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Kelly Woolen has extensive experience in client experience and operations, currently serving as the Director of Client Experience & Insights at Floyd's 99 Barbershop since March 2010. In this role, Kelly has advanced the Voice of the Client program, achieving a notable 5-point increase in Net Promoter Score and a 1.2% rise in Client Satisfaction Score. Previous positions include Manager of Client Service and Voice of the Customer Program Manager, where Kelly was responsible for designing and managing the Voice of the Client program and utilizing client feedback to drive improvements. Additionally, Kelly's career began at Blockbuster, where responsibilities included providing administrative support to the Regional Director of Operations across multiple states.