Customer Service Client Support

STEVEN MARTIN KELLY

(C) 650-***-****

******.******.*****@*****.***

Experienced in:

● Client Service Strategy

● Call Center Operations

● Relationship Management

● Staff Training & Development

● Quality Assurance

● Client Support

● Contract Negotiations

● Project Management

● Sales/Service Strategies

● CRM implementation

● Strategic Planning

● Zendesk, Salesforce, Slack, Looker, MS

Teams

● Quantitative reasoning

● MFA Specialist

PROFESSIONAL EXPERIENCE

Truckstop : New Plymouth, ID, Worked from San Mateo February 2022 - Current position Customer Service Supervisor

● Supervisor to a group of 12 FTEs, located in various parts of the US

● Increased Avg Service level from 34% in Jan 2022 to 89% in the last three months

● Reduced Call Handle Time rom 7:07 mins to 5:03 Mins

● Increased CSAT scores from 4.02 to 4.5

● Increased FCR from 73.98% to 88.30%

● Created new training materials, including instructional video.

● Created new AI to answer 200> FAQ questions for other departments to use in peak calls times.

● Designed and implemented new Sales Force procedures and services across a variety of departments.

● Received numerous awards including “Partner of the Qtr, Dec 2022, March 2023, Dec 2023 and June 2023

● Implement a QA program with Agents averaging 92% satisfaction scores.

● Invited to Beta Testing team for all new preposed changes to servies and applications.

● Changed times of operations by outlining ROI on calls received after 17:00 Pm and on Saturdays were not cost effective.

● 4 times recongized by CEO as Top Partner in company.

● Asked to join internal Mentor program to assist partners across company. Recology: San Carlos, CA, February 2021 - Nov 2021 Customer Service Manager

● Managed multiple teams consisting of 16 CSR and 1 Supervisor in handling both phone calls and emails from customers. Also manage a team of 3, handling all accounting needs.

● Liaisoned between 13 cities for their Garbage, Recycling, and Organic waste requirements.

● Organized special events collections within these cities. (Music Events, Park Events)

● Implemented new ACD options to increase SLA from 90% to 93% by offering more self-service options and informative messages that reduced the need to speak to a live agent.

● Created new schedules to improve SLA

● Designed MS Team group for practical communication tools across the company. The Police Credit Union, San Bruno, CA February 2020 - December 2020 Call Center Manager

● Managed a team of 14 CSRs, handling both phone calls and emails from members.

● Implemented: New Onboarding procedures that increased member services from an average of 1.3 to 3.3.

● Designing both scripts, setting follow-up calls, and tracking within the CRM program.

● Implemented new schedules that increased service levels from 80% to an 84% Caring.com. San Mateo, CA, December 2013 - February 2020 Partner Success Manager/Sales Manager

● Responsible for supporting small to midsize retirement communities in all aspects of their relationship with Caring.com

● I created a new Partner Success Team in response to a request from senior management to improve client services for both existing and new clients. Built a new “Onboarding and Outreach program” to cement partnerships and increase revenue. The total revenue increased from $2.6mm in 2016 to $3.1mm in 2017, $5.6 million in 2018, and $6million in 2019

(Approx. 15% of all revenue in the company)

● Implement new training procedures for the team- Using online training tools and creating training videos.

● Worked with Sales Team to assist pre-sales overview of what to expect from signing a new contract with Caring.com Recognized by Sales Team Manager as a critical partner

● Implemented and hosted webinars for new and existing clients to outline the benefits of their relationship with Caring.com

● Recognized by Snr.Management for increased revenue and customer support year after year in various all-staff meetings.

● Managed a team of 12 Client Service Agents based in the United States and also 10 in the Philippines (customer calls, emails, and verifying income)

● Manager of a team of 20 FTE comprising sales and customer service agents based in the United States and the Philippines.

● Recruited, interviewed, hired, and trained new staff as business needs dictated. We increased sales staff from 25 to 100 in 14 months.

● Consistently increased monthly sales revenue. (increased from $350,000 monthly average to

$800,000 by the time I left)

● Designed and implemented sales training techniques to increase revenue.

● I recognized talent within the department, promoted six of my sales team to various management positions, and mentored various sales agents interested in pursuing management positions with the company.

Google/Cognizant - Mountain View, CA, July 2012 - December 2013 Team Leader/Trainer/Quality Assurance

● Managed, trained, interviewed, and hired 29 agents for a new project at Google.

● Worked closely with Client to determine the scope of the project and design and implement a new training program for new agents who correspond with customers via various mediums

(Telephone, Email, Chat, and Video conference).

● Implemented support for the program 24/7 and ensured that all agents/supervisors were informed of changes and quality assurances issues.

● Reported a consistent customer satisfaction level of 95%

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