Patrick Kelly Email & Phone Number

Atlanta Georgia

-Designed and managed EarthLink’s Speech Analytics program, including reporting, query creation, evaluation design and ongoing strategy.-Coordinate with internal departments to implement Speech Analytics strategy across the Enterprise.-Serving as senior telecom manager.-Managing EarthLink Consumer IVR, telecom disaster recovery, and Cisco call routing platform.-Managing EarthLink Consumer and Business Chat Platforms, including designing smart routing and deflection processes.-Administering Content management system including development, IVR interaction, customer interaction and continued strategy.-Responsible for customized reporting generated from Telecom, Chat, CMS and Speech Analytic platforms.-Managing platforms including Cisco, LivePerson, CrownPeak, Vail Systems, West Interactive and Nexidia ESI.-Responsible for contract and vendor management.

Greater Atlanta Area

Supervised all aspects of store operations including human resources, loss prevention, inventory control, and customer service.

Miami/Fort Lauderdale Area

Developed and maintained corporate e-commerce sites using HTML, JavaScript, VB Script, and SQL.