Christopher Kelly Email & Phone Number

Paxton, Il, Us

Kansas City, Missouri, United States

In my role as Knowledge Base & Support Content Manager, I focus on creating and managing content that enhances both customer and internal team experiences. My key responsibilities and accomplishments include:External Support Content • Writing comprehensive support articles for Shipper TMS and Carrier TMS, ensuring clarity and usability for our customers. • Creating engaging YouTube video tutorials to provide step-by-step guidance on various “how-to” topics. • Managing… Show more In my role as Knowledge Base & Support Content Manager, I focus on creating and managing content that enhances both customer and internal team experiences. My key responsibilities and accomplishments include:External Support Content • Writing comprehensive support articles for Shipper TMS and Carrier TMS, ensuring clarity and usability for our customers. • Creating engaging YouTube video tutorials to provide step-by-step guidance on various “how-to” topics. • Managing the migration from Intercom to Zendesk, including: • Building a new Help Center from scratch. • Formatting and organizing all content for a seamless user experience. • Migrating all URLs and updating the company website to reflect the transition. • Curating tailored content for specific users, contributing to over $200,000 in churn savings by addressing key customer needs.Internal Knowledge Management • Overseeing the internal knowledge base to ensure team members have access to up-to-date and accurate information. • Developing macros and procedures to streamline support processes and improve efficiency for the support team. • Collaborating with team members to document best practices and maintain consistency across workflows.Through these efforts, I contribute to reducing friction for customers and internal teams while fostering a culture of knowledge sharing and continuous improvement. My work directly impacts customer satisfaction, team efficiency, and overall company success. Show less

Remote

- Proactively pinpointed customer pain points, identified trends, and addressed user issues by swiftly resolving problems and collaborating with Sales, Engineering, and Product teams when necessary.- Delivered top-tier Client-First Support to our continuously expanding customer base, showcasing unmatched customer service and problem-solving prowess.- Collaborated directly with product and engineering teams to rectify bugs and other issues, ensuring their incorporation into future… Show more - Proactively pinpointed customer pain points, identified trends, and addressed user issues by swiftly resolving problems and collaborating with Sales, Engineering, and Product teams when necessary.- Delivered top-tier Client-First Support to our continuously expanding customer base, showcasing unmatched customer service and problem-solving prowess.- Collaborated directly with product and engineering teams to rectify bugs and other issues, ensuring their incorporation into future versions through streamlined tools like Asana and Shortcut.- Maintained an impressive 98% CSAT (Customer Satisfaction) score and a rapid First Response Time (FRT) of under 5 minutes.- Spearheaded the development of a cutting-edge onboarding help center catering to Carriers, Shippers, and Drivers, ensuring their seamless integration and success on our platform.- Crafted informative tutorial videos, empowering users to navigate the system more easily and quickly.- Devised efficient macros that empower the support team to respond quickly to customers encountering similar issues. Show less

Remote

WorkStep is a SAAS Platform that Helps companies Hire and Retain their Frontline Workforce Across The Supply Chain. - Identified Customer pain points, trends, and issues that our users and customers faced. Resolved issues by directly fixing problems and by working together with the Sales, Engineering, and Product teams if further assistance was needed on their ends.- Provided world-class Client 1st Support to an ever-growing customer base, demonstrating exceptional customer service… Show more WorkStep is a SAAS Platform that Helps companies Hire and Retain their Frontline Workforce Across The Supply Chain. - Identified Customer pain points, trends, and issues that our users and customers faced. Resolved issues by directly fixing problems and by working together with the Sales, Engineering, and Product teams if further assistance was needed on their ends.- Provided world-class Client 1st Support to an ever-growing customer base, demonstrating exceptional customer service and problem-solving ability in the process. - Worked directly with the product and engineering teams to resolve bugs or other problems that needed to be resolved and included into future versions using Asana and Shortcut.- Supplied customers with written responses and information, and followed up on customer communications when neccessary.- Demonstrated valuable traits through collaborative work behavior among different teams and departments.- Effectively managed reactive issues with proper service management techniques on various IT challenges.- Testing problems in software systems.- Identification of income potential inside support tickets that assisted in increasing the total revenue of the company by encouraging customers to utilize the platform more often.- It was my responsibility to work on the development of an internal and external Knowledge Base to assist customers and other colleagues in their understanding of the WorkStep Platform.- Averaged a 4.9/5 CSAT- Consistently kept first response times below goal for both email (20 minutes,) chat ( 5 minutes) and phones. Show less

Remote

Inktel Contact Center Solutions is a Business Process Outsourcer, providing intelligent, professional, and advanced Contact Center Solutions and Services for dozens of companies around the world. This includes Phone, Text, Chat, Email, and Social Media support.- Capable of running a virtual team using a variety of techniques and software.- Increased team's overall CSTAT from 69% to 95%. - Perform a wide variety of functions to ensure customer satisfaction.- Consistently… Show more Inktel Contact Center Solutions is a Business Process Outsourcer, providing intelligent, professional, and advanced Contact Center Solutions and Services for dozens of companies around the world. This includes Phone, Text, Chat, Email, and Social Media support.- Capable of running a virtual team using a variety of techniques and software.- Increased team's overall CSTAT from 69% to 95%. - Perform a wide variety of functions to ensure customer satisfaction.- Consistently offer professional, friendly, and engaging service.- Effective communication between management and employees.- Facilitated coaching of team leads, specialists, and associates.- Implemented systems and methodologies that improved the effectiveness of work as reflected on Key Metrics and Statistics. Key Accomplishments: 1.Consistently kept teams CPH (Contacts Per Hour) above the 10- per hour target.2.Managed team payroll ensuring that everyone is paid accurately and on time. 3.Effectively documented complex issues. 4.Accurately maintained technical records to increase operational success.5. Named employee of the month across the company, and won a Strive Award for Tenacity Show less

Starbucks Corporation is an American multinational chain of coffeehouses and roastery reserves headquartered in Seattle, Washington. It is the world's largest coffeehouse chain.- Led the district in daily sales with a 3% increase month over month- Hired, Trained, and developed over 100 Baristas - Created a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback to employees on shift.

Remote

Apple Inc. is an American multinational technology company that specializes in consumer electronics, software and online services.- Provided timely, courteous, and knowledgeable responses to information requests.- Set and met performance targets for speed, efficiency, and quality.- Trained new agents on Mac, IOS, iPad OS, and iCloud.- Provided technical support to customers via email, chat and phone.- Offered assistance to customers regarding purchased products or… Show more Apple Inc. is an American multinational technology company that specializes in consumer electronics, software and online services.- Provided timely, courteous, and knowledgeable responses to information requests.- Set and met performance targets for speed, efficiency, and quality.- Trained new agents on Mac, IOS, iPad OS, and iCloud.- Provided technical support to customers via email, chat and phone.- Offered assistance to customers regarding purchased products or services. Show less

Frankfort, Kentucky

• Led a team of over 20 cashiers and baggers.• Completed store opening and closing procedures,including setting up registers and checking products.• Worked with team members to improve performanceand implement training updates.• Took incentive to help fellow employees when we wereshort handed

Business Administration And Management, General

High School Diploma, High School/Secondary Diploma Programs