Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Brittany Kelch

Bloomington

Summary

Dynamic professional with extensive experience at MetroNet, excelling in financial reporting and customer service excellence. Proven track record in driving sales and enhancing team performance through effective training and process improvements. Skilled in budgeting and conflict resolution, consistently achieving high customer satisfaction and operational efficiency.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Regional Market Supervisor

MetroNet
Bloomington
07.2021 - Current
  • Managed 11 MetroNet storefront locations across Illinois, Iowa, and Indiana.

Led a team of 30 Care Account Executives and 1 Team Lead to achieve customer satisfaction.

  • Hired, trained, and supervised call center agents to enhance performance.
  • Analyzed data for identifying process improvement opportunities.
  • Reviewed department budget to uncover cost-saving measures.
  • Handled escalated customer issues to maintain loyalty and retention.
  • Drove sales through effective product knowledge training and suggestive selling techniques.

* Composed shift schedules and processed payroll efficiently.

District Manager

The Ultimate Tan
Bloomington
01.2021 - 06.2021
  • Recruited and trained Store Managers to enhance operational effectiveness.
  • Rectified store performance issues through targeted interventions.
  • Oversaw day-to-day operations to ensure seamless functioning.
  • Conducted daily counts for accurate financial reporting.
  • Drove sales by consulting with clients on product and service offerings.
  • Ensured exceptional customer experiences at all times.
  • Developed district-wide sales strategies to boost revenue and market share.
  • Managed marketing, advertising, inventory, and customer relations effectively.

Office Manager/Project Manager

St. Luke Union
Bloomington
08.2020 - 01.2021
  • Organized meetings and maintained databases for efficient information flow.
  • Planned company events and conferences to enhance employee engagement.
  • Created and implemented innovative marketing strategies to boost brand visibility.
  • Handled correspondence, complaints, and inquiries to ensure client satisfaction.
  • Ordered office supplies to maintain optimal inventory levels.
  • Prepared letters, presentations, and reports for executive review.
  • Supervised staff and volunteers to ensure adherence to organizational standards.
  • Liaised with suppliers and clients to facilitate smooth operations.

Assistant Property Manager

Monarch Investment and Management Group
Bloomington
02.2019 - 06.2020
  • Focused on renewals while supporting finance, leasing, marketing, and community relations.
  • Negotiated rental terms with applicants to ensure compliance with company policy.
  • Processed applications from prospective tenants, verifying credit history and employment status.
  • Collected first month's rent and security deposit prior to move-in date.
  • Conducted regular property inspections to identify necessary repairs or improvements.
  • Organized community events to enhance relationships among residents.
  • Provided administrative support for property manager, including filing and scheduling meetings.
  • Resolved tenant complaints regarding maintenance issues promptly.

Finance Manager

Children's Center for Dentistry
Bloomington
02.2018 - 02.2019
  • Computerized, verified, classified, and recorded numerical data for financial record maintenance.
  • Coordinated effectively with insurance companies to manage claims processing.
  • Collected outstanding payments and insurance reimbursements to enhance cash flow.
  • Provided expert guidance on accounting issues for new business initiatives.
  • Collaborated with departments on budgeting matters to align financial strategies.
  • Worked with external auditors to ensure compliance with regulatory requirements.
  • Maintained accounts payable and receivable records for timely payment execution.
  • Identified cost-saving opportunities through process improvements and automation initiatives.

Insurance and Billing Manager

Hume Dental Associates
Bloomington
06.2016 - 02.2018
  • Processed insurance claims and payments electronically to enhance operational efficiency.
  • Reviewed patient records to verify insurance eligibility and minimize claim rejections.
  • Managed daily balancing of spreadsheets and deposits to ensure accurate financial reporting.
  • Handled patient payments via checks, credit cards, and cash transactions efficiently.
  • Coordinated customer interactions both in person and over the phone to address inquiries.
  • Scheduled appointments for all employees, optimizing time management across the office.
  • Organized patient charts and appointments to streamline office operations.
  • Resolved billing disputes with customers promptly to maintain satisfaction.

Property Manager/Leasing Manager

Virtuoso LLC
05.2012 - 08.2017
  • Resolved all customer complaints swiftly, ensuring adherence to company policies and prioritizing satisfaction.
  • Managed maintenance team schedules and payroll efficiently.
  • Collected rent and deposits from tenants in a timely manner.
  • Handled tenant communications promptly, maintaining professionalism and courtesy.
  • Monitored market trends to establish competitive pricing for managed units.
  • Fostered positive work environment by treating employees and tenants with respect.
  • Provided mentorship to junior team members, supporting their professional growth.
  • Collaborated with owner on unit renovations to enhance property value.

