Keely Locke

Experience

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  Starwood Hotels & Resorts Worldwide, Inc.

  Jan 1996 - Apr 2002

  • Maintained detailed hotel information on Starwood.com and Travelweb.com• Edited copy submitted by hotels for the corporate website before uploading• Monitored and managed all escalated customer feedback regarding our website• Managed and participated in special projects and met all team objectives• Created and edited process documents and other materials for training and reference within the department• Responsible for editing and compiling information for the department’s Monthly Report Newsletter• Hosted visiting hotels to give them an overview of the departments and websites• Promoted awareness of Starwood’s Internet presence by developing and conducting new-hire training presentations and maintaining the office intranet Show less

  • Internet Information Coordinator

    May 1998 - Apr 2002

  • Corporate Services Agent

    May 1996 - May 1998

  • Reservation Sales Agent

    Jan 1996 - May 1996
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  Apple

  Jan 2005 - Apr 2012

  Spearheaded new team within Apple Sales Support and improved turnaround time for new Education account set ups from several weeks to less than 10 days.Created processes and wrote documentation for the teams use.Took ownership of new purchasing account set ups for Education customers from start to finish.Made outreach to customers, sales and other internal departments to coordinate documents and facilitate account set ups.Used wikis, the Internet, customer documentation and provided information to research and qualify education customers.Submited and monitored account requests to completion.Created Excel blocked order reports for for new accounts and distributed to management daily. Resolved new account blocks in a timely manner. Show less Supported Education customers for U.S. accounts including Higher Education, K-12 and Reseller (bookstore) in the West and Northeast Regions.Assisted K-12, Higher Education Institutions and Resellers with research and resolution of order problems, shipping blocks, billing inquiries, policy questions, returns and replacements and account set up and maintenance and maintaining records in SAP.Supported internal and external customers providing information and services on several inbound telephone queues: Enterprise, Education Institution, Channel/Reseller, and Retail Store Locator.Provided daily communication with sales regarding updates on customer orders and accounts.Took initiative and developed training materials and Keynote presentations for Sales regarding navigating SAP and their use of SSO Help and SONAR to contact Sales Support effectively.Developed cheat sheet for sales representatives on how to contact the Sales Support department including helpful resources in order to locate information themselves.Enforced and provided information on departmental policies and procedures regarding purchasing and account compliance. Provided one-on-one training to new team members as a Member of the Certified Mentor Program.Addressed internal/external customer issues received via the SONAR e-mail application (SSO Help).Composed and loaded canned responses to be used by Sonar agents for customer correspondence.Booked computer hardware orders for all regions as needed using SAP.Cross-trained and assisted with backlog in other departments at Apple, Apple Direct (consumer), Enterprise, Fraud Review Team and ITunes Music Store. Show less

  • Sales Support Specialist - New Accounts

    Jun 2011 - Apr 2012

  • Order Management Specialist/Sales Support

    Jan 2005 - Jun 2011
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  PeopleAdmin

  Jul 2012 - Dec 2013

  Product Support Specialist

  Supported PeopleAdmin software including service requests and configuration changes while maintaining a 98% customer satisfaction rate. Developed strong relationships with clients, acted as a trusted advisor and encouraged best practices to add value to their user experience.Managed cases using Salesforce/Zendesk CRM.Utilized creative problem solving and troubleshooting skills to resolve both technical and functional problems.Escalated technical issues to the next level of support when appropriate.Created custom reports for customers as requested.Utilized Web-Based software and editors to make configuration changes.Trained customers on various features of the PeopleAdmin7 Software via telephone and WebEx conference calls.Created and contributed knowledge base articles for the PeopleAdmin Community customer forum. Show less

