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.

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.
• 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