Wendy Kelley Email & Phone Number

Tustin, Ca, Us

United States

New York City Metropolitan Area

- Own customer engagement from problem definition to rollout to improve customer experience and retention- Develop processes to improve velocity of execution and own executive reporting- Lead implementations and deliver successful customer experience programs and strategies.- Define and drive opportunities to improve revenue and efficiency- Lead complex strategic initiatives across global teams and cross-functional stakeholders.- Develop a deep understanding and perspective on customer service strategy and lead the policy definition to deliver world-class experience for UC customers.- Manage ambiguous strategic challenges, use data and customer insights to inform decision-making.

Bellevue, Washington, United States

Single-threaded owner of implementation and optimization of Demand vendors to help the organization best allocate our spending and reduce duplicative tools.

United States

- Program Management Strategy and Planning- Long Range Planning collaboration and execution- Commercial Product org Program Portfolio Management - Enterprise & 4PL Product and Tech org Programs - Vendor contract management - Qualtrics functional administration - Delighted functional administration - JIRA project lead and intake management - Quarterly Business Review ownership - Business and Operational metrics compilation and reporting - Feedback management - Project triage and evaluation

Greater Seattle Area

Contract, Experience Activation Consultant - Microsoft - Nov 2021 - Feb 2022As part of the Talent Experience team, I consult with various HR program teams in the Microsoft Talent, Learning, & Insights organization to help them uncover actionable employee experience insights. We work to improve the employee experience one voice at a time.● Co-create program solutions derived from qualitative insights gathering.● Developed XM program maturity strategy and roadmap.● Managed XM Platform Solution project to identify and implement digital XM tools for the team.

Greater Seattle Area

Lead customer-focused strategic initiatives to set goals and drive business outcomes across Oracle Cloud Infrastructure (OCI).● Managed internal migration efforts with business verticals transitioning to OCI by coordinating with internal teams to streamline the migration process across their business. ● Conducted a research case study of industry standards and OCI competitors to review and propose a new scale strategy for Root Cause Analysis (RCA).

Greater Seattle Area

Consulted throughout the OCI Technical Operations Support (TOS) organization to help improve processes and practices centered around improving both the Support Engineer and Customer experiences.● Collaborated with internal leadership teams to pioneer Weekly Business Reviews (WBR), initiating a process to deliver feedback in a digestible way.● Co-Designed the framework for Behavioral Coaching Training and developed the Quality Assessment Process, leading to enhanced customer service from the Technical Support Team.● Analyzed metrics-driven data customer feedback to engineer standardized CSAT reporting methods, boosting the effectiveness of services and improving customer satisfaction.

Greater Seattle Area

I developed the Global VOC program for Tableau Customer Solutions, Programs, and Operations, I led program management and content design, conducted surveys, and examined feedback to initiate customer-driven development decisions. I served as Qualtrics product owner and managed a support staff consisting of two Program Manager interns and orchestrated the hiring of a permanent Associate Program Manager.• Founded the Quarterly NPS and Customer Pulse survey, optimizing customer feedback to create high-quality procedures that enhanced the customer experience.• Coordinated with cross-functional teams to migrate CSAT program from Clicktools to Qualtrics, transforming data access and insight.• Facilitated communication strategies, raising awareness of programs and opportunities to empower customers to get maximum value.• Spearheaded customer experience initiatives for the VOC team based on data-driven metrics and feedback, creating a vision, roadmap, and goals that positively improved the customer experience.• Maximized outstanding written communication skills to compose content for quarterly webinars, publications, and surveys.

Bellevue, Washington

As the leader of the Voice of Customer (VOC) program's customer and donor satisfaction program, market intelligence tool, and customer care team, I charted process improvement initiatives that delivered thoughtful customer first policies, drove issue resolution, and implemented standards to align with organizational mission and policies.• Mentored a 4-person team on optimal customer care best practices, cultivating improved productivity and quality service.• Transformed the VOC program from production-focused to customer experience-focused decision-making model by analyzing over 300K customer satisfaction reports.• Improved customer feedback leadership engagement from 46% to 99% in one quarter by establishing creative communication strategies using a deep knowledge of customer service practices• Conserved $135K in annual material costs by enhancing the donor experience through collateral innovation.

