SHELLY GRAVES
KY
Summary
Recent NKU graduate with a strong foundation in psychology, marketing, and leadership. Dedicated to exploring innovative ways to infuse beauty, joy, and love into everyday life. Passionate about the intersection of the mundane and the spiritual, focusing on restoring a sense of wonder and awe that reveals endless possibilities. As an intuitive coach, committed to guiding individuals in manifesting goals by harnessing a unique blend of insights and strategies. Emphasizes a holistic approach that inspires transformation and empowers others to realize their full potential.
Overview
2027
2027
years of professional experience
Work History
Content Creator
Self Employed Web
2017 - Current
- Developed engaging content for various digital platforms to enhance audience reach.
- Researched industry trends to create relevant and timely articles, blogs, and social media posts.
- Edited and proofread content for clarity, accuracy, and adherence to brand voice guidelines.
- Applied current editing and photography tools to tell great stories.
- Continuously honed content strategy by regularly monitoring data analytics, using insights to inform future decision-making and drive ongoing improvements.
- Utilized SEO strategies to optimize web content, improving search engine rankings and visibility.
Consultant
Wild Hair Studios Rock Shop
01.2019 - 2024
- Intuitive Consultations with clients to bring clarity, directions, determine goals, and next steps to achieve success, healing, and happiness
- Reiki healing sessions to bring healing, balance, reduce stress, and harmony to clients
- Offer classes on spiritual and artistic subjects for up to 12 attendees. Classes range from herbalism, jewelry making, DIY wreath making, meditation and mindfulness
Website Customer Service Representative
TTEC
Remote
01.2016 - Current
- Perform secure identity confirmation through phone to assist clients with website issues such as updating two-factor-authorization credentials
- Resolve website eligibility and system issues via tickets and other escalation processes
- Support advocates through phone, chat and email to assist with questions, systems issues, and escalations.
- Provided feedback on common issues, contributing to process improvement initiatives.
- Utilized CRM software to track interactions and follow up on outstanding issues.
- Addressed customer complaints effectively, enhancing overall experience and retention.
- Collaborated with team members to streamline service delivery and improve response time.
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Lead Librarian
Lockheed Martin
2008 - 01.2015
- Designed and launched a detailed training initiative for librarians, ensuring clarity in roles and monitoring to mitigate process vulnerabilities.
- Promoted team diversity by mentoring and training staff to improve operational effectiveness in a rapidly changing RDT&E landscape.
- Administered storage vaults with a total of 68,000 holdings, implementing workflow processes to align with Navy and national security protocols.
- Supervised library staff, fostering a collaborative environment to improve service delivery.
- Executed workflow processes for over 4,000 items weekly, maintaining storage vaults to uphold stringent security standards and operational efficiency.
- Engaged with customers and team members to assess and address outstanding requirements, driving training efficiency and process improvements.
- Managed relationships with multiple vendors to ensure seamless coordination of sensitive shipments and staffing for comprehensive project execution.
- Assisted customers with scheduling resources to meet their requirements and testing deadlines
Documentation Specialist & Program Web Designer
Lockheed Martin
Wallops Isl, VA
1999 - 2008
- Developed comprehensive contract data documents to accurately reflect customer specifications and facilitate project execution.
- Managed risk and project management functions to ensure timely and efficient delivery of project milestones.
- Evaluated team needs and rapidly developed expertise in HTML, CSS, Java, SQL, and Oracle to address knowledge deficiencies and optimize process efficiency.
- Engineered scheduling program's visual framework, facilitating efficient navigation and functionality based on user-specific requirements.
