Tony Kellerman Email and Phone Number
Vp, Customer Experience | Solving problems to deliver the best customer experience at
@
ContactCloud
Santiago, Ñuñoa 8320191, CL
Tony Kellerman's Location
Amelia, Ohio, United States, United States
Tony Kellerman's Contact Details
Tony Kellerman work email
- Valid
- Valid
- Valid
Tony Kellerman personal email
n/a
About Tony Kellerman
Results-oriented professional with extensive experience in operational, project, and program management, hardware and software implementation. Strong leader with technical aptitude and ability to manage technical teams or be the resource. Proven track record of leading teams, managing change and achieving results on time and on budget. Self-starter who consistently meets and exceeds department expectations. Proven ability to remotely manage and direct teams and projects.• Project Management • Revenue Forecasting & Delivery• Program Development • Technical & Project Problem Solving • Team Building • Quality & Process Improvement• Time & Resource Management • Relationship Building• Risk Management • Communication & Presentation Skills• Training & Mentoring • Client Business relationship• Agile delivery
Tony Kellerman's Current Company Details
Contactcloud
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Vp, Customer Experience | Solving problems to deliver the best customer experience
Santiago, Ñuñoa 8320191, CL
- Website:
- contactcloud.cl
- Employees:
- 2
Tony Kellerman Work Experience Details
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ContactcloudAmelia, Oh, Us
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Vice President Customer ExperienceContactcloud May 2024 - PresentLead deployment and support by delivering the highest quality project deliverables and support to our customersPartnering in a consulting role with contact centers leaders to offer seamless solutions that optimize performance and enhance (CX) customer experiences.Support Sales in presales opportunities to empower businesses across diverse industries to achieve unparalleled success.Working with various partners and service delivery experts in delivering cutting-edge contact center solutions that drive efficiency, enhance customer satisfaction, and optimize operational performance.
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Vice President Customer ExperienceSmartz Solutions Apr 2023 - May 2024Mauritius, Black River, Mu• Lead North America deployment, support and services by delivering the highest quality project deliverables, professional services and support to NA customers• Define, develop and implement processes and drive their overall achievement that are repeatable and scalable and that are adopted globally throughout Smartz’s organization. Such as:o Partner closely with third parties (vendors, partners, and service providers) for services scale and customer outcome deliveryo Partnering with sales to make sure processes are in place that ensure orders are fully documented and have gathered all the required information before being transitioned to services for delivery. The goal is for the customer to seamlessly transition from sales to services with full knowledge of the deliverables as well as customer success criteria.o Align with product and engineering teams on processes that enable delivery of software of the highest quality and on time delivery to satisfy our customerso Align with support teams on processes that improve our customers journey throughout the support lifecycle -
Director, Program Manager North AmericaSmartz Solutions Apr 2021 - Apr 2023Mauritius, Black River, MuProvide Director level leadership for Program Management and Support (subject matter expertise) for our partners deploying the Smartz Solutions Suite of products in North America.
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Director, Program ManagementNice Ltd Jan 2015 - Apr 2021Hoboken, New Jersey, UsA Director level position that has oversight of multiple services delivery projects for multiple Fortune 500 premier accounts. Emphasizing the coordinating and prioritizing of resources across projects, managing links between the projects and the overall costs and risks of the program. Provide governance, assist in change management and responsible for maximizing ROI and value delivery.• Selected as a leader to help develop and implement processes, procedures, tools and KPI reports for this newly developed role within the company.• Provide Program/Portfolio Management to numerous major accounts. -
Director, Client Business ManagerNice Ltd Aug 2012 - Jan 2015Hoboken, New Jersey, UsA Director level role that is responsible and accountable for all services and support aspects for multiple Fortune 500 premier accounts. Acts as a single point of contact for the client for all Services and support related issues. This includes implementation, roll-out, and delivery of product and services, support of production issues, as well as business development and generating new business jointly with the sales team.• Took on additional leadership role within the Major Accounts with seven direct report Client Business Managers and Project Managers • Developed a Client Business Manager Dashboard via Oracle BI that allows CBM’s to have all the important information on a single dashboard which improves CBM efficiency.• Provide Client Management to major accounts such as DirecTV, ADT, TYCO and Hewlett Packard.