Co-Manager/Manager

LIME Learning Center
Bloomington
12.2012 - 04.2017
  • Trained new teachers each quarter.
  • Answered all customer phone calls in a professional manner.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Opened and closed the center.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Scheduled teachers, other staff, and students.
  • Prepared lesson plans for over 100 students in both Math and English.
  • Provided lessons for up to 5 students per teacher in an hour class period.
  • Prepared and administrated diagnostic testing for new students.
  • Conducted interviews for new employees.
  • Ordered and stocked new books and inventory.

Lead Teacher/Supervisor

A Shining Star Learning Center
Normal
01.2015 - 05.2016
  • Managed daily operations of infant room, ensuring smooth opening and closing procedures.
  • Designed and organized lesson plans for twelve infants and two Assistant Teachers.
  • Developed sensory and motor skills in infants while addressing individual needs.
  • Implemented effective classroom management techniques to maintain a conducive learning environment.
  • Collaborated with school staff to provide safe, supportive educational experiences.
  • Ensured state standards compliance by integrating them into lesson plans.
  • Monitored instructional quality through regular observations and constructive feedback.
  • Facilitated meetings with parents to discuss student progress and behavioral concerns.

Sales Manager

Victoria's Secret
Bloomington
10.2011 - 05.2013
  • Cultivated customer-focused shopping environment through friendly greetings and responsive service.
  • Maintained high merchandising standards for window displays, sales floors, and promotional setups.
  • Managed daily operations of sales department, supervising staff to enhance performance.
  • Resolved customer complaints professionally, prioritizing satisfaction and loyalty.
  • Welcomed customers into store and assisted in locating items efficiently.
  • Stocked and replenished merchandise according to established layouts for optimal presentation.
  • Analyzed customer behavior data to identify trends and develop targeted plans.
  • Trained and mentored junior sales personnel to ensure operational success.

Executive Office Assistant/Leasing Manager

Class Act Realty
Normal
06.2011 - 01.2013
  • Invoiced maintenance work and collected monthly rent payments.
  • Managed electronic and paper filing systems, ensuring accurate record updates.
  • Conducted collection calls to follow up on outstanding payments.
  • Prepared schedules and coordinated appointments for Leasing Agents.
  • Researched industry trends to support product and service offerings.
  • Proofread documents to ensure content accuracy prior to submission.
  • Assisted with onboarding new employees through training materials and orientations.
  • Organized and maintained office cleanliness for optimal efficiency.

Education

Associate - Business

Heartland Community College
01.2013

High School Diploma -

Normal Community High School
01.2011

CMP -

Penn State

Skills

  • Financial reporting and analysis
  • Payroll management
  • Profit and loss statements
  • Accounts receivable and payable
  • Market research
  • Bookkeeping and accounting
  • Marketing strategies
  • Property leasing and management
  • Yardi software proficiency
  • General ledger accounting
  • Human resources management
  • Conflict resolution skills
  • Office administration
  • Microsoft Office suite proficiency
  • Schedule management and planning
  • Event coordination
  • Fair housing compliance
  • Tax preparation experience
  • Organizational skills
  • Budgeting and financial planning
  • Sales management strategies
  • Customer service excellence
  • Process improvement initiatives
  • Performance evaluation techniques
  • Inventory control systems
  • Employee training and development

Certification

  • Certified Management Professional, 04/01/15, Present
  • CPR
  • Food Safety Manager

Languages

Spanish
Limited

Accomplishments

  • Metronet RCS Best ENPS- November 2024
  • Metronet RCS Best Team FCR- November 2024

Timeline

Regional Market Supervisor

MetroNet
07.2021 - Current

District Manager

The Ultimate Tan
01.2021 - 06.2021

Office Manager/Project Manager

St. Luke Union
08.2020 - 01.2021

Assistant Property Manager

Monarch Investment and Management Group
02.2019 - 06.2020

Finance Manager

Children's Center for Dentistry
02.2018 - 02.2019

Insurance and Billing Manager

Hume Dental Associates
06.2016 - 02.2018

Lead Teacher/Supervisor

A Shining Star Learning Center
01.2015 - 05.2016

Co-Manager/Manager

LIME Learning Center
12.2012 - 04.2017

Property Manager/Leasing Manager

Virtuoso LLC
05.2012 - 08.2017

Sales Manager

Victoria's Secret
10.2011 - 05.2013

Executive Office Assistant/Leasing Manager

Class Act Realty
06.2011 - 01.2013

Associate - Business

Heartland Community College

High School Diploma -

Normal Community High School

CMP -

Penn State
Brittany Kelch