Customer Experience and Operations Leader

Kinnley McNabb

Customer Success Client Services Customer Experience Leader

Knoxville, TN • 615-***-**** • *******.******@*****.***

Professional Summary

Customer-focused operations and service leader with nearly six years of progressive experience delivering exceptional client experiences, leading cross-functional teams, and resolving complex customer concerns. Earned two promotions from Maintenance Technician to Guest Service Specialist to Operations Manager. Led customer experience and operations for a resort portfolio of 125 accommodations, managed teams across three departments, hosted events with 120+ attendees, and helped maintain a 4.6-star Google rating. Seeking to bring proven relationship-building, leadership, and problem-solving skills to Customer Success, Client Services, or Customer Experience.

Career Progression

Four Corners Resort & Marina 2020–2026

Operations Manager (2022–2026) Promoted

Guest Service Specialist (2021–2022) Promoted

Maintenance Technician (2020–2021)

Selected Impact

Oversaw customer experience and daily operations across 125 accommodations: 112 RV sites, 3 fifth-wheel rentals, 2 tiny houses, and 8 floating cabins.

Led up to 10 employees across three departments, coordinating service delivery and operational priorities.

Planned and managed guest events with more than 120 attendees.

Focused on service recovery, responsiveness, and guest satisfaction while helping maintain a 4.6-star Google rating.

Customer Experience Leadership

Operations Manager Four Corners Resort & Marina Antioch, TN

Led daily resort operations and customer experience across 125 accommodations, ensuring consistent service from reservation through departure.

Managed and coached up to 10 employees across three departments, aligning teams around customer needs, service quality, and operational priorities.

Resolved escalated guest concerns with empathy, urgency, and sound judgment to strengthen satisfaction and customer loyalty.

Helped maintain a 4.6-star Google rating by prioritizing responsive service, effective issue resolution, and positive guest experiences.

Planned and executed guest events with 120+ attendees, coordinating teams and resources to deliver engaging customer experiences.

Managed budgets, purchasing, scheduling, vendors, contractors, and maintenance coordination while maintaining high service standards.

Partnered with sales and internal departments to support bookings, occupancy goals, and seamless service delivery.

Guest Service Specialist Four Corners Resort & Marina Antioch, TN

Managed reservations, billing questions, service requests, and guest communications across phone, email, and in-person channels.

Resolved customer concerns and coordinated with internal departments to deliver timely, effective solutions.

Built strong guest relationships through proactive communication, personalized service, and consistent follow-through.

Maintenance Technician Four Corners Resort & Marina Antioch, TN

Responded promptly to maintenance requests while providing professional, customer-focused service.

Supported safe, clean, and welcoming facilities that contributed to a positive overall guest experience.

Core Competencies

Customer Success • Customer Experience (CX) • Client Relations • Relationship Building • Customer Retention • Service Recovery • Conflict Resolution • Team Leadership • Employee Coaching • Cross-Functional Collaboration • Process Improvement • Communication • Problem Solving • Budget Management • CRM & Reservation Systems • Microsoft Office

Certifications

OSHA 10 Certification

OHM Certification

Propane Certification

Education

High School Diploma

Smyrna High School Smyrna, Tennessee

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