Jason Kell Email & Phone Number

Lexington, Kentucky Area

I manage a knowledge base of over 10,00 articles from article creation, formatting including style and authoring standards, addressing feedback, as well as retirement. As the Client Lead I interact with both the Leadership teams on the Service Desks side as well as the Client on all aspects involving knowledge. I also manage all projects for knowledge, most recently we migrated the entire knowledge base into a new application. Due to the migration we had to overcome numerous obstacles from broken links, lost images, html code formatting issues and still had a successful go live. I have gained leadership and resource management skills by leading the knowledge management team that has members working from different locations both in the US and Best Shore Locations.

Lexington, Kentucky Area

As new clients were signed our team managed the Collection of current Knowledge Bases used by the client and Transferred them to an HPE approved application. With working with a Client Contact, as well as their previous vendor and reporting progress analysis to leadership; good communication and project management skills were a requirement.I also worked with our Technical Leads on the automated import and export processes, however if we could not get a clean extract usually in an MS Access Database form we would have to get access to the existing knowledge and find additional resources and copy knowledge over manually.

Winchester, Kentucky Area

I supervised the Workforce Management Team who was responsible for creating agent schedules for upwards of 400 agents based on expected call volumes. Analyzing Agent Performance Reports generated for Management and Supervisors. Supervised the Quality Team who was responsible for listening to and evaluating so many call recording's per agent. Assisted Trainers and Supervisors with Attendance related issues.

Winchester, Kentucky Area

I supervised a team of Customer Service Representatives on a Business Process Outsourcing account. Representatives took inbound calls doing technical support for Smart Phones. I monitored agent performance regarding their calls overall Handle times, Hold times, After Call Work and the amount of time spent in Aux. In addition to the phone metrics we also monitored call quality using Side by Side monitoring, Recorded Calls, and Live Monitoring. Gained many useful Human Resource skills as I assisted in delivering, creating, editing templates used for Performance Coaching, Attendance Improvement Plans and Termination Letter's.

Winchester, Ky

Advanced Technical Support agent, answered calls for customers having issues with their smart phone.