Customer Service Data Entry
Resume:
Kelly Mast Rosky
***********@*****.*** • 828-***-****
linkedin.com/in/kellymastrosky • Hendersonville, NC Driven, dynamic leader with a passion for ensuring exceptional experiences across all aspects of customer service and engagement.
Proven talent for cultivating lasting, loyal relationships with customers and stakeholders alike through personalized engagement and support. Demonstrated capacity for shaping and heading top-performing teams, mentoring staff in exemplary service and communication standards. Strong reputation for expert project and operational management, coordinating complex initiatives within high-volume, fast-paced environments to ensure success. Areas of Expertise
• Customer Service Excellence
• Brand Alignment & Presentation
• Experience Management
• Database Management & Analytics
• Fund- & Friend-Raising Initiatives
• Donor Relations & Activities
• Retail & Sales Leadership
• Team Development & Upskilling
• Strategic Direction
Career Experience
Dillard’s, Asheville Mall 2021 – Present
Business Manager, Home Store
Govern store and business operations, leading a high-performing staff in the delivery of exceptional retail experiences. Coordinate team schedules, mentoring and motivating staff to achieve sales targets. Shape stellar shopping experiences within a fast-paced environment, managing all customer touchpoints from initial greeting to promotions and transactions.
• Consult with clients to develop personalized, total-room design plans, creating spaces that reflect their lives, needs, and style goals.
• Leverage tremendous knowledge of a vast array of products to complement client samples, earning lasting loyalty and exceptional satisfaction by ensuring the delivery of unique design solutions.
• Oversee the full scope of sales activities including inventory, merchandising, sales promotions, and sales reporting. Love a Child, Inc., Hendersonville, NC 2020 – 2021 Database Specialist
Maintained optimal data quality and management across all international donor datasets, including gifts, address management, and biographical data. Conducted data entry evaluation and analytics to generate key insights into donor program performance.
• Executed weekly and monthly data entry assessments to validate user data quality and accuracy.
• Analyzed monthly giving statistics to generate reports for stakeholder information. Williams Sonoma, Inc, Hendersonville, NC 2020 – 2020 Customer Service Representative
Ensured stellar, brand-aligned customer experiences, serving as brand representative in customer engagements.
• Maintained world-class service standards, earning consistent 5-Star customer ratings as measured with the Williams Sonoma ratings service.
Dillard’s, Asheville, NC 2020 – 2020
Sales Associate
Liaised with diverse customers to provide positive experiences, personal consultation, and hands-on product recommendations. Governed inventory, merchandising, and store set installations to maintain alignment with brand presentation.
• Consulted with customers to identify needs and provide recommendations, earning lasting customer loyalty. Ann Taylor Factory, Asheville, NC 2017 – 2020
Sales Lead
P a g e 2 3
Engaged customers to build and grow sales, managing the full range of customer touchpoints, from initial greeting to personalized clothing item advice and recommendation. Expertly sales trend analysis and reporting, inventory and merchandising management, and team training and development, ensuring streamlined operations across all retail functions.
• Earned rapid promotion to Sales Lead within three months in recognition of exemplary customer service and experience.
• Guided customers in the selection of clothing items, providing recommendations on style and fit based on unique needs. Four Seasons Foundation, Hendersonville, NC 2018 – 2019 Donor Relations Manager
Supported donor relations and operations, managing gift reception, recording, and acknowledgement as well as volunteer coordination to maintain streamlined function across all internal processes.
• Utilized Raiser’s Edge database for data entry, interpretation, and reporting, generating analyses and statistics for ongoing program development.
• Designed and launched events, leading dynamic fund- and friend-raising initiatives to grow organizational support and elevate donor engagement.
Pediatric Brain Tumor Foundation, Asheville, NC 2016 – 2017 Database Coordinator
Headed nationwide gift entry, providing leadership across all satellite offices and events. Leveraged Raiser’s Edge, Luminate, and ImportOMatic tools to maintain oversight of all gift entry data, establishing standardized processes to unify nationwide efforts.
