered.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Reviewed upcoming events and planned for expected challenges.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Business Development Representative
Kennedy Marketing Group
09.2017 - 05.2018
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Consulted with businesses to supply accurate product and service information.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Informed customers of promotions to increase sales productivity and volume.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Sales Finance Manager
Smith Kia Of Bellingham
08.2016 - 08.2017
- Prepared sales presentations for clients showing success and credibility of products.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Built relationships with customers and community to establish long-term business growth.
- Facilitated business by implementing practical networking techniques.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Sales Consultant
Bayside Auto Sales
03.2015 - 08.2016
- Responded to telephone and in-person requests for information.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
- Evaluated customer purchase requirements and recommended best-fit company offerings.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Increased profitability and pipeline development by leveraging multiple sales strategies and distribution channels.
Education
No Degree - Marketing
Edmonds Community College
Lynnwood, WAHigh School Diploma -
Bethel High School
Spanaway, WA06.1982
Skills
- Effective Planning
- Sales Strategies
- Hospitality and Accommodation
- Property tours and inspections
- Leasing and Sales
- Property Inspection
- Property Showing
- Payment Processing
- Facility Supervision
- Client Service and Support
- Resident Relations
- Month-End Closings
- Customer Relationship Management
Timeline
Assistant Community Manager
Housing Hope
09.2021 - 04.2023
Guest Service Representative
Fairfield Inn And Suites Marriott
04.2021 - 09.2021
Guest Services Supervisor
Delta Hotels By Marriott Seattle Everett
05.2018 - 04.2021
Business Development Representative
Kennedy Marketing Group
09.2017 - 05.2018
Sales Finance Manager
Smith Kia Of Bellingham
08.2016 - 08.2017
Sales Consultant
Bayside Auto Sales
03.2015 - 08.2016
No Degree - Marketing
Edmonds Community College
High School Diploma -
Bethel High School
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