Kelly Whiteside, Msod Email and Phone Number
Kelly Whiteside, Msod work email
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Kelly Whiteside, Msod personal email
Kelly Whiteside, Msod phone numbers
LEADING TRANSFORMATIONS THAT UNITE PEOPLE, PROCESSES & TECHNOLOGYAs a Dynamic Sales Operations and Customer Service Executive, I embed positive change, influence culture shifts, and elevate organizational performance to achieve extraordinary results. I have keen talent in designing and executing approaches focused on the entire management ecosystem, creating vision, hiring, training and enabling high-performance teams. Energized by business challenges, I'm passionate about transforming operations, reengineering systems/processes, and driving culture change. My efforts have been award recognized, including the Top 20 Women in Washington Leadership Award from Washington Diversity Council in 2016. I’ve optimized results by…♦ Leveraging a transparent and approachable leadership style to quickly build relationships of trust, as well as gain leadership sponsorship and employee commitment, I'm sought after by director level or above leaders for mentoring.♦ Leading a career-enhancing organizational effectiveness through continuous improvement, technology implementation and data-based analysis, I’ve eliminated operating costs 40%+, including 90% headcount reduction. I secured new roles for 80% of impacted employees while improving business case profitability an additional 30%. ♦ Transforming call center by reengineering the ecosystem and culture, outperforming all KPI's `~20%, remaining sustainable for next 5 years. Built new call center; operationalized it on time and under budget.♦ Developing customer service strategy that won prestigious JD Power and Associates Sales & Customer Service Award repeatedly.Additional Competencies:♦ Strategy Planning | Execution♦ Operations Management♦ Process Improvement♦ P&L | Budgets♦ Sales Growth | Cost Savings♦ Customer Experience♦ Call Center Operations | Support ♦ Organizational Development♦ Transformation | Large Scale Change♦ Sales Force Enablement | SaaS♦ Technology Deployment♦ Employee Development | Engagement
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Senior Vice President Global Human ResourcesAfiniti Aug 2023 - PresentHamilton, Bermuda, BmResponsible for our People Experience: Operations, HR Business Partners, Talent and Performance Management, Culture, DEI and Belonging, People Development, Benefits and Data Governance
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Global Head Of Culture And People DevelopmentAfiniti Apr 2022 - Sep 2023Hamilton, Bermuda, Bm
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Vice President, Client ServicesAfiniti May 2018 - Apr 2022Hamilton, Bermuda, Bm
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Principal, Service And Operations Transformation | SalesThe Montage Group 2016 - 2018Partnered with multi-industry organizations to provide consulting services that enhance customer experience in all areas of leadership and operational functionality. Enlisted by and partnered with the CEO of a leading group of drug and alcohol rehabilitation centers – 17 across 9 states, to reduce the time of first call to the patient being in a bed, pursuing a path towards recovery. Slashed 40% of call volume to call center by leveraging technologies, delivering a world class experience. Also improved conversion time by over 80% in less than 3months.Recruited by a technology industry startup to develop a customer retention strategy. With acquisition growth more than doubling year over year, developed a pilot to secure 85% of customer base – results tracked at 94% within three months post implementation.
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Vice President, Service TransformationT-Mobile 2015 - 2016Bellevue, Wa, UsI was selected by the CIO to lead a transformation for a customer and frontline experience through radical product simplification and investment in platform capabilities and technology. I was accountable for channel representation and implementation as well as responsible for enabling continued explosive company growth trajectory. I realized scale benefits, met customer expectations, and transformed sales and service by delivering a digital-first experience. Additionally built the execution plan for a platform that would provide instant authentication, self-service acquisition, shared customer views, a unified channel experience, data-driven interaction, API enablement and full omnichannel capabilities. -
Vice President, Operations And Sales EnablementT-Mobile 2011 - 2015Bellevue, Wa, UsI was promoted to the VP of Operations and Sales Enablement role to transform business operations. I led B2B Operations, including program/project management, product lifecycle management and launch, sales engineering, compensation/commissions, systems, procedures, quality, training and communications. Managed a team of more than 250 employees and budgets of $42M CAPX and $46M OPEX.Spearheading and launching an internal and customer-facing self-serve portal, we slashed OPEX and reduced processing time. I automated manual data entry activities that eliminated duplicate efforts and disparate systems, unified interfaces, streamlined network management, and enhanced data integrity and overall efficiency.I led an initiative that increased customer market share by reintroducing and dramatically improving adoption rates for Salesforce.com CRM used by a 1,200-person highly mobile sales team, providing a simplified one-click access, closed-loop reporting and pipeline management.Increased revenues throughout more than 3,000 retail store channel with a strategy that included customizing and launching Salesforce, reeducating store teams on B2B offerings, standardization, auditing and improved incentives.
