Hi, I’m
Kelsey Kotler
Clarksville,TN
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
12
years of professional experience
Work History
Kelsey's Kritters LLCPine Mountain Club, CA
Operations Manager
03.2021 - Current
Job overview
- Developed and implemented operational procedures to ensure quality standards are met.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Mitigated business risks by working closely with staff members and assessing performance.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Hired and onboarded team members to meet immediate and expected demand.
- Implemented successful business strategies to increase revenue and target new markets.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
PetSmartThousand Oaks, CA
Customer Engagement Manager
01.2019 - 03.2021
Job overview
- Coached, developed and motivated team to achieve revenue goals.
- Developed strategies for customer engagement, retention, and loyalty programs.
- Maintained relationships with key stakeholders to ensure alignment across departments.
- Compiled weekly reports outlining progress towards goals related to customer engagement initiatives.
- Organized events such as webinars, workshops, or conferences aimed at engaging customers.
- Developed policies that promoted positive customer experiences.
- Conducted training sessions with staff to improve their understanding of the company's products and services.
- Managed a team of customer service representatives to ensure quality interactions with customers.
- Consulted with customers to gather and define requirements.
- Resolved customer complaints regarding sales and service.
- Encouraged employees to provide exceptional customer service at all times.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
PizzaRevWoodland Hills, CA
District Manager
01.2016 - 01.2020
Job overview
- Regularly communicated updates regarding changes in corporate policies or procedures down through store level employees.
- Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
- Organized promotional events in order to drive sales volume in the district's stores.
- Identified opportunities for process improvement across multiple locations within the district.
- Sourced and recruited top talent for various retail store positions and verified recruiting processes to meet new store opening timelines.
- Developed and significantly grew assigned territory 32% within first year.
PizzaRevThousand Oaks, CA
General Manager
01.2012 - 01.2018
Job overview
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Administered employee discipline through verbal and written warnings.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Ensured compliance with local health department regulations regarding food safety standards.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Guided management and supervisory staff to promote smooth operations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Arizona State UniversityTempe, AZ
Bachelor of Arts from Organizational Leadership
05-2024
College of The CanyonsSanta Clarita, CA
Associate of Arts from Psychology
01-2014
Skills
- Organizational Management
- Customer Retention
- Workflow Optimization
- Team Building/Leadership
Accomplishments
- Member of the prestigious Omicron Delta Kappa National Leadership Honor Society.
- Dean's List at Arizona State University for all attended semesters.
- Summa Cum Laude distinction from Arizona State University.
Affiliations
- County animal shelter volunteer.
- Best Friends Animal Society volunteer.
- YAIPak Outreach Disaster Response volunteer.
Timeline
Operations Manager
Kelsey's Kritters LLC
03.2021 - Current
Customer Engagement Manager
PetSmart
01.2019 - 03.2021
District Manager
PizzaRev
01.2016 - 01.2020
General Manager
PizzaRev
01.2012 - 01.2018
Arizona State University
Bachelor of Arts from Organizational Leadership
College of The Canyons
Associate of Arts from Psychology
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