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.
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About
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.
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.
Education
Bachelor of Arts – Columbus State University
