Kelli Simon Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

• Part of a team which works cross-functionally with partners and clients in the UK to create a seamless experience across multiple business lines.• Provide personalized, client-right, and compassionate support for a variety of client issues across multiple platforms including email, chat, & inbound and outbound phone calls, while also expanding personal communication skills and positively impacting client retention.• Promoted into the Agent III position based on a high overall quality rating which factors in weekly metrics, writing skills, understanding and following established processes, and receiving a recommendation from my manager.• Weekly support provided includes 95% via phone and/or chat and 5% via email support.• Chosen to be a leader amongst my peers and part of a team that provides coaching to other agents, as well as balancing and managing real-time volume for the entire team.• Recommended by manager to take part in various test and focus groups to help create all around better processes, assist the quality team refine software that would allow them to better understand what good quality service means across multiple platforms and how it can be tracked agent to agent.

Austin, Texas, United States

• Promoted into role to creatively respond to escalated concerns and styling issues efficiently through email, while working directly with customers and internal Stylists.• Provide more personalized service versus the standard ‘follow a process’ issues. Focus on helping the disappointed, or escalated client’s that need more of a special touch.• Selected to join a focus group that was tasked with streamlining various processes for enterprise-wide roll out.

Austin, Texas Metropolitan Area

• Offered superior customer support by communicating effectively through email communications to resolve client issues across the United States. Averaged 160-175 clients per day versus team average of 150.

Austin, Texas, United States

Austin, Texas Metropolitan Area

• Manage HRIS Help Desk by problem solving and responding in a polite and timely manner as well as developing templates and processes for responding to various issues around onboarding of new employees.• Track new hires, status changes & terminations of employees in Kronos and iCIMS companywide for over 6,000 colleagues.

Dubai, United Arab Emirates

• Selected as one (1) of four (4) successful hires out of 130 finalists candidates after multiple rounds of interviews in New York City.• Provided exceptional customer service to each customer on wide-bodied aircrafts with capacities of 350 to 500 passengers.• Worked with colleagues from over 140 different countries in a diverse work environment, to efficiently complete multiple services on flights up to 15 hours in duration to destinations on 6 continents.• Received companywide Najm Service Ambassador award for exceeding expectations in providing service excellence. Awarded to 6 out of 80 colleagues in my training class.

Madrid Area, Spain

• Educated native Spanish speakers ages 6 through 40 with various English levels through speaking, listening, reading, and writing exercises.• Taught and wrote daily lesson plans for classes of 4 to 15 people.• Evaluated the progress of students throughout the school year and provided extra support to students as needed, including correcting essays and resumes, designing specific grammar review classes, and PET and FCE exam preparation.• Earned TEFL (Teaching English as a Foreign Language) Certification from top language school in Madrid, TT Madrid.

Austin, Texas Area

• Selected for the role to manage user processes and the main Customer Support Center, the FAQ Page, which I was responsible for keeping up to date for a growing user base of over 60,000 users of the platform.• Maintain communication with a group of eight (8) software engineers about any reported site issues from identification of an issue, through the planning & prioritizing through to the testing/release/testing phases.• Responsible for bug tracking, reporting, and prioritizing backlog of known problems on the Rallyhood website and mobile app.• Responsible for writing and maintaining user FAQ's, stored on the website, for upcoming and existing software features.• Performed manual QA and user acceptance testing on newly deployed features.

Austin, Tx

• Increased website user count by over 500%, specifically in the school and non-profit sectors by creating and presenting client specific presentations at least twice a week.• Presentations included fast facts on the website & was then personalized based on the organization, as to how it could best benefit their people and org.• Evaluated organizational structures of large accounts to create efficient communication strategies among all levels of the organization.• Once an organization came on board, I helped with training/on boarding/ working with the leaders as to how they can maximize the benefits of our site for their people/org. Organization I worked with included Girl Scouts of Central Texas, Livestrong, & Dell Children’s.

Educated my clients about an active lifestyle and healthy diet and organized an online companywide schedule to facilitate effective use of time for each client.

Education record

In the process of completing 480+ hours of immersive, hands-on remote learning through General Assembly’s Software Engineering Program..

Bachelor Of Business Administration (B.B.A.), International Business

Activities and Societies: Alpha Phi, Marians Service Organization

Education record