Kelly Pear Email & Phone Number

Cincinnati Area

CABR Circle of Excellence 2016, 2017,2018, 2019, 2020, 2021, 2022, 2023Comey & Shepherd Realtors Rookie of the Year, 2016

• Implemented two customer contact centers, both internationally and domestically. o Coordinated implementation of workforce management, training, systems & technology, compliance standards, performance expectations and reporting.• Managed business relationship with vendors to ensure compliance, performance and successful implementation of business goals and strategies. • Traveled internationally to oversee operations and support over 1,000 agents.• Collaborated to share best practices to drive efficiencies and leverage knowledge to support the Macy’s brand and customer.

o Developed, piloted and implemented Macy’s beauty chat. o Expanded beauty chat from one vendor to four vendors. o Hired and managed a team of six beauty associates. o Owned relationships with cosmetic buyers, MCOM and beauty vendors. o Increased close rate, acceptance rate and sales on a monthly basis. o Developed training, audit guidelines, QPE standards and reporting.

o Oversaw MCHD phone staff that contributed to 47% sales growth.o Managed proactive chat to achieve a 360% increase in sales growth over LY. o Revised chat rules which led to a 20% reduction in unassigned chats & an increased close rate.o Established chat exit survey to collect customer data and feedback on chat/shopping experience. o Collaborated with team to further incorporate MAGIC in chat.o Led and supported United Way and Bag Hunger initiatives.o Invited to participate in Millennial Strategy Project.

• Solicited associate feedback regarding suggested tool enhancements.• Analyzed customer feedback and behavior to improve online self-service tools.• Carried out monthly department rallies to enhance communication and morale.• Partnered with subject matter experts to prioritize ICM enhancements. • Conceptualized and presented beauty chat initiative to MCCS Board.

Marketing

Bachelor Of Science, Marketing

Activities and Societies: Kappa Kappa Gamma, Pi Sigma Epsilon