Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Kelsey

Bedford

Summary

Dynamic manager with extensive expertise in client and guest relations, personnel management, and optimizing office performance metrics. Proven track record in scheduling staff, overseeing sales, and achieving budget goals while consistently enhancing service procedures to maximize team productivity. Committed to building guest loyalty and driving retention through exceptional service and strategic initiatives. Recognized for superb judgment in balancing the needs of guests, employees, and company objectives to foster a harmonious and efficient work environment.

Overview

25
25
years of professional experience

Work History

Interim VP of Operations

Neem Medical Spa
06.2025 - Current
  • Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
  • Streamlined operations by identifying inefficiencies and implementing process improvements.
  • Enhanced customer satisfaction by developing and implementing strategies to improve service quality.
  • Established performance goals for department and outlined processes for achievement.
  • Championed employee development programs to enhance skills, increase retention rates, and build a high-performance workforce.
  • Developed strategic plans that aligned with organizational goals, ensuring long-term growth and sustainability.

Practice Manager

Confident MedSpa
01.2024 - 06.2025
  • Provided leadership and guidance to the medical team in order to meet goals and objectives.
  • Monitored compliance with HIPAA regulations concerning patient privacy rights.
  • Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
  • Managed vendor relationships for supplies and services related to the practice.
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
  • Ordered supplies needed and kept tabs on inventory levels.

Department Manager

Von Maur
11.2009 - 08.2010
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
  • Created monthly schedules for staff members to ensure adequate coverage during peak hours.
  • Monitored daily sales figures to track trends in customer buying behavior.
  • Worked closely with sales associates to complete tasks.
  • Executed targeted merchandising and promotional plans to meet department sales goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Assistant Store Manager

Ann Taylor Loft
10.2008 - 10.2009
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
  • Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
  • Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
  • Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
  • Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
  • Identified areas of operational inefficiency and implemented solutions to streamline processes.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Assisted in recruiting efforts by interviewing candidates for open positions in the store.
  • Answered customer questions and addressed problems and complaints in person and via phone.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Handled scheduling for store shifts to achieve adequate staffing.

Flight Attendant

Jetblue Airways Corp
10.2002 - 08.2008
  • Provided safety instructions to passengers prior to takeoff and landing.
  • Assisted passengers with stowing carry-on luggage in overhead compartments.
  • Verified boarding passes and passports for all passengers.
  • Greeted passengers, answered questions, and directed them to their seats.
  • Delivered onboard customer service including food and beverage service.
  • Responded to medical emergencies as needed during flights.
  • Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
  • Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
  • Cooperated with pilots and crew members while performing duties on board the plane.
  • Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
  • Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
  • Demonstrated safety equipment and procedures to meet FAA guidelines.
  • Participated in pre-flight briefings to discuss flight details, weather and service plans.

Flight Attendant

American Eagle Airlines
07.2000 - 10.2002
  • Provided safety instructions to passengers prior to takeoff and landing.
  • Assisted passengers with stowing carry-on luggage in overhead compartments.
  • Verified boarding passes and passports for all passengers.
  • Greeted passengers, answered questions, and directed them to their seats.
  • Delivered onboard customer service including food and beverage service.
  • Monitored cabin environment throughout flight, checking seatbelts and ensuring passenger comfort.
  • Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
  • Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
  • Cooperated with pilots and crew members while performing duties on board the plane.
  • Reported any incidents or irregularities regarding the aircraft or its equipment to the captain immediately.
  • Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
  • Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
  • Demonstrated safety equipment and procedures to meet FAA guidelines.
  • Greeted passengers to assist in finding seating assignments and properly stowe items in overhead or under-seat storage.

Education

High School Diploma -

Charlotte High School
Punta Gorda, FL
05-1999

Skills

  • Relationship Building
  • Staff Development
  • Staff Management
  • Workflow Management
  • Customer-focused
  • Customer Relationship Management (CRM)
  • Complaint resolution
  • Training and mentoring
  • Customer Service
  • Client relations and retention

Timeline

Interim VP of Operations

Neem Medical Spa
06.2025 - Current

Practice Manager

Confident MedSpa
01.2024 - 06.2025

Department Manager

Von Maur
11.2009 - 08.2010

Assistant Store Manager

Ann Taylor Loft
10.2008 - 10.2009

Flight Attendant

Jetblue Airways Corp
10.2002 - 08.2008

Flight Attendant

American Eagle Airlines
07.2000 - 10.2002

High School Diploma -

Charlotte High School

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