Customer Service Program Manager
Resume:
Kelley Pinnick
Sustainability Professional with a strong ability to coordinate across teams, build relationships, and oversee program progress. In 2023, I took a break from my professional commitments to travel abroad with the intention of enhancing my proficiency in foreign languages.
United States
ad1b73@r.postjobfree.com
EXPERIENCE
True Essence Foods — SoChatti Tasting Room Associate
JULY 2023- Present
●Provide the best experience of our brand to all Tasting Room guests by developing relationships that promote sales and brand loyalty
●Support classes and private events with exceptional customer service that educates customers on the unique services and products offered
●Maintain a high level of understanding of innovative company sustainable food science technology solutions
ICF International Consulting — Associate Program Manager, Beneficial Electrification
JANUARY 2022- DECEMBER 2022
●Successfully led program implementation tasks for multiple utility make-ready EV infrastructure incentive programs
●Exceeded client’s expectations for qualifying and on-boarding leads ahead of schedule, leading to marketable use cases
●Increased program engagement by facilitating various meetings and providing accessible website content and interface
●Designed and created program materials and resources to communicate program activities and outcomes to stakeholders
Allstate — Customer Success Engineer
MARCH 2021 - AUGUST 2021
●Liaised between business partners and engineering teams to drive adoption and design of AI products and services
●Developed AI solution SOPs, user guides, and on-boarding best practices for partner business and technology teams
Allstate — Avail Carshare Launch Manager
AUGUST 2019 - MARCH 2021
●Collaborated with cross-functional teams to develop operational strategy and ensure successful launch across three markets
●Supervised and trained an Operations Associate along with field service vendors and developed SOPs and FAQs for on-boarding
●Collaborated with marketing team to launch a successful digital marketing campaign that increased website traffic
Zipcar — Locations & Partnerships Coordinator
JANUARY 2018 - AUGUST 2019
●Developed and managed partnerships with vendors resulting in improved customer service and service reliability
●Utilized GIS software to visualize fleet and location utilization data used for strategic planning and optimization
EDUCATION
DePaul University — MA in Sustainable Urban Development
AUGUST 2014 - JUNE 2016
Butler University — BA in Science, Technology, & Society with Honors
AUGUST 2010 - JUNE 2014
Butler University — BA in Spanish
AUGUST 2010 - JUNE 2014
INTERNSHIPS
American Planning Association — National Conference Assistant
DECEMBER 2016 - JUNE 2017
Regional Transportation Authority — Planning Intern
JUNE 2016 - DECEMBER 2016
Metropolitan Planning Council — Research Assistant
JANUARY 2016 - MAY 2016
SKILLS
Program Management
Implementation
Asana
SmartSheets
GIS
Salesforce
Customer Engagement
Client Relations
Content Creation
Marketing Campaigns
Launch Operations
Customer Service
Outreach
Illustrator
Learning Management
Microsoft Office
Urban Planning
LANGUAGES
English, Native
Spanish, Advanced
French, Beginner
CERTIFICATIONS
GIS Professional Certification, Michigan State University (In Progress)
Circular Economy: An Interdisciplinary Approach, University of Wageningen MOOC
Urban Design for the Public Good, TUDelft MOOC
Project Management Foundations in Communication, LinkedIn Learning
Project Management Foundations in Small Projects, LinkedIn Learning
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