Kenny Kelley Email and Phone Number

Responsible for all IVR call flow design, change, reporting and implementation. Managed projects for all IVR/Contact Center projects and budgets. Create and maintain all test scripting for contact center applications (Dev, UAT & Prod). Write and record all announcements/prompts for the IVR. Also, voice of the IVR. Product & Process owner for IVR, Language Line, Nice recording, Nice IEX and managing vendor relations. Partner with IT and Business partners on system design and project life cycle. Manage business operations readiness, stakeholder, and deployment activities for implementations. Own, manage and create UAT processes along with responsible for all testing and results for change control, partner with Dev and QA to assist and support testing including Production. Utilize all available reporting tools and feedback methods to analyze success and opportunities for improvement of systems design. Manage relationships with external partners and customers. Worked with all client managers on a weekly/monthly basis to make sure all applications were providing exactly what was purchased and was providing the expected ROI

Comprehensive telecom expense management services including telecom expense recovery audits, optimization of existing services/plans/rates, professional RFP's, special projects, project management, and outsourced AP for telecom invoices.

Manage a Team of Six Telecom Sr. Analyst. Responsible for call routing, design, implementation, ongoing support and creation of Visio’s to support 600 plus plans for a 100 million dollar call center. IVR Design and Support for the merger from CISCO Voice Portal to I-3 which will be a savings of 50 million over 5 years. Implement and manage Telecom/IVR strategic objectives using a comprehensive and consultative approach. Act as a liaison between IT and all business stakeholders for Telecom/IVR initiatives. Create and manage all announcements for all call flows and the IVR. Work with and support the Workforce Management Team on a daily basis on BSR, Queues, Workgroups, Skills, Reporting and all implementations affecting all call centers. Provided 24X7 support, central point of contact and incident resolution. Created test plans for all Call flows, IVR, System upgrades and patches. Manage 10 thousand toll free numbers in the AT&T network. Responsible for managing all technology, projects and providing Tech Support. Company Trainer for Cisco CTIOS Softphone and CUIC Reporting and other products.Design and setup all Inbound/Outbound campaigns. Develop Telecom/IVR process flows, policies and procedures. Create business required documents and business cases, project plans and schedules. Strong organizational skills, problem solving, self-motivator, detailed oriented. Strong financial analysis ability to provide ROI. Establish and maintain Vendor/Account relationships.