Kelsey Manning

Delivered personalized service to 500+ brides annually, guiding the customers through the wedding gown selection process from consultation to purchase. Led daily operations for team of 20 associates during manager shifts, ensuring smooth workflow and high service standards. Reduced appointment delays by 20% through improved scheduling and team coordination. Resolved over 90% of customer concerns on first contact, resulting in increased client satisfaction. Coordinated 25+ client appointments weekly, delivering tailored service to enhance customer experience. Achieved monthly sales goals consistently by 10-20%, contributing to overall store performance. Maintained a 95%+ customer satisfaction rating.

Managed daily store operations by coordinating multiple priorities while ensuring accuracy and timely completion of tasks. Delivered exceptional customer service by resolving escalated concerns and building lasting client relationships. Maintained accurate financial records, balanced daily cash transactions, and completed bank deposits with 100% accuracy. Coordinated multiple deadlines and priorities in a fast-paced environment while maintaining exceptional attention to detail. Trained and supervised a team of employees, improving productivity and ensuring adherence to company standards. Protected confidential employee, customer, and financial information while maintaining accurate documentation.

As Head of Guest Services, I was still responsible for my previous duties as Guest Services Associate, but those duties now included multiple locations. I was also responsible for the hiring and training of new Guest Services Associates. I managed the collaboration of staff, products and inventory, and the oversight/implementation of store policies and strategies.

Managed all store responsibilities, including all customer appointments and receptionist activities, managed esthetician schedules, as well as adhering to and administering required Covid-19 protocols for staff and guests. Responsible for the opening and closing of the store each day, product sales, logistical and facility management, and overseeing of all customer service activities. Manage the social media duties for the store, which includes development of social media write-ups, product videos and marketing. Contributed to brand innovation and kept abreast of the latest social media
trends. Possessed a strong knowledge and understanding of companies' products and services.

Started managing all shipping and order management, but quickly transitioned into managing the company's customer service responsibilities, all brand advertising on Facebook, Instagram and Email, as well as assisting with naming new clothing items. I was the social media manager for the company, maintained the brand's presence on social media. Produced engaging content and connected with customers through multiple platforms. Managed brand emails to advertise product launches and boost sales. I was also responsible for inventory management and weekly business
reporting/updates to the owners.

Provided executive level customer service by listening to the customers needs and understanding the company's brand and suite of products. Utilize customer service skills to enhance the customer experience, while increasing store profitability and developing brand loyalty. Assisted in store display design and setup, along with managing events for wedding registry and brand promotions.