Kelly Chancy

I’m an Operations & customer experience leader who turns service friction into retention and upsells into revenue, including $15,000+ generated monthly in a single role. I build and coach teams of up to 25, and I keep cross-functional operations running smoothly under pressure.

In my Guest Experience & Service Manager role, I generated $15,000+ in monthly upsell revenue and consistently ranked among top performers in revenue generation—aligned to sales/retention quota performance in CX roles. I led daily operations across 170–200 room properties, owning end-to-end service delivery and complex issue resolution.

I’m a true service recovery specialist: I served as the primary escalation point for service recovery, protecting customer retention and brand reputation while resolving high-stakes concerns. I also coach and onboard new hires on service standards to strengthen ramp speed and team performance, building lasting relationships with repeat and VIP customers.

I’m targeting a remote Customer Success, Account Management, or Operations Management role where that combination drives measurable results. I adapt fast to new platforms—I’ve onboarded onto multiple hotel PMS and e-commerce systems—and I’m currently working toward a Salesforce Certified Administrator certification (expected August 2026).