Kelly James Email & Phone Number

My leadership and coaching skills inspire team-wide success and promote continuous improvement to advance business operations.Below are a few ways my progressive professional experience would add value to your organization:➢ As Team Manager for Arvato Digital Services, I managed a team of up to 15 transaction specialists. Through my coaching and guidance, eight associates were promoted within the organization. Voluntary attrition rate for my team was less than 5%.➢ As Senior Team Manager for Arvato Digital Services, I developed and executed business strategies that drove productivity. With core staff education on deliverable metrics and the implementation of associate-level pod leaders to assist less experienced agents, we were able to turn a speed metric from red to green which had been failing for three consecutive months.➢ As Capability Lead for Infosys BPM (transfer from Arvato Digital Services), I maintained efficient business operations. I was designated the American Operation Center point-of-contact for training and oversaw two trainers who handled new hire education and process change requests submitted by the client for over 250 processors and up to 150 new associates. In response to company feedback, I also constructed training sessions that provided hands-on exposure for current employees and new hires. I am targeting new opportunities where my passion for creating an environment of success through employee development and process improvements can be realized. Please feel free to reach out if you have a business opportunity.Specialties:Staff Training & Development | Leadership | Performance Evaluations | Reporting | Data Analysis | Customer Service | KPIs | Microsoft Office Suite | Relationship Management | Contact Center Technology | Problem Solving | Quality Assurance

Listed skills include Process Improvement, Training, Quality Assurance, Call Centers, and 11 others.

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  Attended Truckee Meadows Community College

  General Studies