Kelly Morais

Dedicated and customer-focused professional with extensive experience in client service, communication, and team leadership. Proven ability to manage customer inquiries, resolve issues efficiently, and maintain a high level of satisfaction. Known for professionalism, empathy, and problem-solving in fast-paced environments.

Seeking to leverage strong interpersonal and operational skills—across live chat, phone, email, and in-person communication—to enhance customer engagement, satisfaction, and service quality.

General Manager - Club Pilates - Altamonte Springs, FL

(2019)

• Lead all daily operations for a high-traffic fitness studio, overseeing customer service, membership management, and staff coordination.
• Manage live communications with members via chat, email, and phone—addressing scheduling issues, membership queries, and service concerns.
• Train and supervise front-desk and sales teams to ensure consistent, high-quality customer interactions.
• Implemented customer feedback systems that improved response time and satisfaction scores.
• Collaborated with corporate and local teams to resolve escalated issues quickly and professionally.

Aesthetic Therapist - Santai Medispa - Genting Hotel, Resorts World Birmingham

(2015 - 2019)

• Provided personalized client consultations and service recommendations, ensuring a five-star customer experience.
• Managed appointment scheduling and follow-up communications with clients to maintain long-term relationships.
• Maintained meticulous digital client records, documenting feedback and treatment outcomes.
• Consistently received top customer ratings for professionalism and empathy.

Spa & Aesthetic Specialist - Dermalaser Skin Clinic - Rio de Janeiro, Brazil

(2014 - 2014)

• Delivered personalized skincare and wellness services with an emphasis on customer satisfaction.
• Assisted clients via digital messaging and in-person consultations to answer questions and provide aftercare support.
• Recommended suitable products and treatments, achieving strong upselling performance through trust-based communication.

Aesthetician - Self-Employed - Rio de Janeiro, Brazil

(2013 - 2014)

• Managed all aspects of client relations, appointments, and services for a private clientele.
• Cultivated a loyal customer base through exceptional communication, reliability, and consistent results.

High School Diploma - Dr. Philips High School (1997)

Technician - Facial and Body Aesthetics Therapy - SENAC (2013)

N/SVQ Level 3 (UK Equivalent) - NARIC (2015)