Amanda Kelley
Hazelwood
Summary
Energetic, accomplished professional with a strong background in customer experience management and workplace improvement. Expertise in analyzing performance metrics and implementing strategic initiatives to improve operations and drive revenue growth.
Overview
25
25
years of professional experience
Work History
Customer Experience Manager
Michaels Craft Store
Florissant, MO
07.2023 - Current
- Monitored store performance metrics, providing insights for strategic decision-making to enhance overall operations which resulted in improvement of the NPS.
- Fostered a positive team environment through regular communication and recognition of individual contributions.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships creating repeat customers.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
Office Assistant
Howell Family Chiropractic
Hazelwood, MO
02.2021 - 07.2023
- Managed patient scheduling to optimize office flow and enhance client experience.
- Assisted with insurance verification, ensuring accurate billing and claims processing.
- Provided administrative support by maintaining organized patient records and files.
- Coordinated communication between patients and healthcare providers for effective treatment planning.
Multi Store Manager
Family Video
Lake St. Louis, MO And O'Fallon, MO
05.2017 - 10.2020
- Oversaw daily operations across multiple locations, ensuring consistency in service quality and customer experience.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Managed inventory controls, reducing shrinkage through effective stock management practices.
- Analyzed sales data to identify trends, driving strategic decisions to optimize product offerings.
Department Supervisor
Babies "R" Us
Hazelwood, MO
10.2010 - 04.2017
- Fostered a positive work environment, mentoring staff to enhance productivity and team cohesion.
- Planned and executed store events including marketing
- Motivated employees through special events and constructive feedback
- Streamlined HR efficiencies, provided onboarding and training for new employees
Business Owner
Home Interiors and Gifts, Avon, & Homemade Gourmet
Florissant, MO
03.2005 - 10.2010
- Devised processes to boost long term business success
- Recruited party hosts to join my teams, offered coaching and support to help them develop and become successful
- Implemented a follow up strategy and filing system
Store Manager
Finley Fine Jewelry
Brentwood, MO
01.2001 - 04.2005
- Oversaw daily operations to ensure optimal store performance and customer satisfaction.
- Turned store around from $70,000 under yearly plan to $20,000 profit in 8 months
- Made 155% of my personal sales goal in 2003
Education
No Degree - Business Management
Florissant Valley Community College
Florissant, MOHigh School Diploma -
Hazelwood Central High School
Florissant, MO1996
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Schedule Management
- Strong Problem Solver
- Event Planning
- Dedicated Team Player
- Verbal and Written Communications
- Goal Oriented
- Self Starter
- Strong Interpersonal Skills
- Office Management
Timeline
Customer Experience Manager
Michaels Craft Store
07.2023 - Current
Office Assistant
Howell Family Chiropractic
02.2021 - 07.2023
Multi Store Manager
Family Video
05.2017 - 10.2020
Department Supervisor
Babies "R" Us
10.2010 - 04.2017
Business Owner
Home Interiors and Gifts, Avon, & Homemade Gourmet
03.2005 - 10.2010
Store Manager
Finley Fine Jewelry
01.2001 - 04.2005
No Degree - Business Management
Florissant Valley Community College
High School Diploma -
Hazelwood Central High School