Kelley Segovia

Gittings Global, Houston, TX (Remote)

Customer Service Manager 

02/2015 — 08/2024

Managed team PTO, schedules, and performance to optimize productivity. Aligned cross-functional teams to meet client needs and foster collaboration. Streamlined onboarding and standardized procedures to improve efficiency. Reviewed and approved invoices for clients and photographers. Developed and documented operational procedures to enhance training. Facilitated inter-team communication, improving workflows and image quality.

• Orchestrated global scheduling for 100+ photographers, maintaining quality standards.
• Cultivated strong client relationships through proactive communication, driving satisfaction and retention.
• Onboarded and trained new clients on scheduling software for a seamless experience.
• Resolved onboarding challenges and system changes, boosting client confidence.
• Addressed client concerns proactively, enhancing satisfaction and retention.
• Recruited, mentored, and developed a high-performing Client Success team.
• Refined company-wide processes in partnership with Operations leadership.
• Delivered dedicated support to key accounts, strengthening long-term partnerships.
• Optimized billing, invoicing, and onboarding processes, decreasing errors and operational costs.

First Baptist Church of Bellville, Bellville, TX                                                                                                                                             05/2013 — 05/2014

Secretary

Oversaw daily office operations to maintain streamlined processes and meet deadlines. Scheduled and coordinated appointments, optimizing staff productivity. Prepared reports and correspondence with accuracy and clarity.

• Maintained organized records, simplifying document retrieval processes.
• Delivered exceptional customer service, strengthening relationships with congregation members.

Nature’s Necessities, LLC, Bellville, TX

Office Manager

03/2012 — 05/2013

Independently managed all office operations, ensuring seamless daily functions, while owners focused on external commitments. Oversaw accounts payable and accounts receivable, scheduling, hiring, and logistics, including tracking fleet routes and optimizing efficiency.

• Optimized route efficiency and enhanced customer satisfaction by coordinating service truck scheduling.
• Minimized document retrieval time and boosted administrative efficiency through execution of filing system.
• Served as primary point of contact for customers, handling inquiries, resolving conflicts, and addressing complaints to maintain high customer satisfaction.
• Investigated and uncovered fraudulent activity by a driver, identifying inconsistencies in billing, securing surveillance evidence, filing a police report, and testifying in court.
• Maintained strict financial oversight, implementing fraud detection measures that safeguarded company assets.

Gittings Legal (aka Gittings Global), Houston, TX (Remote)

Project Coordinator

06/2011 — 12/2011

Established strong client relationships by providing exceptional service and proactive problem-solving. Analyzed operational workflows to identify inefficiencies and implement process improvements. Generated detailed reports on project progress, financial performance, and resource utilization to support strategic decision-making.

• Successfully captured 1,000+ attorneys worldwide through effective management of international assignment with five photographers.
• Enhanced interdepartmental collaboration by implementing new tools and clear communication strategies, ensuring timely project completion.
• Safeguarded corporate and client data by strictly adhering to confidentiality and security protocols.

Additional Experience

Bookkeeper, Self-employed, Montgomery, TX

Substitute Trustee, McCarthy Companies, Remote

Pre-school Teacher, St. Mary's Episcopal Day School, Bellville, TX

Executive Studio Manager, Gittings & Lorfing (aka Gittings Global), Houston, TX

Executive Assistant to the President, Tondu Energy Systems, Inc., Houston, TX