Kelli J.

Experience

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  Xerox

  Apr 2011 - Mar 2013

  Customer Service Supervisor

  Led and coached 15 support reps, maintaining a 1.6% churn rate and 96.8% first-call resolution. Conducted training workshops, reducing average call-handling time by 18%. Managed escalated calls, resolving customer issues, and ensuring compliance, contributing to a 97% call satisfaction rate.

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  Teleservices Direct

  Apr 2013 - Jan 2016

  Sales Training Specialist

  Led a B2B sales team, equipping them with AT&T and VoIP training, resulting in a 92% conversion rate. Utilized call monitoring tools to provide individualized coaching plans, driving transparency and progress. Implemented incentive programs and fostered a collaborative environment, promoting continuous learning and improvement.

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  Concentrix

  Feb 2016 - Dec 2018

  Senior Product Support (Tier 2)

  Delivered effective coaching, equipping Tier 1 with product knowledge and confidence, achieving a 97% satisfaction rate. Expertly resolved complex technical issues for iOS and macOS users, maintaining a 92% resolution rate. Provided valuable insights during product testing, ensuring seamless launches and advocating for improvements.

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  Freedom Mortgage

  Jan 2019 - Mar 2020

  Senior Customer Experience

  Empowered 20 junior reps through guidance, knowledge base tools, and handling escalated calls to ensure customer satisfaction. Designed and delivered a comprehensive training program for conflict resolution, customer satisfaction, and escrow accounts. Leveraged Zendesk for efficient escalation management, achieving a 95% satisfaction rate.

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  Phoenix Data Corporation

  May 2020 - Jul 2022

  Client Success Associate (Early Intervention Program)

  Spearheaded personalized support for nurse practitioners, ensuring data accuracy and HIPAA compliance. Streamlined communication for faster technical resolution, decreasing average ticket time by 20%. Processed Medicaid denials for accurate claims and timely payments, achieving 89% patient satisfaction.

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  Corcoran Trucking & Logistics

  Jul 2022 - now

  Logistics Support Specialist

  Reduced delays by 2.2%, boosting on-time delivery to 97.8% and saving significant costs. Streamlined processes with 10+ impactful dashboards, empowering data-driven decisions and process improvement. Built strong relationships, nurturing consistent client satisfaction and reducing inquiries by 30% with a transparent online portal.