• Strategically upskilled employees, leading and facilitating software utilization training to optimize performance. Mission Foundation, Asheville, NC 2014 – 2015
Application Specialist
Managed database application, driving continuous improvement to effectiveness and efficiency across the western North Carolina region, overseeing high volumes complex financial data with stellar accuracy. Conducted intensive analyses, generating reports, statistics, and metrics for leadership insight.
• Served as the primary liaison between foundations and finance department, managing the acceptance, entry, and balancing of all gifts and donations.
• Guided impactful employee software application training, ensuring readiness to meet current and future needs. Good Done Great, Asheville 2012 – 2013
Project Manager
Steered crucial project operations, overseeing the end-to-end project lifecycle of up to 15 concurrent initiatives. Partnered with clients to evaluate existing practices, workflows, and risks, identifying key project parameters and deliverables. Directed a team of five technical analysts, driving the creation and delivery of exceptional client solutions.
• Inherited and turned around multiple highly challenging projects, driving successful execution to secure client satisfaction and loyalty.
• Provided motivational, inspiring leadership, galvanizing team engagement and loyalty through leadership by example. Montreat College, Montreat, NC 2009 – 2014
Director of Advancement Services
Executed the full scope of departmental project management database administration and utilization. Led database reviews, balancing financial records with general ledger for accuracy. Developed mailing lists, status and financial reports, and data updates, establishing operational processes to maintain streamlined function.
• Spearheaded a major policy and procedure overhaul, reinventing organizational processes for optimization.
• Designed gift policy manual, providing mandate-compliance standards and references for donor or staff inquiries.
• Mentored team in effective fundraising practices, including software and data entry, to ensure value generation.
• Initiated and implemented an all-new tracking system for endowment auditing in compliance with donor intent and scholarship designations.
North Carolina Outward Bound, Asheville, NC 2002 – 2009 Development Administrator
Facilitated high-value development and engagement, leading complex project and project material developments, database projects, and event initiatives. Managed program databases, overseeing data entry and comprehensive reporting processes to deliver insights into status, mailing lists, and analytical statistics across multiple departments. Generated multi-year reports, demonstrating long-term scholarship and endowment trends to inform leadership decision-making. P a g e 3 3
• Captained fund- and friend-raising event development and coordination, fostering an engaged, valuable donor pool.
• Designed custom infrastructure to support gift tracking, building timeline, project, and source tracking tools to elevate data utilization.
• Assured financial stability, creating annual revenue budgets and overseeing contribution account reconciliations. Carolina Youth Development Center, Charleston, SC 2001 – 2002 Capital Campaign Manager
Directed all operations across the $4M Capital Campaign fundraising initiative, partnering cross-functionally with Campaign Council, volunteers, and staff, as well as chairs, leadership, Board, and solicitors to ensure cohesive, effective execution.
• Established comprehensive Campaign infrastructure, standardizing timeline, stakeholders, and documentation processes for unified operations.
• Propelled operational improvements, enhancing efficiency through automation and process streamlining.
• Rationalized information flow processes, driving continued efficiency gains to maximize value. Blackbaud, Charleston, SC 1996 – 2001
Product Coordinator
Liaised between teams to ensure streamlined, efficient software enhancement and release efforts, collaborating with Project Management to steer communication and solution design activities. Defined company-wide implementation roadmap, embedding and monitoring rollout milestones, post-release analyses, and ongoing change initiatives.
• Delivered expert training and education to staff and clients, traveling nationwide to provide software consultation, instruction, customization, and issue resolution, earning lasting client satisfaction as well as fast-track promotion to supervisor of the customer support analyst team.
• Recruited and coached new staff, building a team culture of expertise and excellence to maximize performance capabilities.
• Authored vital beta surveys, website proposals, software release documents, and communication plan maintaining close communication with clients and prospects on emerging changes and opportunities.
• Cultivated a reputation for stellar project management, continuously turning around failing or challenged projects to recapture customer loyalty and engagement.
Education
Bachelor of Arts
Editor in Chief, Atlantis Literary Journal Chair, Student Media Board University of North Carolina at Wilmington
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