Customer Service Quality Assurance
Resume:
JEFFREY P. KELLY
**** ******* ****** ~ Charlotte, North Carolina 28277
704-***-**** LinkedIn:
http://www.linkedin.com/in/jeffreypkelly **@*********.***
PROJECT MANAGEMENT EXECUTIVE
Change Management ~ Process Improvement ~ Multi-Facility Matrix
Operations
Senior-level project management professional with a strong track record
in affecting change to improve large-scale operations. Expertise in
developing and implementing strategies that establish project
requirements and expedite service delivery. Skilled in creating strong
relationships with stakeholders to optimize project execution. Proficient
in facilitation of clients and staff through newly-established processes
and procedures.
( Strategic Planning ( Budget Management (
Research & Development
( Vendor Relations ( Quality Assurance ( Consulting
Services
( Customer Service ( Business Analysis ( Revenue
Planning
CAREER ACCOMPLISHMENTS
SignalShare
. Managed the public wireless network upgrade at the Durham Convention
Center, replacing the existing architecture, resulting in higher
bandwidth, system stability and flexible configuration.
Iverify
. Managed the programming and integration of an enterprise VoIP telephone
system, facilitating licensing model negotiations that reduced
operational costs by 42 percent.
. Designed and directed the implementation of technical backbone at
company's new headquarters that included the launch of a new 100-seat
contact center, data core and network infrastructure. Managed two-week
system migration to new facility with zero downtime.
Muzak
. Collaborated with Dish Network to design, build and launch the satellite
provider's first music broadcast system comprised of 61 channels,
resulting in the addition of more than 10 million new business and
residential clients.
. Expanded company's operations into Europe and North Africa, establishing
a broadcasting center in Amsterdam, adding 10,000 new customers for
additional monthly revenues of $500,000.
. Developed agile recording environment model, including studio upgrades
that increased production output by 300 percent and was replicated across
30 additional studios.
PROFESSIONAL EXPERIENCE
SIGNALSHARE, LLC, Charlotte, North Carolina 2013
Senior Director - Production Support
. Established customer care infrastructure within first four weeks of
tenure, managing the implementation of a 24/7 support team and central
communications to cover e-mail, web and phone to eliminate existing ad
hoc system.
. Authored and implemented company's first Service Level Agreement (SLA).
. Identified new revenue streams via managed support services in
partnership with the sales team.
. Justified the business need for a help desk ticketing system. Led the
development, including features like asset tracking, inventory
management, interactive case management and performance reporting.
JEFFREY P. KELLY Page Two
PROFESSIONAL EXPERIENCE
(Continued)
IVERIFY.US, INCORPORATED, Charlotte, North Carolina 2008-2012
Vice President of Information Technology
. Managed the establishment of company's information technology team,
hiring skilled staff and developing processes to streamline end-user
support.
. Developed implementation strategy for the company's first SSL VPN, which
granted secure remote access to corporate network and improved remote
user effectiveness by 60 percent.
. Designed and implemented processes that enhanced audio quality of
security engagements, resulting in a 10 percent increase in client
satisfaction.
. Organized and managed the development of an automation project, launching
18 contact center applications which netted a savings equivalent to 17
labor hours per week.
. Collaborated with major merchant services company on PCI certification of
order tracking system and registration processes, establishing a new
business unit that increased revenue by 10 percent.
. Delivered a centralized employee Intranet location by managing
integration of SharePoint services at a savings on software and services
of $75,000.
. Initiated disaster recovery platform to leverage use of a new redundant
contact center and improved production availability to 99.999 percent.
. Collaborated in the development and implementation of new service that
synchronizes point-of-sale journal data with surveillance video, reducing
employee theft and increasing client sales revenues seven percent.
. Generated $60,000 in new annual revenues by developing an innovative off-
site video streaming service to create redundant storage in case of local
recorder failure.
MUZAK, LLC, Charlotte, North Carolina 1989-2008
Director of Broadcast Systems
. Recruited, trained and managed team of six broadcast engineers
responsible for network operations center, control systems, content
delivery, data core, playback systems and help desk services.
. Developed and managed direct-to-business satellite service that added
more than 300,000 new clients in North America and generated more than
$10 million in new revenue over the span of 10 years.
. Established company's Raleigh, North Carolina broadcast facility,
managing design and integration.
. Designed and migrated company's 40-channel broadcast center to new
Charlotte headquarters. Project was completed on time and on budget and
with zero downtime.
. Managed upgrade of legacy broadcast system with new digital technology
increasing channel capacity 300 percent while using only 16 percent of
original bandwidth.
. Retained major retailer client by reducing costs $500,000 by designing
and implementing an IP multicasting system to broadcast multiple channels
to store locations.
. Managed server cluster hosting in-store music and advertising content;
the new delivery method resulted in 6,000 new clients and reduced annual
expenses by $360,000.
EDUCATION, CERTIFICATION AND AFFILIATIONS
NORTH CAROLINA STATE UNIVERSITY, Raleigh, North Carolina
Coursework in Math and Engineering
CosmoCom VoIP Certification with Call Routing Design
Member, Charlotte Regional Technical Executives Council (CRTEC)
Member, Ballantyne IT Professionals
Contact this candidate