Customer Service Management

Kelly Ryan Coston

Highland, Utah ***** 801-***-**** ************@*****.***

https://www.linkedin.com/in/kelly-coston-7a2b391

Innovative, results-oriented Customer Operations and HR Executive with an MBA and progressively increasing experience; Leader in global customer operations strategies; Solid reputation for delivering world-class customer service; Strong track record of improving customer and employee satisfaction; Proven ability in improving call center processes while reducing costs; Established HR leader always available to help and support employees.

Summary of Qualifications

Over 16-years’ strategic and customer operations experience, identifying opportunities and driving results; managing global customer operations incident and problem management, escalation management, and quality and training management teams in North America, Europe, and the Asia Pacific.

HR professional responsible for employee onboarding, recognition, retention and overall organizational development.

Lead and develop corporate customer operations strategic direction, onboarding new customer/products, with a solid understanding of lean management practices, excellent leadership, coaching and mentoring practices.

Expert in creating global contact center scorecards for process improvement, customer satisfaction, employee satisfaction, and overall customer engagement best practices.

Strong presentation capabilities, expense management, and interpersonal skills.

Ownership of customer operations budget, forecasts, P&L, and staffing.

Proven track record of working with senior-level executives for client relationship management, account management, and overall service results. Facilitate the lifecycle of the customer from RFP to implementation to renewal.

Excellent negotiation / influence, collaboration, and listening skills with the ability to lead, coach and mentor.

Relentless attention to detail and accuracy.

Ability to analyze and interpret complex sets of data and information and then use this information to enhance internal processes, create actionable items for improved employee efficiency, and forecast call center capacity. Superior ability to display complex data and information in an easy-to-understand manner.

Core Competencies

Short- and Long-Term Customer Operations Strategies / Global Team Management / CRM / Budget (P&L) Management / Leadership / IVR / Problem Solving / Process Development / BPO / SaaS / Project Management / Forecasting / Staffing / Account Management / WFM Software / Incident Management / Problem Management /

Escalation Management / Change Management / KPI Management / Quality Management /

Training Management / HR Operations / HR Employee Onboarding

Computer Proficiency

Microsoft - Word, Excel, PowerPoint, Project, Publisher, SharePoint, and Visio

Google – Business Apps

CRM/IVR – Remedy, Nortel, Aspect

HR – PeopleSoft, ADP

PROFESSIONAL EXPERIENCE

Director, Customer Care, Quality and Training June 2011 – Present

NTT America, Orem, Utah

A leading global provider of information and communications technology (ICT) solutions and part of the NTT Group, a top 100 ranked corporation in the Fortune Global 500.

Oversee the day-to-day operations of four global 24/7 customer operations centers (Utah, Florida, Germany, Philippines), manage a team of customer care leaders, direct all quality and training initiatives, collaborate with multiple departments and customers to develop and support new products and ensure customer satisfaction through employee engagement best practices. Ensure that new products and services are thoughtfully and strategically launched to minimize cost while maintaining expected service levels.

Key Accountabilities and Accomplishments

Responsible for all call center activities including budgeting, customer satisfaction, compliance, staffing, staff management, and call center metrics (SLA, ASA, ABR, FCR, Schedule Adherence, etc.).

Serve as functional product manager and expert for the various products the company offers.

Oversee company-wide training initiatives focusing on policies, procedures and people improvement.

Work closely with Sales, Marketing, Product Management, Development, and Operations to understand customer needs and drive product changes to meet customer expectations through a revamped ITIL Change Management Process.

Created global center/employee scorecards to reflect performance improvements across all channels and products and presented scorecards and metrics to Senior Leadership Team on a bi-weekly basis.

Oversaw the introduction and implementation of Net Promoter Score (NPS) customer satisfaction methodology, resulting in an overall improvement of NPS score from -40 to +60 within 18 months. Analyzed customer satisfaction results which led to improved process, training, KPI’s, etc. across all four customer contact centers.

Reworked the product and customer onboarding processes to more effectively onboard new customers and products, ensuring that the delivery of services and products met the needs of the business and customers on time.

Established relationships with key vendors for both external SaaS applications and internal customer operation tools.

Created and implemented off-shoring strategies to the Philippines.

Key HR Responsibilities and Accomplishments

Create employee recognition programs that foster and improve employee retention and satisfaction (average tenure is ~5 years.)

Oversee company-wide training initiatives focused on policies, procedures and people improvement.

Develop and implement employee career path opportunities complete with qualifications, training, testing, and certifications needed at each career level.

Ensure the success of department through measuring performance and setting goals with employees.

Conduct new hire interviews, extend offers and oversee employee onboarding.

Conduct performance improvement reviews, disciplinary reviews and terminations.

Sr. Manager, Customer Care August 2000 – June 2011

Verio, Inc, Orem, Utah

Global leader in business and personal website hosting services.

Lead the local day-to-day operations of a 24/7 help desk for incident and problem management.

Promoted rapidly from agent, to supervisor, to manager, and then to senior manager.

Redesigned IVR to direct customers to properly trained subject matter experts.

Implemented CRM processes to properly direct customer requests to correct departments.

Increased team performance year over year, recognized as a top performer in overall customer operations metrics.

Launched new training and quality initiatives driving employee performance and customer satisfaction metrics to be considered top team year over year.

Grocery Manager February 1999 – December 1999

Storehouse Markets, Orem, Utah.

Local supermarket chain in Utah.

Hired and trained all grocery positions.

Maintained inventory control.

Assisted with payroll and other HR responsibilities.

Helped other managers as needed.

Education

Master of Business Administration (MBA) 2007

University of Phoenix, Provo, Utah

BA, Business Administration 2004

Utah Valley University, Orem Utah

Certifications

PHR expected Spring, 2017

Affiliations

Frost and Sullivan Customer Engagement Leadership Council

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