Tricia Kelly Email & Phone Number

Downtown Fort Worth

Fort Worth, Texas

Ensured excellent customer service delivery at all times.Analyzed data, numbers and information.Delivering business change.Provided input to support the development of business road map and annual budgets.Maintained a high volume of daily calls as neededProvided clear, timely and effective management information to owner.

Fort Worth Texas

Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluating state-of-the-art technologies; define user requirements; establish technical specifications, production, productivity, quality, and customer-service standards; contribute information and analysis to organizational strategic plans and reviews.Develop call center systems by developing customer interaction and voice response… Show more Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluating state-of-the-art technologies; define user requirements; establish technical specifications, production, productivity, quality, and customer-service standards; contribute information and analysis to organizational strategic plans and reviews.Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing/improving user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Implemented processes and agents training and KPI standards for email/chat service and sales for online sales.Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.Accomplished organization goals Show less

Dallas, Texas

In charge of internet customer service department that provides service for online sales from 120 store locations and 6 warehouse locations.Established operational objectives and assignments for departmentDeveloped strategic business plan and goals for current and anticipation of new business lineOngoing identification of business needs and develop solutions that require full integration of company strategies for growthDevelop and implement training for new hires, ongoing… Show more In charge of internet customer service department that provides service for online sales from 120 store locations and 6 warehouse locations.Established operational objectives and assignments for departmentDeveloped strategic business plan and goals for current and anticipation of new business lineOngoing identification of business needs and develop solutions that require full integration of company strategies for growthDevelop and implement training for new hires, ongoing training and process for handling escalations ensuring the best possible experience for all customers Utilize deep product and industry knowledge while serving as a strong cross functional leader to depelop processes for more efficient handling of online/chat requests and service. Develop metrics to measure growth and performance of the team and provide reports to senior management as needed Show less

Houston, Texas Area

Managed 3 sales, service, and payment call centers with P&L of $3M annually, staff of 325 indirect and 5 direct reporting staff. Managed outsourced centers in Manila and Mexico. Accountable for the achievement of all targets for the SLA’s, customer satisfaction measures, operating expenses, unit costs, and quality. Provide interpretation of KPI data and communicate results to senior executives. Analyze work-flow and assignments to ensure efficient and cost effective operations… Show more Managed 3 sales, service, and payment call centers with P&L of $3M annually, staff of 325 indirect and 5 direct reporting staff. Managed outsourced centers in Manila and Mexico. Accountable for the achievement of all targets for the SLA’s, customer satisfaction measures, operating expenses, unit costs, and quality. Provide interpretation of KPI data and communicate results to senior executives. Analyze work-flow and assignments to ensure efficient and cost effective operations. Managed and set KPI’s for special campaigns for Direct Marketing and TV campaigns.Reduced cost-per-call by 35% from $2.60 to $1.85 per call over last year; CPC was $4.10 in 2004.Maintained service level at 75% within 30 seconds over last 12 months.Direct and coordinate all processes of department concerned with the ecommerce sales, service via email, chat, merchant referral Strategic planning for long and short term goalsDeveloped training strategies to meet department and company goalsOptimized productivity of the individual, team and department matching skills to quantify the amount and types of labor needed to accomplish KPI’s by hour/day/week and longer. This includes capacity planning to ensure we are meeting expectations for assisting customers, coaching, training, meetings as appropriate for the position. Developed agent incentive programSlashed agent turnover to 4% in 2012; was 75% for 8 agents in 2004, and average tenure is now 4.2 years per agent; all supervisors and managers have been promoted from internal staff.Streamlined process for payment processing improving accuracy and CSATManaged charge-back, fees, and assessments. Liaison with BBB, State Banking Commission and other agencies. Achieved or surpassed all financial goals for last 7 consecutive years.Brought Customer Service function in-house and increased Customer Satisfaction to more than 96% from 71%.Prepared Disaster Recovery Plan for centers. Show less

Accountable for directing 2 call centers – Outbound Telemarketing, and Valued Account Outreach that conducted sales and customer service to most valued accounts determined by the client. Directed daily call center activities, including sales floor, productivity measurement, and sales forecasting.Supervised 5 direct reports in Houston and 2 in Lubbock with total of 950 agents.•Increased profit per sale by 18% from $99 to $118 during entire tenure. •Boosted account retention by 52%… Show more Accountable for directing 2 call centers – Outbound Telemarketing, and Valued Account Outreach that conducted sales and customer service to most valued accounts determined by the client. Directed daily call center activities, including sales floor, productivity measurement, and sales forecasting.Supervised 5 direct reports in Houston and 2 in Lubbock with total of 950 agents.•Increased profit per sale by 18% from $99 to $118 during entire tenure. •Boosted account retention by 52% from 12 months to 18 months. •Decreased staff turnover by 40% from 28% to 17% covering 950 staff.•Achieved operating expense targets through implementation of sustainable reengineering initiatives.•Launched agent/lead training model that became standard for all training programs throughout the company; model included training on assertive interactive sales presentations.•Orchestrated implementation and launch of all new campaigns, marketing and sales initiatives, products, and special promotions.•Developed and managed relationships with key external partners to identify market place opportunities to significantly improve service and /or lower costs.•Continually focused on maintaining balance between merchant/customer experience and operational efficiencies while creating a positive and engaged team environment.•Monitored performance to ensure compliance with all company and client requirements, as well as state, federal, and banking regulations.•Created and analyzed key metric indicators to support VP of Call Center Operations.•Assisted in facilitation of ongoing education of Call Center team members by way of sub-group sessions, workshops, and target-based training.•The department was awarded "Vendor of the Year" for 2002 - 2004.•Received vendor Individual Special Services award for 1st and 2nd quarters in 2004. Show less