Manager Project
Resume:
KENNETH L. KELLEY
Tampa, FL 33618
*************@*****.***
CAREER PROFILE:
Telecom/Data Call Center Operations Sr. Manager/Director with over 30 years of business and technical experience for major corporations. The breadth of my experience encompasses all facets of Call Routing and Design, Project Management, Client Relations, Support, Call Center, PBX, Desktop Support, IVR Support and Design, Testing & Implementation, Operations, Reporting, Network Support, and Customer driven management. Expert knowledge in: Call routing and Design, troubleshooting technical problems, analyzing key business & cost benefit initiatives, Vendor and Relationship management and customer focus.
PROFESSIONAL EXPERIENCE:
CLIFTONLARSONALLEN April 2016 – Present
Manager Telecom Advisory Services
Manage a Team of 8 Analyst
Responsible for building and maintaining relationships with new clients.
Responsible for comprehensive telecom expense management services including telecom
expense recovery audits, optimization of existing services, plans and rates, professional
RFP’s, special projects, project management and outsourced AP for telecom invoices.
WELLCARE HEALTH SERVICES. October 2008 – October 2015
Sr. CS Manager Design & Strategy Telecom/IVR
Manage a Team of Six Telecom Sr. Analyst
Responsible for call routing, design, implementation, ongoing support and creation of
Visio’s to support 600 plus plans for a 100 million dollar call center.
IVR Design and Support for the merger from CISCO Voice Portal to I-3 which will be a savings of
50 million over 5 years.
Responsible to continually work to improve and change the customer & support experience.
Partnered with business units to gain an understanding of the business and to gain an
understanding of their needs in order to create solutions, gain efficiency in resource utilization,
accurate customer routing.
Created and held weekly meetings with all levels of leadership to go over current and future
changes and or requests or issues. Setup reporting to pull IVR containment /volume by prompt to
see and mange trends.
Proactively analyze full life cycles on IVR design/call flows, routing and resources to enhance
customer experiences by reducing prompts and/or announcements in order to gain quicker
turnaround times and ability to route appropriately.
Created process and procedures surrounding both internal and external customers by
implementing change controls by tracking work requests, enhancements and all changes to new
or existing IVR flows and or call routing.
Implement and manage Telecom/IVR strategic objectives using a comprehensive and consultative
approach.
Act as a liaison between IT and all business stakeholders for Telecom/IVR initiatives.
Create and manage all announcements for all call flows in the cloud and the IVR.
Work with and support the Workforce Management Team on a daily basis on
BSR, Queues, Workgroups, Skills, Reporting and all implementations affecting all call centers.
Provided 24X7 support, central point of contact and incident resolution.
Create plans and provide testing in DEV, UAT and Prod for all Call flows, IVR, System upgrades.
Manage 10K toll free numbers in the AT&T network.
Billing Analysis, Research and implement costs savings.
Responsible for managing all technology, projects and providing Tech Support.
Company Trainer for Cisco CTIOS Softphone and CUIC Reporting and other products.
WELLCARE HEALTH SERVICES. Continued
Sr. CS Manager Design & Strategy Telecom/IVR
Design and setup all Inbound/Outbound campaigns.
Develop Telecom/IVR process flows, policies and procedures.
Create business required documents and business cases, project plans and schedules.
Strong organizational skills, problem solving, self-motivator, detailed oriented.
Strong financial analysis ability to provide ROI.
Establish and maintain Vendor/Account relationships.
Fidelity Information Services April 2007 – August 2008
Sr. CS Manager Design & Strategy Telecom/IVR
Responsible for managing all technology and projects for the Check division call centers.
Voice & Data support for the entire Contact Center and IVR.
Proactively analyze full life cycles on IVR design/call flows, routing and resources to enhance
customer experiences by reducing prompts and/or announcements in order to gain quicker
turnaround times and ability to route appropriately.
Manage multiple projects with changing priorities.
Develop process flows, polices and procedures.
Create RS and business cases, project plans and schedules.
Provide solutions to improve overall efficiency and quality.
Experience of managing relationships with 3rd party implementation partners and teams.
Establish goals to meet timelines and service level agreements.
Responsible for creating and leading daily and weekly meetings.
Strong leadership and teamwork skills with the ability to influence others for results.
Create RS and business cases, project plans and schedules.
Responsible for all Vendor relationships.
