Director/Operations/Sr. Manager Operations/Operations Management
Resume:
Ashley Kelm
*** ********* ******, ********, **** 43223
******@*****.***
MANAGER / DIRECTOR
FOCUS OF INTEREST: OPERATIONAL MANAGEMENT
CORE COMPETENCIES
Process Improvement
Operational Efficiency
Leadership and Teambuilding
Wireless Technology Management
Contact Center
Wireline and Wireless Procurement
Project/Operation Management
Budget/Resource Allocation
Technology savvy and quality-focused professional, powered with experience in customer service and managerial capacity. Exemplify excellent observation skills combined with the ability to multitask even under pressure. Display outstanding leadership skills and recognized as an effective motivator and employee performance evaluator. Proven record of producing financial results through application of methodologies guaranteed to enhance operations while minimizing costs. Demonstrate adeptness in problem solving, team building, budget management, and profit and loss management. Generate substantial revenue, productivity, and quality improvements through well-managed and on-time completion of projects. Possess outstanding interpersonal, communications, and conflict management abilities.
PROFESSIONAL EXPERIENCE
PROFITLINE, INC. ~ SAN DIEGO, CA
Director, Mobility Operations Nov 2010-Present
- Singlehandedly manage activities within all Mobility Operations’ contact center and fulfillment departments throughout ProfitLine, while supervising direct reports composed of department managers and project managers
- Efficiently perform assigned responsibilities and tasks, contributing to departmental growth and sales enhancement
- Provide oversight to the completion of Six Sigma projects and new client implementations
- Conceptualize and carry out initiatives that advance international growth of operations and ramp up redundancies
- Spearhead the overall Profit and Loss for Mobility Operations through sales supporting pricing strategy
Career Highlights:
- Played an integral role in the establishment of a second site for the Contact Center
- Supervised all Mobility new client implementations
- Provided outstanding assistance in various successful Mobility sales initiatives
- Rendered key participation in the development of Mobility product offerings as well as its marketing plans
Senior Manager, Mobility Operations Jun 2005-Nov 2010
- Spearheaded a department of over 60 customer service representatives responsible for receiving almost 1000 inbound calls daily for over 50 ProfitLine clients in a 24/7 call center
- Facilitated coaching and development, structured client reporting metrics, ensured department budget adherence, as well as closely monitored attrition and attendance, which led to achievement of utmost employee satisfaction within the contact center
- Initiated client interactions to discuss matters involving sales, implementation, and operational management
- Assumed a leadership role in various organization-wide initiatives, such as process improvements and sponsoring of Six Sigma projects
Career Highlights:
- Recognized as the Employee of the Month in March 2006
- Created and enforced IVR structure
- Formulated and implemented the company’s first pointed attendance policy for the contact center
- Reinforced a call manager solution called Cisco VoIP
- Successfully accomplished a customer satisfaction project for Six Sigma Black Belt, which raised all clients CSAT scores from below 50% to above 90% in a four-month period
- Directed an on-boarding staff project that contributed in lowering attrition by 50% yearly
- Designed an organizational chart, which was adapted throughout the contact center and by all leads (SME) for CCR assistance
- Implemented the “mobility advance configuration process” solution that increased FCR by 25% within the contact center
- Constructed a knowledgebase tool with search functionality, helpful in centralizing all functional documents
- Initiated a project to re-structure the IVR for call routing, which generated savings of up to more than half a million dollars for the first year, after two years of IVR launch
- Finished training for executive-level employee’s within one of the Fortune 20 client base
- Applied a weekly scorecard for all CCRs, leads, and supervisors within the contact center
- Created metrics surrounding scorecard delivery method
FEDCEL, INC. ~ COLUMBUS, OH
Manager, Customer Care Aug 2003-Jun 2005
- Managed the overall operations within the contact center and supervised the fulfillment team
- Led the two departments in charge of scheduling, hiring, attendance management, evaluations, employee records for assigned personnel, and continuous up-to-date training of all customer care center personal
- Led changes, correspondence, and standard letter of agreements (SLAs) to strengthen vendor relationships
- Coordinated with IT Operations, IT Development, Account Management, Sales, and Audit groups to ensure total customer satisfaction
Career Highlights:
- Spearheaded the installation and inventory for all device and accessories
- Created and implemented accessory client pricing model
- Cultivated and maintained solid relationship with primary wireless carriers, gaining new business and referrals
- Structured a Percentage Service Level (PSL) service metrics for external clients
- Completed all external client reporting for both organizations
- Headed the FedCel throughout the acquisition process, making ProfitLine as a member of the senior leadership team
SAFELITE AUTO GLASS ~ SEATTLE, WA
FNOL Specialist Jul 2001-Aug 2003
- Handled and received calls regarding First Notice of Loss, totaling to approximately 250 inbound calls on a daily basis
- Provided support in filing after-hour claims to insurance companies
- Aided in quoting replacement costs for damage claims
Career Highlights:
- Played a pivotal role in the successful launch of the First Notice of Loss division
- Facilitated side by side training for new specialists
EDUCATION
Bachelor’s Degree in Operations and Supply Chain Management: In Progress: Dec 2012
Franklin University ~ Columbus, OH
President’s List (3 consecutive years) ~ Scholarship for Grade Performance in 2010
PROFESSIONAL DEVELOPMENT
Advanced Interpersonal Communication ~ New Horizons ~ Columbus, OH: 2008
Project Management Fundamentals ~ New Horizons ~ Columbus, OH: 2007
Six Sigma Black Belt ~ University of San Diego ~ San Diego, CA: 2007
VOLUNTEER ACTIVITIES
Faith Mission
Children Services
Habitat for Humanity
Columbus AIDS Task Force
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