Caleb Kelley Email & Phone Number

Greenville, South Carolina, United States

Greenville, South Carolina Area

Greenville, South Carolina Area

Springfield, Missouri

Responsibilities◆ Lead the Customer Support team, provided direction over supply chain processes and services◆ Facilitated proactive customer support through training, team meetings, and direct team oversight◆ Managed complex relationships with customers and vendors with excellence◆ Supported and advised the Director of Integrated Services, and Executive leadership team◆ Developed strategies to coordinate and monitor the daily tasks and workload of the customer servicecontact center staff, redirected workload tasks as needed while observing, developing, modifying andimplementing processes to increase and ensure the daily efficiency of team performance◆ Monitored call activity on a daily basis utilizing the Call Management System (CMS) and available callmonitoring systems by listening, observing and interpreting reports and observations to evaluate teammembers performance and all service levels◆ Ensured that all calls and emails to the ROi Customer Service contact center were answered and managedwithin service level standards in a pleasant and reassuring manner and personally handled escalated customer callsAccomplishments ◆ Successfully implemented a new CRM, Salesforce for the customer support team. Successfully transitioned phone systems from an antiquated Avaya phone system to a robust Cisco IP phone system. Lead the migration from desktops to laptops allowing for flexibility to have team members work from home during inclement weather and retain team members who moved out of the area. Grew the team from eight to fourteen team members.

Springfield, Missouri Area

Responsibilities◆ Evaluated current processes and offered solutions and enhancements that increase productivity◆ Used problem solving skills to assist vendors with issues involving bookings◆ Assisted coordinators with problem solving as well as addressing escalated issues◆ Facilitated team meetings◆ Assisted in training of new coordinatorsAccomplishment ◆ Awarded the "Flying Smart Award" for developing, training and implementing a new process that increased productivity department wide. This new process streamlined the procedure for tracking credits. I trained approximately 50 coordinators to utilize a program called Sales Force exclusively in the credit tracking process in place of Excel. This new process increased productivity and gave our management team reporting options that lead into more improvements in productivity and efficiency.

Rochester, New York Area

Responsibilities◆ Managed store and rep metrics◆ Provided feedback, through coachings & one on ones, to reps to improve metrics◆ Led by example through team selling◆ Assisted manager with profit and loss report and payroll◆ Supervised a team of 15 reps◆ Developed each rep through driving personal accountability◆ Motivated the team by utilizing competitions and games◆ Developed reps through side by sides and call monitoringAccomplishments ◆ Created the "hold tactic" that was adopted site wide as well as other call centers. By identifying opportunities for improvement in team urgency, limiting hold time per call, and giving each team member ownership over their decisions we were able to decrease call time and become the top team in our call center in that metric. This was quickly recognized by our leadership team and we shared our best practices. I was asked to take a few weeks with each of six teams to train them on the “hold tactic”.

Top performance in sales and service-Exceeded daily and monthly quota goals-Demonstrated leadership through conducting team meetings

Springfield, Missouri