JOHN KELLY

*** ********* ****** #*

Aiken, SC, **803

615-***-****

bmacnv@r.postjobfree.com

QUALIFICATIONS

PROFILE

• Eleven plus years’ experience in the Call Center/Employee Benefits Industry.

• Experienced in managing multiple projects.

• Dedicated and dependable; committed to company goals and providing outstanding customer service.

EXPERIENCE

Teleperformance, Augusta, GA

Assistant Call Center Manager- October 2010-Present

• Manage client relationships by parting with the client to establish agent training programs, testing upgrades to proprietary software & establishing contractual service level agreements. (KPI’s)

• Assume accountability for the delivery of value-added operations in support of approximately 600 call center agents, technology professionals, and project managers.

• Managed client projects that billed $5.2 million dollars in revenue annually.

Ceridian Benefit Services, St. Pete, FL

Check Processing/ FL State Continuance Supervisor- May 2009-July 2010

• Conducted performance reviews for a staff of 15 business specialists.

• Successfully initiated and implemented completion of multiple projects using Sixth Sigma methodology.

• Ensure all premium payments were processed and applied to the correct accounts in accordance with state & federal guidelines.

Businessolver, West Des Moines, Iowa

Call Center Manager- August 2008-April 2009

• Responsible for QA/review process for a staff of 6 call center agents.

• Created daily and weekly metric reports for director level review.

• Trained the Call Center on COBRA regulations & COBRA stimulus package.

• Acted as a 2nd level support in resolving outstanding client issues.

• Implemented a Service Quality Program for the Call Center.

• Implemented a call center attendance & work environment policy.

• Ensure company health benefits are managed in accordance with state and federal guidelines.

WebMD/Sage Software, Minneapolis/Nashville/Tampa

Project Manager, Business Operations- February 2005 to July 2008

• Responsible for transitioning a 400 agent call center from a dispatch call center environment to a live call handling center environment.

• Implemented Symon Community forecasting software within the call center to measure service level agreements & forecast the anticipated FTE head count required.

• Analyze and forecast call data patterns to accurately provide scheduling for all 400 agents to meet incoming call volume.

• Produced agent productivity reports used to define benchmarks for each department’s service level agreements.

• Designed a service quality program for 400 call center agents.

WebMD/Sage Software, Minneapolis/Nashville

Supervisor of Product Support- December 1999 to February 2005

• Trained a staff of ten customer service representatives in the process of identifying software products options for 4000 sites. The process included consolidating 32 offices into one regional office, identifying the site’s current software and tailoring new/updated software to meet the site’s needs.

• Results from the migration were 97% of total revenue and 96% of the total sites were successfully migrated.

• Responsible for managing 16 different software queues that averaged 10,000 calls and 75,000 email requests per month.

• Responsible for QA/review process for a staff of 16 people.

• Acted as a 2nd level support in resolving outstanding client issues.

• Responsible for training the call center and sales department staff on the company’s various electronic claim & real-time software programs.

EDUCATION

• Northwest Missouri State University

• Maryville, MO

• Bachelor of Science in Public Relations. Concentration in business communications.

COMPUTER SKILLS

• Avaya CMS Supervisor, Siebel, Symon Community Workforce Management, Multiple claims processing software systems.

Contact this candidate