Administration, Customer Service Lead

Kimberly Oliver

Greater Seattle Area, Washington 206-***-**** ********@*****.*** www.linkedin.com/in/Kimberly-M- Oliver

Seasoned guest experience professional with a strong track record in one-on-one client interactions and leading teams to excel in reliability, guest satisfaction, and the promotion of products and services. Recognized for integrity, leadership, a strong work ethic, self-motivation, and adaptability. AREAS OF EXPERTISE

• Effective Communication & Cross-Functional Collaboration

• Talent Acquisition, Onboarding, and Continuous Employee Development

• Customer Engagement and Relationship Building

• Problem-Solving and Efficiency Optimization

• Accountability and Ownership of Responsibilities

• Strong Desire for Continuous Learning and Growth REI, INC., Kent, WA (remote since 2020) Sept 2016 – Present Experiences Sales Lead – August 2024 – Present

• Leverages critical thinking, creativity, and problem-solving skills to deliver innovative solutions and achieve positive outcomes.

• Skillfully addresses customer escalations with empathy, sound judgment, and tact to resolve issues, foster trust, and enhance customer loyalty.

• Assumes leadership responsibilities and effectively performs supervisory duties in the Supervisor's absence to ensure seamless operations

• Collaborate with the Sales Supervisor to facilitate the hiring process and provide comprehensive training for new sales team members.

• Assesses training needs to ensure staff acquire and retain essential skills for optimal performance

• Oversee employee compliance with legal regulations and operational standards to maintain adherence and mitigate risks.

• Analyzes and monitors trends, reports issues, and provides feedback to drive continuous improvement initiatives.

• Maintains expert-level product knowledge to effectively support staff and address customer inquiries with confidence.

• Develop, updates, and implement Standard Operating Procedures to optimize the performance of the REI Experiences Sales Team.

• Organizes and manages business travel arrangements efficiently, ensuring all logistical details are handled accurately.

• Manage calendars by prioritizing company objectives while accommodating team requests to ensure timely project completion.

Adventure Travel Sales Specialist – May 2021 – August 2024

• Sells and promotes a diverse portfolio of 140 travel experiences across the U.S., driving customer engagement and sales growth.

• Leverages Salesforce and 9 Interactive Agent Reports to analyze data and optimize sales strategies for maximum revenue growth.

• Monitors and responds to customer inquiries via Live Chat, providing timely and accurate assistance to enhance customer satisfaction.

• Sold additional products, including travel insurance and gear rentals, to enhance customer experience and increase revenue.

• Supports REI Adventures promotions with firsthand knowledge of marketing initiatives, events, and in-store classes and clinics related to REI Adventures and REI Outdoor Programs.

• Provides backup support for the Customer Service team, ensuring seamless operations and prompt resolution of customer inquiries.

• Nominated twice for the prestigious Anderson Award in recognition of upholding REI values. Adventure Travel Sales Specialist – Jan 2019 – Apr 2020

• Sold and promoted 160 trips across all 7 continents, driving global sales and customer engagement.

• Utilized Salesforce and 9 Interactive Agent Reports to analyze data and maximize sales performance.

• Sold and upsold add-ons including trip extensions, travel insurance, gear rentals, and hotel reservations to enhance customer experience.

• Assisted in delivering both trip and sales training to ensure team knowledge and performance excellence.

• Supported all REI Adventures promotions, maintaining firsthand knowledge of marketing strategies, events, and in-store classes and clinics related to REI Adventures and REI Outdoor Programs.

• Coordinated airline schedules for current and new trips to ensure smooth operations.

• Provided backup support for the Customer Service team, contributing to effective issue resolution and customer satisfaction.

• Collaborated with team members to streamline the sign-up process for cruise travelers, ensuring a seamless customer experience

Sales & Customer Service Specialist – Sept 2016 – Jan 2019, Aug 2020 – May 2021

• Processed orders, updated member records, and addressed general product and service inquiries to support customer needs.

• Promoted REI membership benefits, sold memberships to customers, and encouraged the use of the REI credit card to enhance member engagement.

• Responded to escalated customer issues with sound judgment, tact, and discretion, ensuring resolution in a way that positively reflects REI and fosters customer retention.

• Developed and maintained deep knowledge of products, policies, procedures, and sales/service techniques to deliver exceptional customer experiences.

• Leveraged available tools and effective sales techniques to maximize both sales and service quality.