Greater Seattle Area

In this role, I managed projects and programs and connected with partner organizations across the globe to standardize project management practices and remove barriers regarding accuracy, productivity, and quality. I presented new and developing projects to senior leaders.• Built relationships based on trust with executives by initiating organizational methods to track projects, management plans, and support goals.• Established customer care strategies to enhance customer experience and mitigate risk through project journey mapping.• Conceptualized and launched the Amazon Flex Delivery Partner Integrity and Excellence project, serving as the lead project manager for the entire global program.• Coordinated over 20 weekly project requests, consolidating project completion time by 43% through strategic allocation of resources to cross-functional teams.

Seattle, Washington

I orchestrated large-scale service and product launches designed to improve customer service operations.• Managed project intake for Customer Service projects in the US, CA, MX, BR, and AU• Reduced time to market by five days by creating a standardized intake template that transformed the project request process.• Executed excellent project management skills to oversee 27 product and service launches.• Assessed gap analysis, risk, and feedback metrics to create customer journey mapping, analyzing results to design policies that enhanced customer experience.

Winchester, Ky

• Leadership and Associate performance management and career development• Change Management, Training and Content design and implementation• Program Management• Employee development and coaching• New Service Launch Team • Project ManagementManaging a team of 30-60 CSA's and 2 Leads• Identifying and eliminating barriers to accuracy, productivity, and quality.• Solving complex customer service issues and proactively heading off negative service trends.• Development, data analysis and improvement of new strategies and procedures (short and long range goals)• Managing and presenting on projects and programs that have the attention of the senior leadership of customer service.• Process Improvement and defect reduction through lean initiatives.

Winchester, Ky

• New Service Launch Team • Employee development and coaching• Content and Training development and implementation• Program Management• Cross-Functional team leadership• Managing a team of 25-35 CSA's and 1 Lead.• Role modeling Amazon culture and leadership principles• Identifying and eliminating barriers to accuracy, productivity, and quality.• Solving complex customer service issues and proactively heading off negative service trends.• Development, analysis and improvement of new strategies and procedures. (short and long range goals)• Managing and presenting on projects and programs that have the attention of the senior leadership of customer service.

Winchester, Ky

As a CS Lead I am responsible for supporting a team of inbound customer service associates both in person and virtually in real time. My job functions vary greatly but surround coaching for performance improvement, mentoring for career development, process improvement and various forms of department and team related project planning and documentation.Responsibilities - • Supervision of 12-24 associates and responsible for their job performance. • Performance improvement for associates through scheduled weekly coaching sessions on both an individual and grouplevel. Pro-actively engage associates in skill and leadership development activities to prepare them for career advancement. • Bias for action when faced with controversial situations involving associates and external customers which require discreet attention and difficult messaging. • Developed and facilitated training for new leaders.

Winchester, Ky

• Drove recruitment efforts for new Customer Service site launch in Winchester, KY in 2012 resulting in the creation of 160+ initial jobs with a great deal more to come in late 2013. • Candidate management through Taleo and iCims recruiting systems as well as pre-employment testing through FurstPerson.• On and off site Job Fair planning and facilitation. • Advertisement for new positions with local news mediums both virtual and print. • Scheduling, preparation, and co-facilitation of New Hire Orientation.• Collaborated with local workflow and training departments for training and post training schedule needs for new hires. •Collaborated with virtual call center recruiters to help fill an additional 110 work from home positions.

Cebu City, Philippines

Selected to travel to Cebu, Philippines to help with new Co-Source Sitelaunch. Responsibilities - - Mentoring and Coaching new site Leadership to instill Amazon culture and branding. - Handled customer supervisor escalations for training purposes to help new Leaders learn how to properly handle an escalated contact. - Coaching and Monitoring with with new associates to teach them proper call handling techniques and to share best practices. - Assisted local training team with Amazon.com Internal training material.

