Kelly Sigmon work email
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Kelly Sigmon personal email
Customer Experience Strategic Partner that specializing in three key areas:Technology Change Management• Launched Salesforce to 75K users in 30K locations.• Deployed POS software to 30K locations.• Proven experience with the purchasing, planning, implementing, and post-deployment of technology.Customer Experience Management• Drove cross-functional improvements - Operationalizing the CX Experience.Contact Center Strategist• Developed and implemented organizational strategic vision for 106M contact center with 16 locations. • Reduced call wait-times more than 50% and increased customer satisfaction rates by 55%.Accomplished Speaker • Spoke to both external and internal groups as large as 600 employees about elements of Customer Experience. Spoke at Forrester Customer Experience in 2021, and National Postal Forum in 2021, 2012, and 2011.If you are interested in being a networking partner, please feel free to reach out via LinkedIn or my email, ksigmon8143@gmail.com.
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Ceo And FounderKms Cx SolutionsFlorida, United States -
PrincipalDeep Water Point & Associates Sep 2023 - PresentAnnapolis, Maryland, UsDeep Water Point & Associates is composed of industry veterans and government experts, dedicating their expertise to maximize our clients’ competitive edge. Combining insight into the mission drivers that shape governmental decisions with an understanding of market trends and emerging opportunities, Deep Water Point & Associates gathers actionable intelligence for its clients – giving them a leg up on securing bids in vital sectors. Our team leverages experience from senior level agency experts as well as technology professionals to craft custom proposals designed around each individual client's strengths. Our clients win due to the combination of their high-value offerings and Deep Water Point & Associates’ deep knowledge of the agency, the program, the operational culture, and the key decision-makers. -
Ceo And FounderKms Cx Solutions Feb 2023 - PresentGreat Tampa Bay Metro, Florida, UsOffering a unique delivery for operationalizing the customer experience improvement at every touchpoint. Leveraging prior experience to offer customized customer service strategies, approaches, and improvements to a diverse portfolio of clients. Specializing in technology change management, increase customer satisfaction, and leading organizational efficiencies and effectiveness.
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Vice President Customer ExperienceUnited States Postal Service Aug 2018 - Dec 2021Washington, D.C., UsResponsible for developing an effective customer experience strategy that drove a customer focus into all aspects of the USPS. Responsible for four large Customer Care Centers, Consumer Advocate, Field Customer Relations teams.• Led large scale digital transformation from internal customer relationship management (CRM) system to Salesforce CRM across over 31,000 locations and four (4) large customer care centers (contact centers). This included over 75,000 users.• Oversaw four (4) large customer care centers (contact centers) that received over 100 million customer calls annually.• Oversaw a customer relations department that included the Consumer Advocate headquarters team and fifty (50) teams in the field. Teams focused on escalated customer inquiries, implementing customer experience improvement initiatives, and interfacing with mailing community and local operations. -
Vice President, Retail And Customer Service OperationsUnited States Postal Service Sep 2013 - Aug 2018Washington, D.C., UsOversaw the integration of strategy, technology, and corporate policies and procedures to optimize a large postal retail network to improve the customer experience, maximize retail revenue, and reduce the cost to serve across postal operated and retail partner access points representing over $13B in retail revenue, annually. • Enhanced point of sale system by integrating customer and employee survey and feedback data. • Developed and implemented the organizational retail strategy across multiple consumer channels.• Oversaw the development and implement of customer focused retail field training.
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Vice President, Channel AccessUnited States Postal Service Jun 2011 - Sep 2013Washington, D.C., UsDeveloped, marketed, and managed the strategies for postal operated and retail partner locations, and digital retail channel that focused on maximizing profitable revenue by improving and expanding access to products and services for consumers and small businesses• Oversaw the implementation of a completely redesigned usps.com consumer facing website• Developed and implemented a cross-channel strategy for a $17B portfolio• Managed Point-of-Sale retail technology to support network of 31,000 locations• Developed of channel specific metrics, analytics and systems• Oversaw the development of marketing across the retail channels
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Vice President, Engineering SystemsUnited States Postal Service Jun 2010 - Jun 2011Washington, D.C., UsOversaw the development and acquisition of complex automated systems to support a large processing and distribution network• Managed large budget to support hardware and software systems• Oversaw the maintenance operations to support • Enabled the use of engineering technology to drive innovation to leverage infrastructure for revenue generation• Developed electronic parcel locker system for field pilot• Implemented technology that created visibility customers to view mail for P.O. Box customers
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Executive In TrainingUnited States Postal Service Jun 2009 - Jun 2010Washington, D.C., Us
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District Manager, Southeast MichiganUnited States Postal Service Jun 2006 - Jun 2009Washington, D.C., UsExecutive position responsible for all postal operations in one of 80 districts nation-wide. This included two processing and distribution centers, and 124 post offices encompassing the eastern side of Michigan with 7,200 employees.• Managed distribution and retail operations, human resources, finance, marketing and customer relations, operations support, and information systems departments. • Emphasized operational improvements through the creation of a series of back-to-basics management classes for all managers from postmasters to on-line supervisors.• Oversaw the implementation of a large 803,000 square foot replacement facility.• Achieved Customer Service award seven quarters of the nine quarters of my tenure. This is an internal award based on an external survey to our residential customers administered by the Gallop Corporation • Improved safety performance by reducing accidents by 9.2%.
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Senior Plant Manager, Troy, MiUnited States Postal Service Jul 2004 - Jun 2006Washington, D.C., UsExecutive responsible for all processing and distribution operations for one of 80 USPS districts. Managed operations of two processing and distribution centers (P&DC), which contained 1,600 employees. Managed the operations, maintenance, transportation, and in-plant support departments through thirteen managers. In addition to making operational improvements, supervised the development of a complete business case, which justified the need for a large 803,000 square foot replacement facility. The projected was approved by the Board of Governors of the USPS in 2005. Made a series of presentations to justify the purchase to senior leadership team of the USPS.
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Area Manager, In Plant SupportUnited States Postal Service May 2002 - Jun 2004Washington, D.C., UsEntry-level Executive Position that managed a staff of twenty-two within two departments. In Plant Support was responsible for optimizing equipment utilization, personnel scheduling, volume and efficiency tracking, implementing new technology, redesigning plant floor layouts. Maintenance was responsible for staffing of preventative and operational maintenance, including addressing and facilitating the repair of complex machine breakdowns in field operations.
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Various Support And Analyst PositionsUnited States Postal Service Jul 1989 - May 2002Washington, D.C., UsHeld Management and Analyst Positions at Field, Area and Headquarters level.
Kelly Sigmon Skills
Kelly Sigmon Education Details
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Massachusetts Institute Of TechnologySloan Fellow -
California State Polytechnic University-PomonaIndustrial Engineering
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California State Polytechnic University-Pomona
Frequently Asked Questions about Kelly Sigmon
What company does Kelly Sigmon work for?
Kelly Sigmon works for Kms Cx Solutions
What is Kelly Sigmon's role at the current company?
Kelly Sigmon's current role is CEO and Founder.
What is Kelly Sigmon's email address?
Kelly Sigmon's email address is ks****@****sps.com
What schools did Kelly Sigmon attend?
Kelly Sigmon attended Massachusetts Institute Of Technology, California State Polytechnic University-Pomona, California State Polytechnic University-Pomona.
What skills is Kelly Sigmon known for?
Kelly Sigmon has skills like Leadership, Business Strategy, Operations Management, Strategic Planning, Cross Functional Team Leadership, Channel Partners, Team Building.
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