Sales Customer Service

Larry L. Kelly

****B Roswell Rd. Atlanta, Georgia 30350 904-***-**** ***********@*****.***

PROFILE

Dynamic call center professional with a proven record of revenue generation, productivity, team development, leadership, and operational excellence. Offers extensive experience in daily call center management, staffing, metrics, IVR efficiencies and operations, with quantifiable successes in building partnerships across departments and unions. Possesses well developed communication skills with the ability to interact with individuals at all levels and across organizational lines. Strategic assessor of market and competitive trends who utilizes creative thinking, innovative approaches and focus on results to ensure team and organization are on the cutting edge of market dynamics, customer satisfaction and technology.

PROFESSIONAL EXPERIENCE

FIREFIGHTER 2011 - Present

Cities of Atlanta and Jacksonville Fire Department - Georgia and Florida

Protect life and property by quickly assessing situations, determining plans of action, and executing desired outcomes in partnership with police, emergency medical services and fire department officials. Exercise a disciplined decision-making approach to life and death situations while maintaining a constant level of emotional control and safety management during fire and medical emergencies.

Accomplishments

Developed a new training module for City of Atlanta firefighter recruits that simulates real time/real life firefighter situations.

Created mobile backpacks to enhance special events Emergency Medical Technicians (EMT) ability to quickly assist in medical situations.

Worked in tandem with the Atlanta Police Department and the Highway Emergency Response Operators (HERO) to avoid casualties during a high alert hazardous material road spill resulting in 0 incidents.

First Responder and advanced EMT certified.

Graduate of Florida State College at Jacksonville firefighter preparatory program.

WALMART 2008 - 2010

Director of Operations: Shared Services - Hattiesburg, Mississippi

Developed, managed and led a team of 15 management employees and 200 service and internet sales support agents while successfully managing the center's third party vendor Convergys relationship. Overall responsibility for all day-to-day call center operations including customer support, staffing, training and sales support.

Accomplishments

Created daily production report for Walmart's Shared Services Department - an integration of multiple internal call center reports merged with external, international vendor support data.

Integrated Work Force Management operation groups between three locations - including a vendor location - that increased efficiencies and reduced average handling time by 30 seconds.

Averaged 32% over planned objective two years straight.

Restructured the Walmart call center customer satisfaction survey to identify customer relevant experiences, manifesting in a 7% increase in overall customer satisfaction - the best Walmart results in 9 years.

Re-engineered production reports that increased visibility of inefficiencies across the Shared Services department, resulting in more accurate performance evaluations.

Maximized workforce planning schedule/staffing to increase permanent employees, resulting in improved profits and increased employee engagement scores by 9%.

Reduced overall contacts handled by live agents through enhancements to the IVR system by 20%.

AT&T/BELLSOUTH 1998 - 2008

AT&T Center Director (Project Lead) - Atlanta, Georgia 2008

Led the West Coast Consumer Services team that developed a call center leadership development program.

Accomplishments

Developed operational & leadership development training with a 3 day follow-up.

Conducted SWOT assessments across multiple centers, identifying tactical and strategic areas for improvement resulting in an immediate 8% increase in sales results.

Created a follow-up plan to evaluate the success and sustainability of the training and development program.

Increased overall performance by 27% in the centers within a 3 month time frame.

BellSouth Center Director - Florida, Georgia, South Carolina 2002 - 2007

Led teams of 10+ management and 100+ non-management employees in the Small Business Services and Consumer Services divisions, with responsibilities for all aspects of call center P & L management inclusive of strategic planning, forecasting, employee staffing, and leadership development. Exceeded customer service goals and customer satisfaction measurements year over year. Provided guidance during Communications Workers of America bargaining years to ensure negotiations aligned with the Company vision and employee expectations.

Accomplishments

Created sales and service strategies within multiple centers that strengthened AT&T's presence in the Southeast Region while enhancing the customer experience.

Developed strategic plans for, and managed daily operations/staffing of, multiple sales and service centers that resulted in more efficient operations, consistent top sales center performance and an improvement in customer satisfaction from 91% to 97%.

Created Work Force Management staff scheduling strategies that reduced average handling time by 2 minutes while increasing speed of answer, utilization of customer matrix sales tool and overall call flow productivity and sales.

Identified marketing opportunities and developed strategies that allowed for a gain in market share.

Promoted 22% of employee body to leadership positions.

Improved profitability of call centers by evaluating sales performance, quality, call productivity and customer satisfaction on average by 10%, creating one of the best P&L models for call center operations in SBS.

Implemented a sales strategy that improved a number 18 ranked Center out of 19 to a number 13 ranked call center within a nine month time span.

Partnered with Communication Workers of America to ensure non-management represented employees had a fair, consistent, and engaged working environment - improving the overall employee satisfaction score year over year.

Won Bellsouth's most prestigious award – The Presidents Club - multiple years in three different centers for sales, service and customer satisfaction performance.

BellSouth Sales & Service Manager - Jacksonville, Florida 1998 - 2002

Provided leadership, coaching and motivation to Small Business Services sales and service team members who exceeded sales/service requirements. Achieved top honors for top 5% performance in customer satisfaction. Received the President's Club Award - awarded to the top 10% of sales and service managers in the BellSouth Southeast Region. Effectively helped business customers maximize their monthly spend with AT&T. Consistently exceeded center service, quality and sales objectives.

CITIBANK 1994 - 1998

Universal Card Services Representative - Jacksonville, Florida

Maximized all customer contact opportunities to create loyal, satisfied Citibank customers as a Claims, Billing, Customer Service and Collections Associate, resulting in a promotion to team leader within 11 months. Team leader responsibilities included development, leadership, and product training to peers and associates.

MILITARY EXPERIENCE

United States Navy - Mayport, Florida 1990 - 1994

Accomplishments

Honorably discharged after serving in the US Navy during Desert Storm.

Facilitated the running of base operations as a supervisor of 6 Electronic Technicians.

Honored as a runner up for the Sailor of the Year Award.

Implemented decommission strategy during final deployment of the USS Saratoga.

EDUCATION

University of Phoenix - Atlanta, Georgia

Bachelor of Science: Business Administration

Contact this candidate