Kelle Nilson Email & Phone Number

Houston, TX, US

United States

Houston, Texas Area

Houston, Texas

• Troubleshoot service and features for Visible, a new all app based mobile phone service
• Consistently in the top 3 out of 39 employees for chat responsiveness, best discovery questions, and excellent customer surveys

Austin, Texas Area

• Consulted customer users with offer and sales process, navigating service and site, improving first call resolution
• Coordinated with buyers and contractors to ensure profitability and efficiency and to increase volume
• Utilized high level problem-solving skills to resolve issues in a dynamic customer service role maximizing call time

Austin, Texas Area

• Evaluated needs and provided solutions to SMB advertisers for their Facebook Ads via online chat support
• Multi-tasked with efficiency between Facebook business products and managed workflow via an internal CRM system
• Utilized online resources to identify common errors to quickly provide a solution for ensure customer satisfaction
• Communicated expectations clearly to meet client’s specific needs

Austin, Texas Area

• Managed deactivation of services for direct and partner customers
• Facilitated migration of online email filtering and archiving service
• Liaison between collections, sales, and customers to resolve past due invoices avoiding suspension process
• Reconciled large partner accounts

Austin, Texas Area

• Processed purchase orders received in Kofax, an order management tool, for Apple products from Pre-K to Higher Education Institutions throughout the United States
• Verified authenticity of purchase orders received recognizing indicators of fraud and escalating to appropriate team for investigation
• Entered purchase orders into SAP using a Script tool for required information acquired from the purchase order, quote/proposal in CRM, and Educational Institutions websites
• Verified and applied discounts approved per SEA contracts
• Provided exceptional customer service and problem solving through first call resolution

Austin, Texas

• Developed consultative solutions for products available on the Apple Online Store
• Succeeded in motivating team to secure first place two months in a row
• Identified wants, determine a solution, recommend, close the sale by following the ACE model
• Prepared new sales orders into the appropriate system(s) with accuracy
• Presented the Apple experience to consumers in both the United States and Canada
• Created and managed pipeline of consumer call backs looking to place orders during Apple product launches for new Apple products

Austin, Texas Area

• Managed incoming calls within multiple departments for all Starwood properties worldwide with focus on the St. Regis, Luxury Collection, and W brands
• Coordinated liaison services for guests
• Built rapport with travel agents and Starwood Preferred Guest Platinum members to provide bespoke service while increasing guest retention
• Exceeded monthly performance goals while increasing new enrollment
• Completed weekly and monthly development learning courses on updated policy procedures, SPG member benefits, rate promotions, and property events

Austin, Texas Area

• Increased sales order volume by 25% of existing house accounts, 30% recurring sales from established client relationships, 45% cold calling through research to acquire new business and referrals
• Created t-shirt designs for client approval to be sold at events, tournaments, etc. building client’s brand and increasing sales for client by 50%
• Assisted production manager during first run of an order to determine accuracy
• Negotiated pricing and production time with suppliers increasing profits by 15% while meeting clients expected timeline
• Collaborated with suppliers on a client’s idea to create a custom product into production
• Retained a competitive edge by attending trade shows, industry specific education classes, and reading various industry periodicals

Austin, Texas Area

• Transformed clients with a decline in order volume, increasing sales by 35%
• Listened to client issues directing focus on current needs, increasing new order volume by 20%
• Researched apparel and promotional products online via ESP and Sage to provide new product ideas to clients with detailed cost analysis quotations
• Streamlined order process for clients with large events improving production timeline by 15%
• Increased sales volume for Keep Austin Weird merchandise at ACL Festival by 20%
• Maintained positive morale with coworkers by being available where needed to ensure accuracy and efficiency in completion of an order

Austin, Texas Area

• Contacted provided leads to determine office phone system needs
• Calculated savings analysis to show current costs with lands lines vs a VoIP system
• Reviewed budget for office phone needs and provided financial solutions
• Scheduled appointments to assist owner with presenting live VoIP system capabilities to office staff
• Assisted IT department with installation and instructional classes on how to set up VoIP automated system and phones
• Increased new business sales by 70%

Honolulu, HI

• Contacted provided leads regarding loan programs
• Asses prospective borrower’s needs, determine their interest in obtain ing a loan, and complete application over the phone
• Built rapport with travel agents, Starwood Preferred Guest Platinum members along with colleagues from hotel property providing bespoke service while increasing guest retention
• Pre-qualify borrower by determining the credit risk, the loan amount to estimated value of home, and debts to income ratio enrollments
• Established rapport with borrower’s from diverse backgrounds over the phone and in person from all Hawaiian islands
• Responsible for clearing all funding exceptions within recision period

Associate'S Degree Program, Visual Communications / Web Design

Visual Communications - Graphic and Web Design

Diploma, Word Processing

Activities and Societies: Future Business Leaders of America Word Processing and Art