Suzanne Kelly Email & Phone Number

Buffalo/Niagara, New York Area

Integral member of a 5-person team that maintained adherence to and helped to create policies and procedures for 150+ employees. Led a team of agents who handled sensitive consumer safety issues, which included monitoring daily reports, coaching, mentoring, skill development and day-to-day human resources functions. Daily activities included report auditing; monitoring outgoing consumer phone calls, live chat and email conversations, providing feedback to agents, managing escalated consumer calls, approving reimbursement transactions, and coordinating consumer correspondence. During the holiday season, managed an additional 60-80 employees and the correspondence team, which handled all incoming and outgoing email and white mail, including executive correspondence

Buffalo/Niagara, New York Area

Supervised a team of agents ranging from 21 agents up to 60+ during holiday season. Monitored and audited individual agents, ensuring performance through coaching correction, motivation and appraisal. Handled day-to-day human resources functions, encompassing disciplinary action, recruiting and hiring of agents.

Buffalo/Niagara, New York Area

Created and maintained product information files for incoming new products. Prepared reports detailing defect trends and contributed to corrective action issues, interfacing with internal teams and outside licensees. Coordinated all parts orders shipped to our international affiliates.

Buffalo/Niagara, New York Area

Managed inbound consumer call activity encompassing customer service, sales and written correspondence, maintaining a high service level with above expectations yearly reviews. Was promoted to Senior Representative from Representative 3 based on high performance in 1992.