Kelly Doyle, Lssgb Email & Phone Number

Senior Manager, Call Center Operations | Melbourne, FL (2011-Present)Lead, coach and manage a team of Supervisors and AgentsMentor and develop team to effectively manage their agents through hands-on teaching, 1 on 1 coaching sessions, team building activities and the sharing of best practices Created 10+ training modules for new Supervisors that were either virtually led, classroom led or self-paced trainings Six Sigma Green Belt Project Successeso Reduced quality error rate by 25.5% o Reduced non-billable cost by 100%, the role doing this task was eliminated by my project o Reduced billing error rates by 97%Reduced Break Overages (nonproductive time) by 80% by creating audit standardsInstrumental in the successful transition of a high value client unhappy with another facilities call center performance Successfully established a “pay for performance program” increasing agent performance and client satisfactionExecuted several key initiatives that have driven quality scores to exceed both client and internal goalsConsistently able to meet company KPI’s - including handle time, aux usage, occupancy, labor and profit marginServed on diverse committees, both internal and external, to improve productivity and increase revenue

Led, coached and managed a team of Supervisors and AgentsExecuted several key initiatives that have driven quality scores to exceed both client and internal goalsStrongly encouraged first call resolution to promote customer and client satisfaction while reducing costsUsed analysis and reports to develop action plans for remediation and/or process improvements Broadened Radials scope with the clients by diversifying call types requiring orchestration amongst multiple work groups ensuring correct call routing, agent skilling, hours of operation, schedules, etc.

Led, coached and managed a team of AgentsInitial point of escalation Quality assurance coach providing training on an ongoing basis Quality review including performing call quality monitoring and working with the training department Increased employee efficiency by monitoring real time adherence and metrics

Account Representative | Melbourne, FL (2007-2009)Maintained, monitored and controlled collection activity and portfolio performance to company standardsSkip tracing, repossessions and collateral disposalConducted required collection activities via telephone and direct contact at the customer’s home or place of employmentCustomer Service Representative | Melbourne, FL (2005-2007)Performed insurance and title follow ups, commodity checks and verificationsMaintained credit files, legal files and titles

Human Resources Manager | Syracuse, NY (2003-2005)Supervised staff of 8Employee Relations for a 250-seat call centerReduced call out rate by 45% by changing to a live call out lineDecreased absenteeism rate by 66% Planned, analyzed and implemented human resource programs and policies in the areas of staffing, compensation, benefits, employee relations and training Responsible for administration of FMLA, workers comp, unemployment hearings, and employee well-being programs Evaluated benefit needs and requirements with senior leadership and assisted in choosing insurance vendors and plan offerings within budgetary requirements and Healthcare Reform guidelinesCoordinated federally mandated auditsCompany representation at step one grievances with the CWA UnionCustomer Response Manager | Syracuse, NY (1998-2003)Customer Sales & Service Specialist | Syracuse, NY (1994-1998)Commercial Telemarketing Representative | Syracuse, NY (1992-1994)