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  Mosaic

  Dec 2014 - Dec 2015

  Project Management Consultant

  I supported Project teams for two high-profile infrastructure projects for the client. I added value to the team by acting as point of contact for any issues and finding solutions to problems.Assisted the project Manager when needed and stayed well-informed of project progress. Compiled and distributed weekly project status reporting.Updated the project plan/schedule in Microsoft Project. Recorded meeting minutes and kept track of project progress.Maintained and organized project documents on SharePoint.Tracked team’s deliverables, changes, KPIs and project risks and issues.Created communications, surveys and other documents and deliverables for Change Management Leadership team. Edited the Project Plan.Participated in pilot training and reported on user issues and changes.Researched and documented processes.Created internal and external job aids for both team members and stakeholders.Trained team and others within the organization on internal software and tools. Show less

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  Keely L. Locke

  Jan 2016 - Aug 2017

  Customer Engagement Professional targeting opportunities in Customer Success Management

  Event Planner: 200 person event: Managed all aspects for an event for 200 people that was completed successfully on time and within budget. Gathered requirements, managed guest list, created budget, acquired location and coordinated ongoing communication with vendors. Organized all documentation and contracts, created and managed project timeline and identified and managed risks/issues. Communicated with stakeholders and resources to coordinate all tasks.

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  Homeaway - Expedia Group

  Aug 2017 - Sept 2019

  Pre Implementation Specialist/Project Manager I - Global Partner Services

  Managing the global activation pipeline and project timelines, prioritizing projects and assisting Property Managers with all aspects of first steps towards readiness for integrations between their property management software and HomeAway. Advise property managers on best practices, ensure understanding of all processes and procedures, and explain technical concepts as well as troubleshooting software issues while providing an exceptional customer experience.

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  Vrbo - Expedia Group

  Sept 2019 - Nov 2020

  Implementation Specialist/Project Management Specialist II - API Integrations

  Managing the global activation pipeline and project timelines, prioritizing projects and assisting Property Managers with all aspects of integrations between their property management software and Vrbo. Advise property managers on best practices, ensure understanding of all processes and procedures, and explain technical concepts as well as troubleshooting software issues while providing an exceptional customer experience.

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  Escapia - Expedia Group

  Oct 2019 - Mar 2020

  Software Trainer, Homeaway Software- Bungee Role

  During a 6-month assignment I ramped up in one month to learn Escapia Software and gain certification. My role assisted Property Managers on configuration and use of their software through one on one personalized online training. Acted as technical point of contact to troubleshoot issues and answer questions during the onboarding process as needed. Processed data uploads for accounts that were switching software. I also assisted in developing and streamlining the training process for new trainers within Escapia. Show less

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  Everyware®

  Feb 2021 - May 2021

  Implementation Project Manager

  I quickly ramped up to learn Everyware's Pay-By-Text software and solutions, Scheduled and attended requirements and kick-off meetings, gathered requirements, mapped out customers' workflows, and acted as point of contact for Implementation questions and support issues for onboarding and established customers. I assisted with set up of new customer accounts and configurations. I was responsible for managing software update tickets and acted as liaison between Marketing and Development. I also performed Software QA testing and Rest API functions in Postman. I initiated a project to develop a standard and repeatable implementation process for Everyware. Show less

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  ARCOS LLC

  Sept 2021 - Jan 2024

  Senior Solutions Consultant

  Design, deliver and execute complex business solutions and activities of implementing ARCOS systems to new and existing customers. Work directly with customers to determine business rules and requirements. Train customers on software and best practices. Update and create training materials for peers and customers. Assist with completing configuration documentation and training customers to test new systems and prepare for go-live.• Lead and support project teams using ARCOs standard project management practices and implementation playbook. • Coordinate and organize stakeholder meetings, including facilitating project kickoff.• Gather configuration requirements during the Implementation Workshop and ongoing discussions with customers.• Act as a Subject matter expert for ARCOS software.• Lead Onsite and virtual meetings and ongoing training sessions with customers. Maintain and create training materials for peers and customers.• Configure software to the customer’s identified requirements.• Support customers from Kickoff through Support handoff and Go Live Show less