Huntington, West Virginia

As a CS Lead I am responsible for supporting a team of inbound customer service associates both in person and virtually in real time. My job functions vary greatly but surround coaching for performance improvement, mentoring for career development, process improvement and various forms of department and team related project planning and documentation.Responsibilities - • Supervision of 12-24 associates and responsible for their job performance. • Performance improvement for associates through scheduled weekly coaching sessions on both an individual and group level. Pro-actively engage associates in skill and leadership developmentactivities to prepare them for career advancement. • Strategic performance coaching focusing on deep dive analysis and research for proper deescalation techniques surrounding complex situations. • Process Improvement through Kaizen Lean methods to restructure the departmentand job duties as they pertain to customer facing associate interactions. • Handling of complex, highly escalated customer issues directly and indirectly through network contacts and resolution paths.Accomplishments and Stretch Opportunities - - Mentor in the Amazon Mentorship program - Amazon CARES Site and Network POC - Community volunteer program organizer.- Assisted with General HR functions surrounding employee file management as needed.- Assisted Recruitment team with job fairs both on and off site.- Contacted candidates for Recruiting Coordinator to schedule and confirm New Hire Orientation.- Scheduling, preparation, and co-facilitation of New Hire Orientation.

Manilla, Philippines

Selected to travel to Manilla, Philippines to assist one of our Co-Sourcesites with new hire assimilation. - Coaching and Monitoring with with new associates to teach them proper call handling techniques and to share best practices. - Assisted local training team with Amazon.com Internal training material.

Huntington, West Virginia

- Site Administrative Assistant duties including P-Card reporting and frontdesk duties. - Vendor Management - Basic site maintenance and site safety - Site event planning, budget adherence, ordering office and kitchen supplies and maintained inventory.- Assisted with General HR functions surrounding employee file management and badge creation. - Assisted Recruitment team with job fairs both on and off site.

Huntington, West Virginia

- Team resource for new hires during busy Q4 peak season. - Responsible for peer coaching and issue escalation to team leadership. - Developed a site wide incentive program based on individual metrics for the peak season. - Assisted with projects surrounding new Performance Related Pay bonus structure roll out. - Assisted with training classes as they were released to the call floor.

Huntington, West Virginia

- Handled inbound escalated customer contacts through verbal and email correspondence. - Peer Coach for performance improvement. - Contact Deep Dive to determine contact drivers. - Cross trained in Marketing and Billing to assist as needed with contact volume. - Participated in multiple site and network level projects surrounding customer satisfaction, contactdrivers and contact reduction measures. - Assisted with Job Fairs - Assisted in Training Classes and Training Bay.

Huntington, West Virginia

- Daily handling of inbound customer contacts for Amazon.com and Target.com. - Utilized as Peer coach for new associates and those struggling with metrics - Cross Trained in multiple areas to assist as call volume required. - Assisted with Job Fairs during peak hiring ramp. - Planned team events to maintain and boost morale.

Grayson, Ky

Gulf/Southeast Customer Service • Assisted with Workflow scheduling and mapping through TotalView • Provided inbound phone Customer Service for Wireless subscribers.• Troubleshooting and resolution of technical issues with all cell phone products and services• Evaluated bills reviewing credit requests and billing disputes• Piloted new system software and upgrades within a team structure for deployment to all CS sites• Resolved technical issues with WLNP (Wireless Local Number Portability) as a “War Room” attendant working directly with the NOC (Network Operations Center)

Grayson, Ky

Child Care Worker- Group Home Setting• Responsible for care and supervision of MRDD and Behavioral children and teens under state custody.• Administered daily medication and program initiatives for each resident, • Facilitated new hire training.• Development of therapeutic programs to incorporate life skills and social interaction within the group home setting.• Responsible for maintaining daily logs on each resident as well as resident and local personnel files.

Ashland, Kentucky

- Daily care of elderly residents within a nursing home. - Hourly/Daily record keeping to maintain patient care logs for nursing and medical staff.

Level II Nortel DMS Installer• Installation and commission of all Nortel DMS switching equipment. • Building, cabling, wire wrapping of wireless and landline switch modules• Building and programming of Outdoor switching systems

Master Of Business Administration (M.B.A.), Business Administration, Management And Operations

Master’S Degree, Leadership

Bs, Human & Social Services Administration

As And Aa, General Transfer

Activities and Societies: Phi Theta Kappa