🦉Carrie Kelly Email and Phone Number
🦉Carrie Kelly work email
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🦉Carrie Kelly personal email
An accomplished, innovative, and driven technical business professional, with extensive experience in technical support, operations management, and customer service in the telecommunications sector. Established capabilities at cultivating high-performing teams through comprehensive coaching and training initiatives to elevate customer experiences. A proven aptitude for delivering scalable solutions that surpass client and organizational excellence. Recognized as a pivotal asset in driving company achievements and ensuring sustained success.
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Consumer Experience SpecialistAdventhealthLongwood, Fl, Us
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Consumer Experience SpecialistAdventhealth Jul 2024 - PresentAltamonte Springs, Fl, Us -
Voice Repair Tech LeadBrightspeed 2022 - 2024Charlotte, Nc, UsBRIGHTSPEED, Apopka, Florida Voice Technical Business Lead, 2022-2024• Orchestrated collaborative efforts with agents to improve the overall customer experience.• Managed diverse special projects, notably partnering with fellow leads to craft comprehensive after-hours dispatch training programs. • Provided hands-on coaching and training to empower teams in seamlessly transitioning into after-hours dispatch responsibilities. • Received mentorship from supervisors, actively working toward career progression objectives and readiness for supervisory responsibilities. -
Support Operations SpecialistCenturylink Business For Enterprise 2018 - 2022Monroe, La, Us• Fostered daily partnerships with agents to elevate the customer experience. • Conducted personalized coaching sessions with individual agents, focusing on key performance metrics, such as AHT, UFC, and FCR, resulting in a 20% improvement on performance. • Collaborated with management to identify and address additional training requirements. • Provided frontline support by assisting agents in managing customer escalations, while also offering valuable insights to management in handling higher-level escalations -
Call Quality Assurance SpecialistCenturylink 2015 - 2018Monroe, La, Us• Conducted quality evaluations for consumer data agents’ company-wide, delivering constructive feedback and targeted and coaching. • Facilitated comprehensive training sessions for consumer data agents. • Innovatively developed Quality Assurance (QA) tips to demystify the QA process. • Designed and refined QA training in response to evolving processes. • Actively participated in weekly process meetings. • Consistently surpassed and sustained monthly performance objectives. -
Interim SupervisorCenturylink Business For Enterprise 2014 - 2015Monroe, La, Us• Led the successful onboarding and development of a dynamic team of contracting agents. • Provided hands-on coaching and guidance to team members, empowering them to consistently meet and exceed monthly performance objectives. • Conducted regular one-on-one supervision sessions with newly onboarded agents. • Maintained open communication channels with contracting agencies, delivering timely and insightful weekly reports on agent performance and attendance. • Implemented robust QA measures, including weekly scans and constructive feedback sessions with new hires.
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Support Operations SpecialistCenturylink Business For Enterprise 2010 - 2015Monroe, La, Us• Collaborated daily with frontline agents to improve the overall customer experience. • Provided personalized one-on-one coaching sessions with agents, focusing on key performance metrics such as AHT, UFC, and FCR. • Worked with management to identify and address additional training needs. • Played a pivotal role in managing customer escalations, offering frontline support to agents and assisting management in resolving higher-level escalations.
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Business Repair AgentCenturylink 2008 - 2010Monroe, La, UsComplete trouble tickets and reviewed customer trouble history and escalated to next level when needed.Fill in as a coach for three months and part of a special project as a coach and taking GR calls. Assist agents with troubleshooting customer issues as well as handle customer escalations as they arise, seeking solutions to the problem at hand.
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Consumer Solutions RepresentativeCenturylink 2006 - 2008Monroe, La, UsAnswered incoming calls from residential customers. Answered billing questions and resolved issues on their account. Set up new services. Upsold other product and services.
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Data Management/Federal Funding SupervisorChildren'S Home Society Of Florida 2004 - 2006Orlando, Florida, UsResponsible for day to day supervision and training of Federal Funding and Data Management Staff.Reviewed and monitored case files for compliance and provided one on one training with staff as needed, ensuring no opportunity for any type of Medicaid fraud. -
Director Of EducationRape Crisis Center Of Voluisia Adn Flagler 2003 - 2004Provided work place trainings on such topics as sexual harassment and work place violence.Managed State Funded Contracts and exceeding funding expectations.
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Quality Management SpecialistChildren'S Home Society Of Florida 1999 - 2003Orlando, Florida, UsProvided training to frontline and corporate staff on areas of opportunity to be in compliance with various state and accreditation guidelines.Monitored case files, reviewed for appropriate Medicaid billing activity and reported any concerns to the appropriate program manager.
🦉Carrie Kelly Skills
🦉Carrie Kelly Education Details
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University Of Central FloridaPsychology -
Palm Beach Community CollegeLiberal Arts And Sciences/Liberal Studies
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Palm Beach Gardens High School
Frequently Asked Questions about 🦉Carrie Kelly
What company does 🦉Carrie Kelly work for?
🦉Carrie Kelly works for Adventhealth
What is 🦉Carrie Kelly's role at the current company?
🦉Carrie Kelly's current role is Consumer Experience Specialist.
What is 🦉Carrie Kelly's email address?
🦉Carrie Kelly's email address is cl****@****est.com
What schools did 🦉Carrie Kelly attend?
🦉Carrie Kelly attended University Of Central Florida, Palm Beach Community College, Palm Beach Gardens High School.
What are some of 🦉Carrie Kelly's interests?
🦉Carrie Kelly has interest in Family, Social Services, Learning New Things At Work, Traveling, Education, Church, Animal Welfare, Lake Brantley Rowing.
What skills is 🦉Carrie Kelly known for?
🦉Carrie Kelly has skills like Training, Call Centers, Management, Telecommunications, Process Improvement, Solution Selling, Sales, Troubleshooting, Salesforce.com, Direct Sales, Program Management, Customer Service.
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