Education
Associate of Arts -
West Kentucky Community And Technical College
Paducah, KY05-2022
Bachelor of Science - Integrative Studies, Psychology, Marketing, Leadership
Northern Kentucky University
12-2024
Skills
- Scheduling and coordinating staff
- Strategic reporting and presentation
- Designing and executing training programs
- VBA programming in Excel
- Query optimization techniques
- Inventory management
- Video Editing
- Programs: Adobe, Office, Canva, Excel, DSLR Camera, Printers, Vinyl Cutting systems,
- Multimedia production
- Editing and proofreading
- Web content development
Accomplishments
2022 Commencement Speaker
2022 KCTCS All-Academic Team
2022 Annual Student Exhibition: Best in Show in 2D Design
2012 SRA Team Award The SCSC Software Process Improvement JDI
2010 Letter Of Recognition For Contributions To The SCSC Contract Proposal
2008 Letter Of Commendation From Capt. Keegan For The Transition Between Scheduling Tools
2006 SRA Team Award For Software Development
2004 Spot Award For Software Development
Timeline
Consultant
Wild Hair Studios Rock Shop
01.2019 - 2024
Website Customer Service Representative
TTEC
01.2016 - Current
Content Creator
Self Employed Web
2017 - Current
Lead Librarian
Lockheed Martin
2008 - 01.2015
Documentation Specialist & Program Web Designer
Lockheed Martin
1999 - 2008
Associate of Arts -
West Kentucky Community And Technical College
Bachelor of Science - Integrative Studies, Psychology, Marketing, Leadership
Northern Kentucky University
AWARDS
2022 KCTCS All-Academic Team, Annual Student Exhibition: Best in Show in 2D Design, 2012 SRA Team Award The SCSC Software Process Improvement JDI, 2010 Letter Of Recognition: Contributions To The SCSC Contract Proposal, 2008 Letter Of Commendation: Capt. Keegan For The Transition Between Scheduling Tools, 2006 SRA Team Award For Software Development, 2004 Spot Award For Software Development
Selected Publications and Works
- The Final Word Coreopsis, Journal of Myth and Theatre, Vol 2, Issue 2, September 2023 https://societyforritualarts.com/coreopsis/autumn-2023-issue/the-final-word/
- 8 Simple Ways To Get Started With Herbs, Aug 7th, 2022,
- https://www.nicerockshop.com/post/8-simple-ways-to-get-started-with-herbs
- 13 Full Moon Moon Ideas You Might Not Have Thought Of!, Jun 12th, 2022, https://www.nicerockshop.com/post/13-full-moon-moon-ideas-you-might-not-have-thought-of
- Rosemary ~ Magickal Herb of the Month, Jan 16th, 2022, https://www.nicerockshop.com/post/rosemary-~-magickal-herb-of-the-month
- Repotting Plants ~ A Magickal Approach, Sept 12th, 2021, https://www.nicerockshop.com/post/repotting-plants-~-a-magickal-approach
- Angelica Herbal Magick for July, Jul 5th, 2021, https://www.nicerockshop.com/post/angelica-herbal-magick-for-july
- The Magickal Rose , Apr 19th, 2021, https://www.nicerockshop.com/post/the-magickal-rose
- A Magickal Blend to Love Thyself in April, Mar. 29, 2020, https://www.nicerockshop.com/post/a-magickal-blend-to-love-thyself-in-april
- Magickal Herbal Q & A, Jul 12th, 2020, https://www.nicerockshop.com/post/magickal-herbal-q-a
- Peaceful Dream, Feb, 10th, 2020, https://www.nicerockshop.com/post/peaceful-dream-sachet
- Spice Up 2020!, Jan, 5th, 2020, https://www.nicerockshop.com/post/spice-up-2020
Selected Works
Soar, mixed media canvas Coreopsis, Journal of Myth and Theatre, Vol 2, Issue 2, September 2023 https://societyforritualarts.com/coreopsis/autumn-2023-issue/suicide-art-and-personal-myths/
Merrily, mixed media watercolor paper Roses & Wildflowers Vol 1, Issue 1, Feb https://societyforritualarts.com/rw/2024-spring/the-yellow-brick-roooooaaaad/