Kelly Wilsky Email & Phone Number

New York, United States

New York, New York, United States

New York, New York, United States

-Deliver efficient, empathetic, and mission-driven responses to a growing base of 1.5M+ app users and 6K+ partner stores via email, phone, App Store, and live chat-Maintained a CSAT of 74 in 2021 and averaged 82 daily closed tickets once fully trained-Analyze and present weekly Customer Care KPIs-Channel customer voice and KPI-driven feedback to other departments (Tech, Sales, Partner Management, Marketing) to help improve UX and internal processes-Collaborate with Global Success team on high-impact projects-Assisted with reviewing case studies, interviewing candidates, and submitting scorecards during a period of hyper-growth, allowing the Customer Care team to grow from two to nine members-Coordinated two three-week onboarding schedules for seven new Customer Care hires, led training modules and quality checks, and mentored teammates-Created resource documents and trained cross-departmental staff on responding to support tickets during three company-wide Customer Care events-Founding member of the Success Team’s Happiness Committee, tasked with celebrating teammates’ milestones and organizing regular team-building events-Co-won the “We Care” value award at the US branch's anniversary celebration

New York, United States

-Fostered relationships and liaised with international suppliers and 75+ ultra-high-net-worth clients to craft bespoke luxury itineraries -Coordinated all trip planning logistics, anticipated issues, and implemented creative solutions to ensure customer success-Generated $750K+ of annual revenue as one of the company's top three highest-grossing teams-Successfully fielded health and safety questions, cancellations, and re-bookings during the COVID-19 pandemic without losing a single customer or supplier relationship-Managed revenue, client spending, and client profile details in Salesforce-Owned all accounting responsibilities, including pricing sheets, invoices, expense reports, and reconciling in-house payments

Greater New York City Area

-Fulfilled lifestyle, leisure, and travel requests for an international membership base of ultra-high-net-worth individuals via phone, email, and SMS in both English and French-Served as the lead point of contact on five corporate accounts, personally onboarding and overseeing a roster of 30 clients-Liaised with international colleagues, in-house specialists, and outside suppliers to execute clients’ requests-Managed all logistical needs, including tracking clients’ expenses, confirming reservations, and creating detailed itineraries-Logged all communications and request details using New Voice Media telephony and Salesforce and helped successfully train new colleagues on this software

Oxford, United Kingdom

-Managed the front desk and online reservation system, handled all check-in/check-out procedures, and reconciled in-house funds

Paris, France

-Led groups of up to 15 French middle school students in activities and lessons designed to introduce new English vocabulary and American culture topics

Austin, Texas, United States