• Served as the primary point of contact for all customer inquiries, handling 40 daily emails, 50 calls, and 30 online chats, while managing international sales, shipping, retail, and internal inquiries.

• Worked in the Operations Department, overseeing and guiding staff to ensure effective management of calls, chats, and emails from valued members.

• Coached team members on effective strategies for managing challenging customer situations, promoting positive outcomes as part of the Customer Support backup team. Extended Stay America Tacoma, WA Sept 2015 – Aug 2016 General Manager

• Oversaw and managed property operations to ensure optimal performance and continuous improvement in key performance indicators (KPIs) including social media engagement, Medallia, Star Report, Reach for Rewards

(Sales), and P&L.

• Coordinated and directed daily hotel operations, leading staff to achieve profitability and efficiency while upholding company standards and ensuring 100% guest satisfaction. Marine Maritime Services, Seatac, WA Jul 2013 – Aug 2015 HR international/Crew Coordinator

• Researched, hired, and processed crew for multiple vessels, managing crew schedules and rotations to ensure smooth operations.

• Coordinated logistics for crew travel to/from vessels, ensuring all required documents and visas were in place for cost-effective travel.

• Maintained communication with consulates to facilitate timely work visa acquisition for crew members.

• Executed Flag State applications for crew and ensured accurate updates and maintenance of the NS5 database.

• Managed payroll processing while adhering to ISO and MLC guidelines for compliance and efficiency.

• Served as the HR Generalist for Singapore Office personnel, handling various human resources tasks and support.

Allen Marine Tours and dba Alaskan Dream Cruises Jan 2011 – Feb 2012 Director of Hotel Operations & Guest Programs Sitka Division (January 2011 – February 2012)

• Developed and implemented all hotel operations and guest programs, overseeing the entire guest experience from arrival in Sitka to departure, ensuring seamless and exceptional service.

• Established food and beverage (F&B) brand standards, managed purchasing, delivery, and service, and monitored vessels to ensure cost-effective ordering and budgeting.

• Fostered long-lasting relationships with vendors to successfully execute shore excursions, enhancing the guest experience and operational efficiency.

Retail Supply Manager, Juneau Division (Mar 2012 – Sept 2012)

• Developed and managed the retail supply chain for 12 vessels in day boat tour operations and 2 vessels in the Alaska Dream Cruises division, ensuring smooth and efficient operations.

• Communicated objectives to key personnel in procurement, logistics, and distribution, negotiating contracts with vendors to reduce costs and maximize operational efficiency.

• Established policies and procedures for the retail supply chain and created a budget workbook to track costs and sales for the Juneau division fleet.

Cruise West, Seattle, WA Jan 2007 – Sept 2010

Sr. Manager of Hotel Operations

• Led the development and delivery of hotel services onboard vessels, coaching hotel managers and Seattle operations staff throughout the year to maintain high service standards.

• Ensured vessels adhered to corporate brand standards in guest satisfaction, hotel budgeting, and staffing, driving operational excellence.

• Collaborated closely with guest programs and product development managers to consistently achieve maximum guest satisfaction.

Quality Assurance/Guest Relations Manager

• Managed guest relations by responding to all correspondence, inquiries, complaints, and praise with a highly personalized approach, ensuring a positive experience.

• Maintained a detailed record of guest issues, concerns, and requests, serving as the on-call contact for guest- related issues during tours and acting as a liaison in case of emergencies. Hotel Manager

• Supervised hotel staff onboard vessels, ensuring adherence to CDC/FDA health standards and company brand guidelines for optimal service and safety.

• Collaborated with the captain to maintain high levels of crew training, safety awareness, and morale, fostering a positive and efficient work environment.

• Managed the shore-based transportation manager and supported the HR department by sourcing potential onboard crew members through online recruitment efforts. Accomplishments

• Identified a glitch in the POS program and alerted the accounting team, preventing a potential loss of approximately $52,000 in one week across a fleet of 9 ships.

• Honored with the "Our Bear Cares" award twice in recognition of outstanding contributions and dedication.

• Nominated twice at REI for the Anderson Award. A peer nominated award for upholding the values at REI. EDUCATION & PROFESSIONAL DEVELOPMENT

• Bellevue College – Continuing Education

TECHNICAL SKILLS

• 10+ years’ experience in Microsoft Office Suite

• Avaya

• Salesforce

• Oracle

• NS5

References upon request

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