Kelly Kellark

Experience

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  AT&T

  Jan 1998 - Feb 2000

  Staff Support

  Interfaced and worked closely with IT and upper management to determine project scope and identify staff resources. Developed project plans, coordinated roll-outs, and tracked projects in various phases of project lifecycles.

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  YP (Formally AT&T)

  Jan 2001 - Feb 2014

  Design Center Manager

  Direct personnel and oversee project rollouts from inception to successful implementation for a fortune 100 company that created Yellow Page advertising. Direct up to 32 both union and non-union subordinates within clerical and graphics operations.• Planned and implemented projects; direct activities of resources to ensure all objectives are accomplished with high quality and within established time frames and budget.• Facilitated and monitored quality and best practice procedures, delivering profit savings.• Provided weekly project tracking and reporting of all tasks, activities, documentation, and follow-up in compliance with project methodology and standards.• Aligned department operations with the corporate goal to re-assess process, staffing, functions, and organizational structure in order to enable AT&T Advertising Solutions to become an "industry cost leader". • Led Query Reduction initiative, including the development and implementation of training procedures for the sales team, reducing claims by 100%, reduce the Midwest contract queries by 4.2% and the Ads in Waiting queries by 18.6%.• Developed and implemented new processes that reduced processing time by 18% by establishing new production standards and streamline communication that reduced errors by 82% which increased revenue by 57%. Show less

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  DexYP

  Feb 2014 - Sept 2018

  Field Service Manager

  Lead end-to-end management of all processes related to order fulfillment. Manage backlog for local teams to ensure on time and complete fulfillment. Coach, counsel and redirect sales representatives and managers, assuring company compliance processes are met.• Prepared customer account reviews for 60 sales representatives, per bad debt management plan, and develop strategies for accounts to obtain credit approval and resolve customer issues. • Salvaged 172 high-risk delinquent accounts with a revenue of $500,000.00 per year by proactively investigating and identifying the root cause of the delinquency via customer contact and workflow processes. Prepared and submitted solutions to sales representatives and sales leadership to be used as a tool to reduce delinquency.• Managed transition planning and changes in a controlled manner from design to operations for 60 plus sales representatives during the transition from AT&T to DexYP.• Resolved 4,537 outstanding queries, 84% being settled within 7 days.• Investigated, intervened and resolved 2,079 errors created by sales representatives.• Decreased fulfillment workflow cycle by 24.5%, exceed goal expectations by 10.5% (goal 15%- achieved 24.5%), met weekly with sales leadership to communicate trends and coaching opportunities, developed and conducted training classes for sales representatives, and develop and distribute daily reports.• Increased the number of accounts receivables cure in less than 30 days from 8.5% to 9.2% by creating and administrating standardized training on how to cure delinquency accounts for a team of 6 associates. Show less

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  Macomb, Michigan

  Oct 2018 - now

  Production Manager / Consultant