Customer Service Representative

Kelly McElwee ************@*****.*** • 602-***-****

linkedin.com/in/kelly-mcelwee-55a9a4a • Glendale, AZ 85303 Professional Summary

Dynamic, results-oriented professional seeking a new opportunity to utilize my passion for customer care to drive impactful experiences that align with organizational initiatives. Areas of Expertise

• Customer Service

• Sales Enablement & Training

• CMS/LMS Platforms

• Microsoft Office Suite (Word,

Excel, PowerPoint)

• Multi-Tasking

• Communication & Team

Collaboration

Career Accomplishments

• 15+ years of providing exceptional customer support.

• Earned multiple awards, including recognition as a top performer and best employee of the quarter.

• Played a key role in developing and training the Partner Enablement team. Career Experience

Rockwell Information Services – Remote October 2023- Present

Administration Manager

Design, plan, and manage all aspects of learning events, including workshops, webinars, and training sessions. Collaborate with departments such as Marketing, Sales, Learning & Development to align webinar goals with organizational objectives. Serve as the central point of contact, ensuring all teams are informed and engaged throughout the planning process. Track and report key metrics such as registration numbers, attendance rates, no-show rates, and participant engagement. Collect post-event surveys, feedback forms, and evaluation data. Provide recommendations for future learning events based on data and feedback. Upload and configure learning content (e.g., presentations, videos, PDFs, SCORM packages) into the LMS. Structure content in modules or learning paths, ensuring logical flow and ease of navigation. Conduct thorough testing of all content and exams before release to ensure functionality, accuracy, and responsiveness. SonicWall Inc. – Tempe, AZ Jul 2008 – July

2023

Senior Channel Account Manager

Develop and expand existing SMB accounts within selected regional channel partners and distribution. Provide comprehensive support to channel partners, facilitating their engagement in activities that contribute to pipeline expansion and revenue generation. Foster and strengthen relationships with Channel Partners by leveraging an in-depth knowledge of SonicWall's technology, products, and services. Analyze and comprehend channel partners' business models and structures to enable creation and execution of annual business plans. Spearhead efforts to increase Channel Partner revenue while efficiently managing the sales pipeline. Utilize outbound phone and email communications to connect with existing and potential Channel Partners. Serve as a liaison between customers, partners, and SonicWall sales organization. Advocate for channel needs cross-functionally to deliver on partner and customer promises. Identify and pursue mutually beneficial sales activities, strategies, and business opportunities with channel partners. Kelly McElwee

E4E- SonicWall Project – Tempe, AZ Jan 2006 – Jul 2008 Customer Relations Representative

Performing account analysis, entitlement procurement, and customer resolutions in a high-volume call center environment. Utilized probing techniques to assess customer needs, recording relevant information in electronic systems. Conducted comprehensive training sessions for new employees to familiarize them with procedures and policies for enhanced team productivity. Supported operational enhancements and collaborated on problem-solving initiatives to deliver exceptional customer service. Education & Credentials

High School Diploma

Ocotillo Charter School – Phoenix, AZ

Technical Proficiencies

Microsoft Office Suite (Word, Excel, PowerPoint, & Outlook) Salesforce.com Gainsight

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