Kelby Morris Email & Phone Number

Colorado Springs, Colorado, United States

Supporting the Technical needs of the library district.

Colorado Springs, Colorado

Oversaw high-level technical support to over 8000 end users per year for a company with $80 Billion in annual revenue and 110MM customers across the US, analyzing client data to consistently achieving up to 15% above team targets.Managed over 20-30 calls per day with an average handle time of 800 seconds, while overseeing over 60 ticket escalations per month including call backs, ensuring a customer satisfaction rating of 75%+.Spearheaded an initiative to program an HTML application to augment note taking during calls, while creating and implementing over 2 troubleshooting guides for over 100 partners globally, saving 1300 hours in staff time per year.Integrated an engineering coverage map for over 4 teams to identify over 100 coverage spots previously unidentified, resulting in a system overhaul which reduced duplicated labor by 70% and allowed cross-functional collaboration. Awarded the In-Crown Award for being in the top performer of 2022 and the Winners Circle award as a top ten performer of 2021 for consistent track record of achievement in first call resolution and handle time.

Colorado Springs, Colorado

Technical Sales Support Manager (2016)Directed technical sales support for a company with over $30 billion in annual revenue domestically, leading a team of 10 to provide support to over 6.8 million clients, ensuring a team KPI achievement of 97%.Drove of $1.5MM in new revenue in less than a year with an average handle time of less than 600 seconds, exceeding all organizational sales metrics by double digits.Advanced Technical Support Expert (2014 – 2016)Triaged over 20-30 support tickets per week for complaints to the corporate office, providing customer support to over 7000 customers per year, ensuring a customer satisfaction rating of 85%+.Consistently recognized as a top performer for both the team and across the company, ranking in the top 10% for 2 key metrics – for achieving an average handle time under 800 and for first call resolution.Sales Associate (2013 – 2014)Provided high-touch customer service and custom product solutions to clients on over 4 product lines, including phone, tv, security systems, and internet working with over 10,000 customers per year to drive over $150,000 in sales revenue.Earned and maintained a position in the top 10% of the company site for sales associates during 100% of tenure, achieving top ranking for revenue earned, first call resolution, and handle time.