KELA BOLDEN

DIRECTOR-CUSTOMER CARE

CONTACT

**** ********** **** **

Missouri City Texas, 77459

256-***-****

ad23h2@r.postjobfree.com

PROFILE

Seasoned professional with 13 years of experience in sales and operations management. Demonstrated expertise in policy changes, procedural establishment and directing operational changes in support of sales organizations. Seeking a Director or Operations Manager role to leverage extensive background in team leadership, Onboarding, Training, New Hire, B2B, B2C, sales, coaching and customer loyalty management.

EDUCATION

BACHELOR OF SCIENCE –

BUSINESS MANAGEMENT •

MAY 2016

Athens State University

Athens, AL

ASSOCIATES OF SCIENCE

December 2013

Calhoun Community College

Decatur, AL

KEY SKILLS

Data analytics

Microsoft Office

Sales Force

Project Management

Saas

CRM

Onboarding

Six Sigma

B2B Sales

Duns

Sales Port

Genesys

Nice

ACHEIVEMENTS

Summit Winner 2018 &2019

#1 Sales Manager 2011-2017

Q3 2019 SVP award

Multi Quarter connection award

Service excellence Award 2017

EXPERIENCE

DIRECTOR/SR. MANAGEROPERATIONS- CUSTOMER

LOYALTY • JULY 2021-NOVEMBER 2023

Directv – Houston Texas

• Establishes procedures and guides policy changes, ensuring alignment with business objectives and efficient communication with regional sales organizations.

• Directs operations modifications, project adjustments and sales process transformations to enhance sales organization performance.

• Manages potential budget responsibilities, maintaining fiscal prudence and financial efficiency.

• Led Group of 4 Center Managers, overseeing daily operations and production efficiency.

CENTER MANAGER- CUSTOMER LOYALTY • SEPTEMBER

2016-JULY 2021

Directv- Houston Texas

• Lead Training and onboarding teams with continued redesign based on business needs

• Lead group of 10 trainers, 15 Team managers on day to day operations.

• Managed projects to redefine culture and create employee engagement opportunities.

TEAM MANAGER • AUGUST 2009-SEPTEMBER 2016

At&t – Huntsville Al

• Lead group of 17-22 sales reps in general, B2B and B2C sales

• Managed day to day operations of sales reps.

• Lead special projects to better sales opportunities and increase revenue.

Contact this candidate