Kelsi Gonzales
Highland Village,TX
Summary
Enthusiastic training professional successful at developing training plans and publicly relaying supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
5
5
years of professional experience
Work History
F45 Trainer
F45
04.2022 - Current
- Lead diverse group fitness classes designed to improve cardiovascular health, strength and mobility.
- Encourage and motivate participants to persevere through challenges to achieve new goals.
- Educate members on proper movement techniques and safe equipment use to reduce risk of injury.
- Enhance client experience by maintaining motivational and supportive culture.
- Monitor participant progress and provided positive reinforcement to support goal achievement.
- Manage group fitness classes of up to 32 members.
Guest Services Agent
Winter Park Resort
11.2020 - 11.2021
- Recognized for excellent performance and teamwork by winning Employee of the Month within first 2 months
- Trained onboarding agents in resort's software, customer service skills, and conflict resolution
- Greeted guests in a friendly, professional manner while providing concise information to guide guests to destinations
- Leveraged strong quantitative and organizational skills to complete transactions, returns, and cash deals of ~$7K / month
- Partnered with colleagues in a fast-paced, high-pressure environment to ensure guests received a superior customer experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
Customer Experience Manager
Sam Pack Five Star Ford
08.2019 - 03.2020
- Managed customer service index scores and properly addressed internet reviews
- Analyzed data to create metrics and KPI's to measure employee performance and customer satisfaction
- Collaborated with three departments within the dealership and a variety of outside vendors while managing multiple projects simultaneously, i.e, community outreach webpage, team building, & individual leadership improvements
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Lead biweekly meetings with 3-13 team members and managers discussing areas of improvement within their departments
- Created uniquely tailored SMART goals for each department and selective team members based on CSI scores
- Coached team members through different approaches on how to improve overall customer experience
- Collaborated with GSM and outside marketing team to assemble and successfully launch a webpage to display Five Star Ford of Lewisville's involvement within local community.
Aftermarket Sales
Sam Pack Five Star Ford
05.2019 - 08.2019
- Fabricated new and maintained existing relationships with 20+ vendors to establish long-term business growth
- Update up to 8 excel spreadsheets daily, including inventory of aftermarket parts, loaner vehicles, and schedules for install of parts
- Proactively engaged customers to enquire about interest in aftermarket sales
- Managed multiple calendars to ensure prompt pickups and drop offs of parts and vehicles.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Education
B.S. in Leadership Development -
Texas A&M University
College Station, TXSkills
- Public Speaking
- Outstanding people skills
- Excellent critical thinking
- Proficient in Excel
- Superb customer service
- Leadership development
- Highly detail oriented
- Proficient in Office 365
- Strong organizational skills
- Dedicated lifelong learner
- Creative Problem-Solving
- Salsa Dancing
Leadership And Volunteering Activities
- Study Abroad Namibia, Student, 06/01/18, 08/31/18, Study focused on politics, diplomacy, and socio-economic state of Namibia to better understand country dynamics, Created and managed public blog (5 posts / month) to provide education on the country's political state, Researched and engaged with culture of the country through travel, capturing photos, and discussion with citizens
Languages
Spanish
Limited Working
French
Limited Working
Japanese
Elementary
Timeline
F45 Trainer
F45
04.2022 - Current
Guest Services Agent
Winter Park Resort
11.2020 - 11.2021
Customer Experience Manager
Sam Pack Five Star Ford
08.2019 - 03.2020
Aftermarket Sales
Sam Pack Five Star Ford
05.2019 - 08.2019
B.S. in Leadership Development -
Texas A&M University
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