Kiki Ellis2

People-centered operations professional with experience spanning case management, event coordination, program administration, and employee experience. Proven ability to manage complex, high-volume workflows with precision and empathy — maintaining audit-ready documentation, applying policy to nuanced situations, and communicating clearly with diverse stakeholders under pressure.

Background includes 10+ years in theatre education and performance at Walnut Street Theatre, bringing a distinctive foundation in relationship building, real-time adaptability, conflict resolution, and human-centered communication. Proficient in Salesforce, Workday, Asana, Google Workspace, Tableau, and Microsoft Office Suite. Actively growing toward a career in People Operations, HR, and Employee Experience.

Case Management & Operations Specialist at Sonder by Marriott (Present)

Remote role focused on case management and operations

• Served as primary point of contact for members experiencing complex booking, billing, and payment issues; investigated cases, analyzed account data, and documented resolution steps to ensure transparency and continuity of support.
• Managed high-volume case queues in Salesforce, maintaining audit-ready documentation of case actions, workflows, and procedural updates to ensure data integrity and compliance readiness.
• Interpreted and applied booking, payment, and revenue policies to resolve complex, non-standard cases, exercising independent judgment to ensure accuracy, compliance, and customer equity.
• Identified recurring service patterns and operational inefficiencies through case data review, surfacing insights that supported internal process improvements.
• Liaised with third-party partners including Expedia, Booking.com, and Airbnb to resolve payment and booking discrepancies, ensuring accurate outcomes and member trust.
• Configured and monitored Salesforce case workflows and specialized payment queues to ensure accurate routing and timely resolution.
• Facilitated team training and case review meetings; drafted procedural guidance materials to ensure consistent and compliant case handling across the team.

Senior Operations & Employee Experience Specialist at Sonder

Hybrid role managing operations and employee experience

• Delivered 100+ personalized guest interactions daily, achieving an average 4.1/5 satisfaction rating through seamless in-person and digital communication.
• Developed and delivered onboarding and training materials for new hires, improving onboarding efficiency by 10% and raising team knowledge assessment scores to 91%+ across Salesforce and internal tools.
• Managed escalated complaint cases from intake through resolution; conducted fact-finding interviews, applied company policy, and documented outcomes to support trend and root-cause analysis.
• Delegated and prioritized daily front desk operations, improving team efficiency by 15% and reducing task backlog by 22% during peak seasons.
• Trained and mentored 5+ front desk agents, reducing onboarding time by 30%.
• Recognized as a Top-3 regional performer in Salesforce communications metrics, maintaining 90%+ acceptance and response rates across email and messaging channels.

Events & Program Coordinator at Drexel University — University Marketing and Communications

Event coordination and program management for prospective students

• Planned and executed large-scale in-house events for prospective students, managing end-to-end logistics including attendee communications, vendor coordination, run-of-show documentation, and post-event data tracking — achieving 90%+ post-event satisfaction scores across all program initiatives.
• Managed logistical workflows and constituent data tracking supporting growth from 50,000 (2022) to 60,000 (2023) participants.
• Coordinated multiple concurrent engagement projects, tracking participation outcomes and program milestones, resulting in a 10% increase in internal event participation per quarter.
• Established community partnerships supporting DEI initiatives, increasing collaborations by 5% within six months.
• Expanded student engagement in the Ambassador Program by 15% through structured communication workflows, digital tracking tools, and participation metrics monitoring.

Program Facilitator & Training Coordinator at Walnut Street Theatre

Educational theatre programming and training coordination with 10+ years of experience

• Designed and delivered educational theatre programming for diverse student populations, adapting curriculum and communication style to meet varying learning needs and group dynamics.
• Built and maintained trust-based relationships with students, educators, directors, and production staff across rotating casts and programs in a high-energy, fast-changing environment.
• Navigated conflict resolution and interpersonal challenges in real time across productions, rehearsals, and classroom settings involving strong personalities and high-pressure circumstances.
• Demonstrated consistent adaptability across performing and production roles, managing shifting responsibilities, timelines, and stakeholder expectations simultaneously for 10+ years.

Bachelor of Arts – Columbus State University