Simon Kelly Email & Phone Number

Duluth, Georgia, United States

- Deliver white-glove support and service delivery management to concierge-level clients such as JPMC, Cigna and ESI.- Provide deep technical insights for fast, efficient diagnosis and resolution of complex application-related issues.- Develop customer-facing documents to chair and deliver clear, actionable weekly support review meetings.- Regularly use advanced SQL, Salesforce, and Excel to create insightful ad-hoc reports for both internal and customer-facing usage.

Duluth, Georgia, United States

- Developed technical solutions for complex application-related issues- Crafted knowledge base documentation and tool repository for use by other Support team members.- Oversaw the resolution/follow-up for technical escalations, support issues, and software projectdelivery throughout client network.

Duluth, Georgia

• Lead a focused team of engineers providing best-in-class support to a global customer base.• Collaborated with cross-organization leadership to identify operational pain points, design top-down improvement plans, and deliver measurable gains. • Prepared actionable business intelligence for senior leadership by defining and tracking crucial KPI data points, coupled with an in-depth, versatile data mining and trend analysis through tools such as Salesforce, Power BI, and Crystal Reports.• Enabled at-a-glance, real-time performance monitoring through the creation of executive-level reporting dashboards.• Reduced overall open ticket backlog by 75% by implementing targeted daily goals and long-term process enhancements.• Increased Tier 1 self-sufficiency to 96% year-over-year via the design and adoption of long-term operational and performance improvement plans.

Alpharetta, Ga

• Achieved a 98% first-call resolution rate by providing SME support for multiple applications in a call-center environment.• Received multiple customer commendations by providing above-and-beyond service as well as resolving complex technical and service-related escalations.• Identified and advocated product changes targeted at reducing call volume by 25%+.• Led team in ticket processing by 20% above team average.• Reduced call duration rate by isolating most common issues and documenting easy to follow solutions.• Promoted an environment of customer advocacy

Duluth, Ga

• Delivered operational excellence through coordination and matrix management of Operations, Engineering, Vendor, and Production Support teams.• Maximized client value, retention, and organization profitability by driving continuous improvement of performance metrics, support policies. and customer experience.• Resolved top customer pain points in business solutions support by documenting, qualifying, troubleshooting, and advocating solutions for large-scale systems.• Reduced critical issue volume by 30% by identifying and advocating best practices in proactive maintenance, monitoring, and support solutions.• Identified and recovered ~10% of support budget costs through implementing more granular and transparent metrics reporting in Crystal Reports.• Developed trusted client relationships by providing ongoing project lifecycle management, risk management, and client-facing status reports.

Duluth, Ga

• Oversaw the resolution and follow-up for technical escalations, support issues, and software project delivery throughout client network.• Collaborated with Tier 2 and development resources to resolve high-profile, time sensitive issues.• Maintained a 98%+ SLA achievement rate by training and mentoring a team of 10-15 members.• Improved team resolution rate by creating knowledge base and how-to documents to resolve issues commonly experienced.• Guided and enhanced training by designing product competency development plans.• Proactively improved team efficiency by evaluating, analyzing, implementing, leading and monitoring effective processes and proposals.

Computer And Information Sciences, General

Activities and Societies: Gainesville TheaterComputer Science, Theater Tech

Education record