Kelsey Fleenor
Saltville,VA
Summary
Experienced service advisor with over 7 years of proven track record in customer engagement and office management. Specializes in upselling and effective problem resolution. Possesses exceptional communication skills, fostering strong relationships with clients and colleagues. Dedicated to driving organizational success through innovative solutions and meticulous attention to detail, enhancing overall service quality and efficiency.
Overview
7
7
years of professional experience
Work History
Self Sufficiency Program Assistant
Occupational Enterprises, Inc.
Marion, VA
04.2025 - 06.2025
- Monitored adherence to contractual obligations while assisting in project management tasks.
- Supports planning efforts through programmatic information collection for TWC Project Director/Manager.
- Works alongside Project Director/Manager to formulate service strategies and training plans.
- Cultivates strong collaboration with partner program staff to align training objectives and support services.
- Tracked client caseload data and program activities for reporting accuracy.
- Meets with participants to address participant concerns / complaints.
- Addressed barriers to self-sufficiency by offering case-specific support.
- Provide direct support to participants in maintaining recovery.
- Perform drug screens as necessary.
- Facilitated access to recovery resources and guided families toward reunification.
- Assisted in formulating effective corrective action plans.
- Assesses performance goals and results.
- Supplies frequent reports to management team.
- Worked with team to ensure successful execution of program services as needed.
Service Advisor
Cardinal Travel Centers
Glade Spring, VA
04.2019 - 03.2025
- Responds to customer inquiries via calls, emails, and faxes, ensuring satisfaction and retention.
- Achieves upsell targets by recommending additional services to enhance customer experience.
- Resolves complex customer issues efficiently, maintaining high satisfaction levels.
- Utilizes problem-solving skills to address and resolve customer concerns effectively.
- Contributes to meeting customer satisfaction goals through proactive service and support.
- Managed customer inquiries across multiple channels, ensuring high satisfaction rates and meeting upsell targets through effective problem-solving and product knowledge.
- Streamlined communication processes, expertly handling diverse customer issues while maintaining meticulous records and adhering to company protocols.
- Developed creative solutions for complex customer problems, implementing new approaches that improved resolution times and enhanced overall service quality.
- Fostered strong relationships with customers and team members, facilitating seamless information exchange and contributing to a positive work environment.
- Excelled in customer service, efficiently resolving complex issues while consistently meeting upsell targets and maintaining high satisfaction rates.
Permanent Substitute
Bristol VA City Public Schools
08.2018 - 04.2019
- Implemented lesson plans to maintain educational continuity and support core learning objectives.
- Maintained classroom order, ensuring a stable and productive learning environment.
- Utilized proactive strategies to encourage positive student behavior and engagement.
- Earned repeat requests from teachers due to reliable and effective teaching performance.
- Implemented proactive behavior modification strategies, fostering a positive learning atmosphere and keeping students engaged with curriculum objectives.
- Cultivated strong relationships with faculty, leading to frequent requests for substitute assignments based on trusted performance and positive feedback.
- Maintained meticulous adherence to established classroom routines, ensuring seamless transitions and minimizing disruptions to student schedules.
- Developed creative approaches to reinforce learning objectives, adapting teaching methods to diverse student needs and learning styles.
Education
High School Diploma -
John S. Battle High School
Bristol, VA05.2014
Skills
- Planning
- Safety Awareness
- Adaptability
- Verbal Communication
- Organization
- Upselling
- Instructional Technology
- Phone Skills
- Disciplinary Procedures
- Student Records Management
- Video Conferencing
- Conflict Resolution
- Customer Service
- Multitasking
- Team Collaboration
- Administrative Experience
- Problem Solving
- Lesson Implementation
- Data Entry
- Classroom Monitoring
- Time Management
- Written Communication
- Computer Skills
Timeline
Self Sufficiency Program Assistant
Occupational Enterprises, Inc.
04.2025 - 06.2025
Service Advisor
Cardinal Travel Centers
04.2019 - 03.2025
Permanent Substitute
Bristol VA City Public Schools
08.2018 - 04.2019
High School Diploma -
John S. Battle High School