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Director And General Manager, Bellingham Call Center, Customer ServiceT-Mobile 2008 - 2011Bellevue, Wa, UsIn this role, I was challenged with revitalizing a legacy call center, while leading a team of more than 300 employees. I oversaw Customer Care and Specialty Departments, including Employee Accounts and Dedicated Account Care for B2B Channel. Additionally, I led Frontline Operations, Resource Planning, HR, Learning and Development, Methods and Procedures, and Facilities Management, with full P&L accountability.I inspired and led a cultural change that resulted to consistent performance in Top 5 status – from a position of #18 out of 24 customer sites based on KPIs, catapulting voice of the customer, significantly reducing attrition and customer resolution average time, and driving overall productivity. The Board of Deutsche Telekom selected our model as the best-practice model for balancing values and guiding principles with achieving bottom-line results.
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General Manager, Frisco Call CenterT-Mobile 2006 - 2008Bellevue, Wa, UsI was promoted to the General Manager role to start up, build and lead a new Technical Care Support center for all T-Mobile devices and products. Within two years I recruited, hired and developed a team of 1,116 employees. I built a 135,000 square-foot call center from the ground floor, forging relationships with local and state officials, and opening the center on time and within budget. By attracting and training talent, running up to eight classes with 26 new hires per class, I achieved all performance expectations and exceeded the site ramp up plan. I championed T-Mobile’s Huddle-Up efforts benefiting the Boys and Girls Club of both Dallas and Collin Counties. Additionally, I was recruited for Collin County Boys and Girls Club Board of Directors.
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Director Customer Service And Sales OperationsT-Mobile 2003 - 2006Bellevue, Wa, UsI was initially recruited at T-Mobile to transform end-to-end customer experience and achieve the company vision as the “Most Highly Regarding Service Company in America.” I led Customer Service to first place, from last, as measured by JD Power and Associates, winning the prestigious JD Power and Associates Sales and Customer Service award an unprecedented 13 times. I promoted continuous improvement in all Customer Service areas, including Service Delivery, Resource Planning, Methods and Procedures, through cross-functional teams solving operational challenges.
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Regional Senior Manager, B2BVerizon Enterprise Solutions 2000 - 2003Basking Ridge, Nj, UsAs Regional Senior Manager I oversaw B2B customer facing service organization in the Southwest Region, delivering proactive and responsive customer support for a full range of products and services. My areas of focus included hiring, training and incentive planning, as well as business forecasting, contract negotiations, territory development, revenue and expense planning and attainment, managing a base of $10M annually. Drove all sales and customer support issues throughout customer life cycle, including implementation billing resolution, trouble repair, and account receivables. I received the Top Manager Award for 4Q00 and was recognized as a Significantly Achieving performer, awarded to the top 3% of the company.
Kelly Whiteside, Msod Skills
Kelly Whiteside, Msod Education Details
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Pepperdine University, The George L. Graziadio School Of Business And ManagementOrganization Development -
Southern Methodist University
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The University Of Texas At Arlington
Frequently Asked Questions about Kelly Whiteside, Msod
What company does Kelly Whiteside, Msod work for?
Kelly Whiteside, Msod works for Afiniti
What is Kelly Whiteside, Msod's role at the current company?
Kelly Whiteside, Msod's current role is SVP - Global HRPeople Operations and Business Partner.
What is Kelly Whiteside, Msod's email address?
Kelly Whiteside, Msod's email address is ke****@****ile.com
What is Kelly Whiteside, Msod's direct phone number?
Kelly Whiteside, Msod's direct phone number is +142546*****
What schools did Kelly Whiteside, Msod attend?
Kelly Whiteside, Msod attended Pepperdine University, The George L. Graziadio School Of Business And Management, Southern Methodist University, The University Of Texas At Arlington.
What are some of Kelly Whiteside, Msod's interests?
Kelly Whiteside, Msod has interest in Traveled To 46 States And 30 Countries, Traveling.
What skills is Kelly Whiteside, Msod known for?
Kelly Whiteside, Msod has skills like Team Leadership, Telecommunications, Program Management, Call Centers, Customer Satisfaction, Management, Cross Functional Team Leadership, Strategy, Project Management, B2b, Sales, Vendor Management.
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