Kelly R. Slom has over 20 years of experience in customer service, program development, and administrative roles. She has a proven track record of developing excellent customer relations, resolving conflicts, and reducing customer complaint calls by over 95%. Slom also has experience supervising call center representatives, developing customer education programs, and establishing policies and procedures. She currently works as an executive assistant and holds senior standing towards a degree in Recreation and Leisure Studies.

1. Kelly R. Slom
1208 Winter Springs Blvd. Winter Springs, FL 32708 (407) 754-6033 bikesandbeauty@gmail.com,
http://www.linkedin.com/in/kellyslom, Twitter@cyclemom29464
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Summary of Qualifications: Customer service supervisor with proven success in developing excellent customer relations
and resolving conflicts. Demonstrated ability to cohesively interact with state and local government and develop agency
policies and procedures. Extensive experience in education and recreation program development and creation,
implementation and management of multiple services for children and adults. Active leader in volunteer and non-profit
activities, including United Way and Relay for Life. Twenty plus years of administrative and clerical duties.
Experience
2012 – Present The Gartner Group – Executive Assistant to the Vice President (Part Time)
Winter Springs, Florida
 Inside Sales representative, customer service.
 Social media marketing manager. Instituted successful campaign establishing Dock Pro (A
subsidiary of The Gartner Group) as a leader in the Dock Manufacturing Industry. Acquired three
new product lines in the first quarter as well as several new performance customers via effective
marketing efforts.
 Established Dock Pro as a brand in the marina industry to promote growth above and beyond the
Dock Industry.
 Records management, coordinate travel schedule and calendars, data entry, reporting
2011-2012 Mount Pleasant Water Works – Contact Center Coordinator
Mount Pleasant, SC
 Reduced escalated customer complaint calls requiring management intervention by more than 95%
monthly through effective supervision of four call center representatives and implementation of
successful problem resolution process.
 Effective management of call center team and use of problem resolution process reduced customer
abandonment rate by more than 33%, to 4% monthly, below company goal.
 Developed customer education program via flyers and website posts to substantially reduce average
talk time of call center representatives.
 Expanded customer education process with new seasonal email marketing campaigns developed by
call center team providing money-saving water usage information.
 Established firm boundaries for late fee removal criteria, resulting in more than $11,000 in fee
revenue collected monthly.
 Enthusiastic liaison for MPW with local school districts and businesses, providing education on
water issues to students and professionals to effectively enhance community image of MPWW.
2006-2011 Mount Pleasant Water Works – Development Services Representative; Customer Service
Mount Pleasant, SC
 Customer account resolution. Receive escalated complaints to find an amicable resolution that meets
the needs of both the customer and the company.
 Set up all new accounts for both residential and commercial customers.
 Provide a high level of customer service, handle all walk in customers to include payment
arrangements, referrals to community action programs such as ECCO, account investigations, write
offs, bad debt and processing lien documents.
 Work with developers and engineers to process new Letters of Intents; explain and process legal
contracts and Delegated Review Plans to send to SCDHEC for permitting.
 Coordinate with the Town of Mount pleasant to issue building and operating permits for developers
and customers.
 Promoted to Contact Center Coordinator, July 2011
2001-2006 Beech Hill Elementary School Instructional Assistant, Dorchester II School District
Summerville, SC
 Increased literacy scores of first grade and second grade students via effective instruction planning.

2.  Utilized computer proficiency to create and maintain accurate records of assessment, instruction and
progress for each child.
2000-2001 Program Director, Happy Valley School
Phoenix, AZ
 Led previous money-losing daycare center to profit in excess of $100,000 through development and
implementation of effective programs, policies and procedures.
 Obtained state licensing and acted as government liaison to ensure compliance with state and local
regulations; set new pricing and budget guidelines to maximize profit potential.
 Hired and trained quality staff and developed child development-oriented curriculum.
 Managed all daily operations of the daycare program.
1998-2000 Early Childhood Program Site Coordinator, Madison School District
Phoenix, AZ
 Planned and directed all aspects of the preschool and school-aged child care programs, including
budget execution, staff training, program development and administration.
 Made positive program changes by evaluating and reassigning personnel.
 Developed quality employee training programs to recognize child abuse, build leadership skills and
improve curriculum.
 Obtained grants for families in crisis and developed Open Door Policy to address parental concerns.
1994-1997 Program Director, YMCA of Greater Sacramento
Sacramento, CA
 Increased participation in YMCA programs by 200% through development of improved relations
with area schools and implementation of improved services.
 Created activity-based and age-appropriate programming to attract new participants.
 Established excellent community relations and involved local professionals such as dentists, martial
arts instructors and tutors in YMCA programs.
 Planned and directed all aspects of the YMCA’s Faith Child Care Center and Summer Camp
program, including budget execution, staff training, program development and administration.
1992-1994 Activities Director, Country Club Manor
Sacramento, CA
 Created and directed individual and group social, physical and spiritual wellness programs for 130
senior citizen residents.
 Increased resident participation by tailoring programs to resident needs and wants.
1988-1992 Program Coordinator, YMCA of the Monterey Peninsula
Monterey, CA
 Recognized program need for teenagers and created/implemented activity-based teen club.
 Organized, executed and managed all aspects of summer camps and vacation day camps.
 Recruited quality volunteers and executed successful fundraising programs.
Education California State University, Sacramento
Recreation and Leisure Studies, Program Management
 Currently hold Senior standing; 3.5 cumulative grade point average.
Proficiency demonstrated in the following programs: CIS Infinity, Infinity Link, Shoreware Agent Manager, Shoreware
Contact Center Reports, Call Rex Client, ADP, Web-Extender, Share Point, Maximo, Crystal Reports, Constant Contact,
Microsoft Word, Excel, Publisher and Powerpoint, PIPES access based program, Geocortex IMF Launch, USEpay Secure
Merchant, Word Press, Audacity 1.3, ACT, Dynamacs, Facebook, Linked In, Go-Daddy, Delicious, Google Plus, Places,
Tablets, Smart Phones