BayTech INC. November 2003 – April 2007
Sr. Telecom Project Manager
Create business cases and maintain project plans and schedules.
Responsible for creating and leading daily and weekly meetings.
Responsible for preparation of all project reporting, scheduling and analysis.
Created and built relationships with all levels of the organization.
Responsible for weekly updates to senior management.
Strong Communication skills, ability to interact with all levels of the organization.
Establish goals to meet timelines and service level agreements.
Responsible for all Vendor relationships.
Develop policies and processes.
Strong organizational skills, problem solving, self motivator, detailed oriented.
Conduct needs assessment to define process improvement strategies and projects.
MARRIOTT VACATION CLUB INTERNATIONAL February 2002– November 2003
Telecom Director
Hands on Director of Telecom and Desktop support groups in multiple corporate, resort
and call center locations.
Managed twenty plus employees at five locations.
Responsible for reviewing and implementing all new technology. (switches, servers,
pc’s, cabling, software, hardware, training etc.).
Negotiated contracts for maintenance, hardware and software.
Managed all vendor relationships.
Supported five call centers, five resorts and two corporate locations.
Understanding the business strategy to help lower cost.
Deliver ROI for all projects.
Advised in technical buying/selling decisions.
Managed over 7000 hardware assets using Peregrine software.
MARRIOTT VACATION CLUB INTERNATIONAL Continued
Telecom Director
Created and maintained reporting on a daily, weekly and monthly basis.
Reviewed all communications/vendor bills to find cost savings.
Created a mentoring and cross training plan for both telecom and desktop departments.
MARRIOTT VACATION CLUB INTERNATIONAL June 2001- January 2002
Telecom Manager
Managed four departments and seven employees.
Supported telecom and desktop for a 650 seat call center.
Responsible for Training and New user profile setups.
Negotiated and managed the implementation of new technology.
Created and maintained all statistical data, prepared relevant reports.
Recommended and implemented action plans to improve performance.
Established training formats to use for internal training on desktop/telecom applications.
Fostered professional growth through mentoring relationships with a focus on training and
development.
Excellent presentation and negotiation skills with users, management and vendors.
KENT TECHNOLOGIES INC. September 2000 – June 2001
Sr. Telecommunications Technician/Project Manager
ECI TELECOM November 1999- September 2000
Network Installation Project Manager
Sr. Field Support Engineer – Training
NORTH AMERICAN MORTGAGE COMPANY March 1997- November 1999
Telecommunications Sr. Manager
CHASE MANHATTAN MORTGAGE May 1995 – March 1997
Technical Support Analyst – Information Services
EQUIFAX PAYMENT SERVICES / FIS June 1984 - May 1995
Operations Specialist, Process Control Analyst, Scheduler, On-line Helpdesk,
Sr. Computer Operator, Computer Operator
EDUCATIONAL & TECHNICAL TRAINING BACKGROUND:
I-3 Core Concepts, Administrator and Attendant
Cisco CTIOS & CUIC
Nortel Certified
Speaker for Nortel on Call Center Products.
Created and provided Symposium Training Classes for end user.
Nortel Training Nortel Certified for Database Administration.
Nortel Training Nortel Certified for Meridian 1 Options 11-81c.
Nortel Training Symposium, Meridian Mail, Call Pilot, Optivity and Web Client.
IBM Training JCL Coding, Tandem Advanced Concepts, AFP Printing.
ECI Training Coral PBX, T: DAX, T:NMS, ITX VOIP, FMS.
Leadership in the Twenty First Century.
Creating a Service Culture
HARDWARD/SOFTWARE SKILLS:
I-3 Attendant & Administrator
Nortel Symposium, Web Client, Optivity, Call Pilot
Meridian Mail, MTE, MAX, ACD, CTI, VRU, IVR
Nortel Option 11c- 81c PBX Switch, Norstar
Avaya Interaction Center Manager
Avaya CMS Supervisor, Avaya Terminal Emulator
AT&T Route-It, AT&T Business Direct Reporting
Witness & Nice Recording, Davox, Symon, IEX, Blue Pumpkin
Cisco Communicator
Cisco CTIOS & CUIC
T1, DS3, OC3, OC48, TDM, SIP
Microsoft Office, SharePoint
Visio, MS Project, Clarify, Peregrine, Act, GNAV, Web view
CTI Desktop, Speech Analytics, Peradigm,
BSR(Best Service Routing)
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