Customer Service Delivery

KELLY MULLIGAN

Ballwin, MO 314-***-**** kellymulligan47@@gmail.com Linkedin.com/in/kelly-mulligan

CUSTOMER SERVICE MANAGEMENT MULTI-SITE OPERATIONS COORDINATION TEAM LEADERSHIP

“Customer-focused professional with extensive experience managing customer service operations, streamlining operational processes, and developing high-performing teams to enhance customer satisfaction and drive business success.”

Proven record of managing high-value client portfolios, reducing service delivery times, and increasing customer retention via strategic process improvements. Known for delivering best-in-class customer experiences, optimizing team performance, and augmenting operational efficiencies that lead to cost savings and improved service standards. Expert in developing and applying effective customer service strategies, utilizing data to optimize workflows and elevate long-term customer loyalty. Elite communicator; cultivates strong relationships with clients, diverse teams, and stakeholders to exceed business objectives.

CORE COMPETENCIES

•Customer Satisfaction Enhancement

•Multi-Unit Management

•Data Analysis & Reporting

•Staff Scheduling & Forecasting

•Operational & Service Excellence

•Strategic Planning & Execution

•Escalation Management

•Performance Optimization

•Complex Problem Resolution

•Process Improvement

•Quality Assurance

•Conflict Resolution

KEY ACCOMPLISHMENTS

•Managed a client portfolio worth $2.1M, consistently meeting or exceeding service expectations, resulting in enhanced customer retention and satisfaction.

•Improved service delivery times, enhanced customer satisfaction, and increased repeat business by implementing streamlined operational processes and providing best-in-class customer services.

•Played key role in generating annual savings of $25K by revamping international demo program and driving process improvements.

•Trained and developed high-performing teams, reducing turnover and increasing employee engagement through effective coaching, mentorship, and clear communication of job expectations.

•Boosted customer retention and reduced prescription fulfillment delays by resolving complex prescription coverage issues collaborating with healthcare providers, and recommending alternative medications.

WORK EXPERIENCE

Express Scripts/Cigna, Remote Work

Customer Service Representative/Pharmacy Technician, 2021 – 2025

Streamlined prescription management by addressing coverage issues, ensuring patients receive timely and cost-effective solutions. Processed orders, cancellations, and returns, maintaining accuracy and contributing to smooth operation of pharmacy department.

•Elevated customer satisfaction scores and decreased escalations by providing expert support on wide range of products, technical issues, and pharmaceutical queries.

•Delivered top-tier service for international medical claims and reimbursements, ensuring compliance with contractual agreements and timely resolution of inquiries.

Parkway Schools, Parkway North School District Regional Food Service Manager, 2018 – 2021

Optimized food service operations by leading team of 50+ high-performing staff members across 7 schools, ensuring seamless service delivery and maintaining high levels of student and stakeholder satisfaction.

•Managed food production and staff operations, meeting performance targets and providing excellent service to over 3K students. • Spearheaded process enhancements that increased operational efficiency, reducing waste and improving customer satisfaction.

•Developed and trained a high-performing team, boosting employee retention and improving response times to service requests. • Administered bi-weekly payroll via WorkForce for 50+ employees, maintaining compliance with payroll policies, FMLA, and PTO.

•Established and nurtured strong relationships with suppliers, resulting in notable reduction in operational costs.

•Recognized with Parkway’s Bowl Me Over Award in 2018 and 2020 for outstanding leadership and service excellence.

Kelly Mulligan

Optima Graphics, Fenton, MO

Internal & External Representative / Demo Coordinator, 2016 – 2018

Drove exceptional client relationships and operational efficiency while managing a portfolio worth $2.1 M. Recognized for delivering outstanding service and creating cost-saving solutions to support customer satisfaction and company profitability.

•Increased customer retention and satisfaction by negotiating pricing and developing customized solutions.

•Enhanced team performance and operational knowledge across administrative functions via inclusive training and mentorship.

•Responded to customer inquiries with urgency, leveraging system knowledge to resolve product, order, and inventory issues.

•Cultivated and maintained strong business relationships with key client stakeholders, elevating client engagement and trust.

•Resolved escalated customer issues by delivering effective solutions in collaboration with internal teams and operations.

McAlister's Deli

Assistant Manager, 2010 – 2016

Led a high-performing team of 45 employees across seven St. Louis-area restaurants, optimizing operations and fostering a customerfocused culture. Enhanced efficiency, augmented employee engagement, and consistently exceeded business objectives through strategic planning and process improvement.

•Increased operational efficiency by implementing process documentation and best practices, resulting in a highly trained workforce ready to handle diverse operational needs.

•Spearheaded compliance with corporate protocols and procedures, addressing audit findings and significantly improving control environment with 100% audit clearance.

•Directed operational improvements across seven restaurants, acting as primary trainer for new company standards and ensuring consistency in service delivery.

•Improved scheduling accuracy and optimized team productivity by forecasting staffing requirements based on data analysis of past and current year performance.

•Built marketing strategies to attract and retain employees with ideal skill sets, reducing turnover and increasing team morale.

•Negotiated vendor agreements and conducted cost analysis to maximize profit margins while improving operational efficiencies.

•Coordinated with cross-functional teams, including franchisees and corporate to ensure compliance with company policies and maintain profitability.

ADDITIONAL & VOLUNTEER EXPERIENCE

Assistant Manager Panera Bread Teaching Assistant

Special School District of St. Louis County

General Manager

Compass Eurest Dining Services

Volunteer

Pujols Foundation, McAlister's Deli

Volunteer

Special Olympics

EDUCATION & PROFESSIONAL DEVELOPMENT

Degree Type in Major/Minor Subject

University

Certified Executive Chef

The Culinary Institute of America

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