KELSEY R. ANAYA
Provo,UT
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
7
7
years of professional experience
Work History
Leasing Center Manager
Entrata
07.2022 - Current
- Managed work and performance of more than 15 employees.
- Checked employee work and service levels to maintain compliance with company and industry standards.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Leasing Center Trainer
Entrata
10.2021 - 07.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals understand leasing center policies.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with peers to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Call Center Agent
Williams Sonoma Inc, Van Ness Ave
10.2019 - 12.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
Call Center Agent
DoTERRA
09.2017 - 05.2018
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Obtained client information by answering telephone calls.
Education
High School Diploma -
Provo High School, N. University Ave.
Provo, UT05.2017
Skills
- Staff Leadership
- Analytical
- Organizational
- Communication
- Accuracy
- Attention to Detail
- Customer Service
- Policy Implementation
- Performance Management
Timeline
Leasing Center Manager
Entrata
07.2022 - Current
Leasing Center Trainer
Entrata
10.2021 - 07.2022
Call Center Agent
Williams Sonoma Inc, Van Ness Ave
10.2019 - 12.2019
Call Center Agent
DoTERRA
09.2017 - 05.2018
High School Diploma -
Provo High School, N. University Ave.
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