Kelly Paulsen
Vista
Summary
Customer-focused professional with a proven track record in resolving service issues and supporting clients and teams. Known for strong communication skills and a calm, solutions-oriented demeanor under pressure, with the ability to quickly adapt to new technologies and shifting priorities. A commitment to enhancing customer satisfaction is demonstrated through patience, empathy, and efficiency, consistently striving to elevate the overall customer experience. Resourceful and detail-oriented, adept at managing multiple projects with accuracy while bringing a fresh perspective and dedication to quality and success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front End Associate
HomeGoods, TJX Companies
11.2025 - Current
- Delivered exceptional customer service by efficiently assisting customers with inquiries and resolving issues.
- Attained highest sales performance in opening TJX Rewards credit cards for Q1 2026.
- Administered cash handling processes, diligently following established protocols to secure company assets.
Director of Sales Compliance
General Logistics Systems US, Inc.
08.2023 - 02.2025
- Led the development and implementation of compliance policies tailored for regulated industries, increasing customer adherence with company policies. Led internal audits to proactively identify and mitigate risk. Collaborated closely with legal department as service area expanded across the U.S., ensuring policies were aligned with individual state laws and regulations.
- Developed and launched user-friendly new customer application and approval process.
- Established and maintained pivotal relationships with top-tier accounts, significantly enhancing client satisfaction and retention.
- Remote
Director of Inside Sales
General Logistics Systems US, Inc.
07.2022 - 08.2023
- Achieved consistent month-over-month sales growth by managing inside sales and account management teams for parcel and freight divisions. Enhanced sales processes and customer engagement through effective use of Salesforce CRM and data-centric strategies.
- Cultivated a growth-oriented environment that promoted open communication and continuous learning.
- Designed and implemented a robust Salesforce dashboard aimed at enhancing visibility of key sales activities and metrics.
- Formed and developed account management team to strengthen partnerships with outside sales, focusing on customer experience and retention.
- Developed comprehensive suite of sales prospecting and account management email templates in Salesforce, enhancing consistency in customer communications.
- Remote
Sales Training Manager
General Logistics Systems US, Inc.
11.2021 - 06.2022
- Designed and implemented a comprehensive onboarding training program for new hires across parcel and freight divisions.
- Delivered targeted training sessions for offshore customer experience team, focusing on maintaining exceptional service and support standards.
- Remote
Sales Operations Manager
General Logistics Systems US, Inc.
08.2019 - 08.2021
- Achieved improved customer satisfaction and retention through the design of a structured onboarding process that included welcome calls and email follow-ups. Enhanced resource accessibility and customer engagement by developing informative content for the knowledge center on the gls-us website. Managed operational transitions and training activities during the acquisition of Mountain Valley Express, facilitating seamless integration and continuity.
- Optimized new customer journey to enhance satisfaction and drive retention.
- Oversaw development and deployment of chat platform for sales on gls-us website, significantly elevating customer interaction quality.
- Achieved improved productivity and user adoption by customizing Salesforce CRM in collaboration with sales leaders. Documented new sales processes and policies that streamlined operations and enhanced team efficiency.
- Remote
Inside Sales Manager
General Logistics Systems US, Inc.
10.2009 - 08.2019
- Achieved significant improvements in inside sales team performance by implementing effective sales strategies that met revenue and growth targets. Streamlined the sales process through the design and enhancement of Salesforce tools, including page layouts and custom reports. Developed impactful training programs for new hires, fostering skill development and driving sales excellence. Created and monitored targeted sales campaigns in collaboration with the marketing director, assessing their effectiveness across specific industry segments.
- Recruited and led first inside sales and account management teams, laying groundwork for sustained growth.
- Spearheaded sales strategies that resulted in inside sales becoming pivotal revenue generator for the company, with remarkable 40% average year-over-year increase in new revenue.
- Developed and utilized activity-based metrics to optimize sales strategies and consistently exceed targets.
- Remote
Education
Master of Arts - Organization Management
University of Phoenix
San DiegoBachelor of Arts - Behavioral Science
National University
San Diego, CASkills
- Customer Relations & Issue Resolution
- Process Organization & Workflow Efficiency
- Policy & Procedure Communication
- Data & File Management (Excel, Outlook, Microsoft Teams)
- Customer Retention
- Documents & Records Management (Compliance-Focused)
- Compliance Policy Implementation
Certification
Advanced Human Resources Management - Certificate, California State University East Bay, Hayward, CA
Timeline
Front End Associate
HomeGoods, TJX Companies
11.2025 - Current
Director of Sales Compliance
General Logistics Systems US, Inc.
08.2023 - 02.2025
Director of Inside Sales
General Logistics Systems US, Inc.
07.2022 - 08.2023
Sales Training Manager
General Logistics Systems US, Inc.
11.2021 - 06.2022
Sales Operations Manager
General Logistics Systems US, Inc.
08.2019 - 08.2021
Inside Sales Manager
General Logistics Systems US, Inc.
10.2009 - 08.2019
Bachelor of Arts - Behavioral Science
National University
Master of Arts - Organization Management
University of Phoenix
Additional Experience
- Regional Sales Manager - Wholesale, Sierra Pacific Mortgage, Rancho Cordova, CA
- Area Sales Manager - Wholesale, LoanCity Inc., Location, San Jose, CA
- Account Executive - Wholesale, Aurora Loan Services Inc., San Diego, CA
- Home Mortgage Consultant - Retail Builder Division, Wells Fargo Home Mortgage, Corona, CA Branch
- Manager - Retail Builder Division, Guaranty Residential Lending, Fresno, CA
- Branch Sales Manager 2, Wells Fargo Home Mortgage, Corona, CA
- National Training Manager, Sales & Development Consultant 3, Wells Fargo Home Mortgage, Carlsbad, CA