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Victoria Kellett

Onboarding Coordinator

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  • LevelJunior
  • LocationCambridge, United Kingdom
  • AvailabilityLocked Pro Plan feature
  • ProfessionsCustomer Services Representative - Account Coordinator

About me

As a graduate from a Liberal Arts university with a degree in Art History, I have been gaining valuable experience in client-facing roles with companies renowned for their customer service such as MINDBODY Online and Starbucks. During my time with MINDBODY, I have developed and assumed a new employee wellness coordination function, expanded my role in a remote office to incorporate account management, and designed programs to improve inter-departmental communications. I am looking to relocate and secure a position in a multicultural environment where I can bring my passion for people, further develop my current skill set, and increase my role, responsibility, and managerial experience.

Skills

  • Leadership
  • Training
  • Communication
  • IT Literacy
  • Customer Service
  • Teamwork
  • Time Management
  • Salesforce
  • Organization
  • Microsoft Suite

Work history

Currently

Customer Services Representative

MINDBODY Inc

Dec 2014
  • Wyboston, UK
  • Full Time
  • First and main point of contact for new EMEA clients ensuring that training is booked and administrative site work is complete prior to beginning software set-up training with the Onboarding Specialist. Provide support to the company by completing additional tasks that occur, utilizing multiple software platforms including SalesForce, Zendesk, and Service Cloud. Develop existing clients’ onboarding processes and align systems/ eliminate discrepancies using superior customer service skills and effective communication through professional face- to-face interactions, excellent telephone manners, and efficient email communications ensuring a smooth transition to MINDBODY. ● Created new position for, and led wellness activities as, Wellness Ambassador in addition to my regular work by staging activities to increase team involvement and spirit, resulting in record-breaking collaboration for breast cancer awareness week ● Forged ties with London sales office with a team survey and weekly newsletter for symbiotic teams, creating a greater understanding and cooperation between the two ● Spearheaded project on tracking and cleaning up Salesforce accounts for all active EMEA clients ● Customized and managed new training for individual agents and teams of 30 through classroom presentations, induction training, one-on-one coaching, and side -by-side shadowing ● Analysed and improved training materials, resulting in streamlined processes and a shortened training period for new agents ● Organized and conducted remote training using screen-sharing applications ● Strengthened communications and teamwork through communiques and leading/designing team-building exercises ● Accuracy and attention to detail in everyday administrative software tasks across multiple software and data platforms including, but not limited to: Microsoft Excel, MINDBODY online, Salesforce, Service Cloud, and Zendesk ● Daily user of Microsoft Office suite, including Word, PowerPoint, and SharePoint ● Proficient user of Salesforce and Service Cloud, as well as Zendesk and Incontact ● PCI compliance and data management ● Type speed of 358 CPM and 75 WPM

2014

Customer Services Representative

Starbucks

Jul 2012 - Nov 2014
  • San Luis Obispo, CA, USA
  • Full Time
  • Deliver passion and world class customer service, as well as the perfect beverage every time, while driving sales and profitability targets. ● Adapted to new foreign location; adjusted to new currency, menu items, and store processes and policies ● Fostered positive relationships with clientele to increase regular customer base and client satisfaction ● Managed and designed promotional signage to increase customer involvement and drive sales during peak seasons

Education

2014

Christie’s Education Art Market Access Course

Christie's

Sep 2014 - Sep 2014
  • London, United Kingdom
  • ● Participated in workshops and lectures on aspects of the world of art, including on-site training at museums, galleries, primary and secondary markets ● Corresponded with artists and writers in regards to art fairs and exhibitions ● Met speakers from the auction rooms at Christie’s, King Street and visited galleries, artists’ studios, and museum restoration studios

2012

BA

University of Redlands

Aug 2008 - May 2012
  • Redlands, CA, USA
  • Bachelor of Arts: Art History ● IES Abroad study term London UK, Spring 2011 ● Four term work-study job at campus cafe ● Thesis subject: “Bram Stoker’s Dracula and the role of costume design in character development”