Kelly Sigmon Email & Phone Number

Florida, United States

Annapolis, Maryland, US

Deep 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.

Great Tampa Bay Metro, Florida, US

Offering 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.

Washington, D.C., US

• Responsible 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.
• 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.
• 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.

Washington, D.C., US

• Oversaw 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.
• 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.

Washington, D.C., US

• Developed, 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.
• 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

Washington, D.C., US

• Oversaw 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

Washington, D.C., US

Washington, D.C., US

• Executive 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.
• 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%.

Washington, D.C., US

Executive 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.

Washington, D.C., US

Entry-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.

Washington, D.C., US

Held Management and Analyst Positions at Field, Area and Headquarters level.

Mba, Sloan Fellow

Bachelor Of Science - Bs, Industrial Engineering

Education record