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Director, Project Management OfficeAspect Software Aug 2007 - Mar 2012Boulder, Colorado, UsDirected and led the Project Management Office that provided all resource staffing, forecasting, global communication, training, process improvements and reports to senior and project management to ensure that projects were carried out consistently and successfully in accordance with company strategies. Managed 9 employees and supported global management. Assisted in managing the attainment of $36MM annual revenue.• Assisted in the creation and design of a custom application that allowed all Professional Services resources to be more efficient and consistent in forecasting, staffing, reporting and project status. • Key person who managed the design and deployment of tools and applications to support global professional services including SharePoint, Amdocs and Oracle.• Key member of a global/cross functional team that created the policies and procedures for Global Professional Services that provided quicker turnover to support and increased customer satisfaction.• Team member who ensured that professional services adhered to PMI standards, resulting in higher quality installations, better project management and quicker revenue recognition.• Developed the lessons-learned-process for the archiving of all project assets to allow project managers quick access to information and avoid the risk of having duplication of efforts. -
Director, Professional ServicesConcerto Software (Now Aspect Software) Jan 1998 - Aug 2007UsProvided leadership to the project management and implementation consultant teams. These teams delivered enterprise level software and hardware solutions for top global corporations integrating contact center technologies: Outbound dialer, ACD, CTI, Email, Chat, IVR, Call recording and web based desktop integration. Managed an installed revenue base of $3MM-$5MM. Managed 40 team members.• Initiated, developed and established all best practices for project management and implementation consulting that did not exist previously.• Implemented training programs for all personnel to increase capabilities, including in house workshops, PMP certifications and Microsoft certifications which resulted in more efficient, effective and higher quality project delivery to the customers.• First director and key contributor in the creation of the Project Management Office department for Professional Services that provided all resource staffing, forecasting, and quality measurements reports to senior and project management. -
Project Manager / System Integration ManagerDavox (Now Aspect Software) Jan 1990 - Jan 1998Provided project management, integration, training and troubleshooting support to numerous Fortune 500 accounts. Managed and achieved installation revenue goals of $750,000 annually.• Project managed and implemented a large-scale, $1MM deployment of Unison systems to EDS/Centrobe throughout the U.S. • Assisted in the developing of a quick deployment strategy that allowed Centrobe to relocate and re-deploy systems to utilize agents in the case of an outage.• Project managed a large $800k conversion for PSE&G from “paper and pencil” to a fully automated call center that dramatically improved their resource and time efficiencies.• Built strong relationships and delivered consistent, expert project management, integration, training and support to numerous Fortune 500 accounts such as GE Capital, AT&T, GMAC, EDS, and Citicorp bringing these projects in on time and on budget.• A key and founding member in the creation of the initial project management role including processes and best practices for the company.
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Senior Field EngineerLee Data Corporation Nov 1983 - Jan 1990Installed and maintained a varity of IBM 3270 compatible terminals, printers and cluster controllers. Other titles included; Field Engineer, Associate Field Engineer.
Tony Kellerman Skills
Integration
Professional Services
Program Management
Process Improvement
Call Centers
Contact Centers
Call Center
Telecommunications
Enterprise Software
Management
Strategy
Project Management
Leadership
Unified Communications
Saas
Crm
Team Building
Customer Satisfaction
Pmp
Customer Service
Vendor Management
Sharepoint
Solution Selling
Ivr
Cti
Acd
Forecasting
Microsoft Office
Operations Management
Project Planning
Troubleshooting
Pmo
Change Management
Ms Project
Coaching
Call Logging
Strategic Planning
Project Coordination
Hardware
Team Management
Key Account Management
Data Analysis
Financial Reporting
Team Leadership
Teamwork
Employee Relations
Customer Relations
Problem Solving
Scrum
Visio
Voip
Tony Kellerman Education Details
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Itt Technical InstituteElectronic Engineering Technology -
West Clermont Career CenterElectronics I&Ii
Frequently Asked Questions about Tony Kellerman
What company does Tony Kellerman work for?
Tony Kellerman works for Contactcloud
What is Tony Kellerman's role at the current company?
Tony Kellerman's current role is Vp, Customer Experience | Solving problems to deliver the best customer experience.
What is Tony Kellerman's email address?
Tony Kellerman's email address is to****@****ice.com
What schools did Tony Kellerman attend?
Tony Kellerman attended Itt Technical Institute, West Clermont Career Center.
What are some of Tony Kellerman's interests?
Tony Kellerman has interest in Coaching Sports, Children, Spending Time With Family, Education, Golfing, Biking, Bowling, Health.
What skills is Tony Kellerman known for?
Tony Kellerman has skills like Integration, Professional Services, Program Management, Process Improvement, Call Centers, Contact Centers, Call Center, Telecommunications, Enterprise Software, Management, Strategy, Project Management.
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