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Kelsey W.

Kelsey W.

Followers of Kelsey W.823 followers
location of Kelsey W.Las Vegas, Nevada, United States

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  • Timeline

  • About me

    Program Manager | Customer Experience | PMP Certified | Driving Strategic Initiatives

  • Education

    • Western Governors University

      -
      Bachelor of Science - BS Business Administration and Management, General

  • Experience

    • Zappos Family of Companies

      May 2010 - now

      • Monitored real time and historical call center metrics to improve customer satisfaction and ensure service level goals are being met • Leveraged CSAT and customer feedback to adjust customer service strategy for optimal customer experience• Managed and mentored Team Leads to exceed customer satisfaction targets through front line teams • Provided performance training and feedback to teams of 12 – 20 call center agents • Assisted with interviewing and hiring for new employees • Supported call center agents with their individual career path within the department and organization

      • Program Manager

        Feb 2023 - now

      • Contact Center Operations Manager

        Oct 2015 - Feb 2023

      • Customer Experience Supervisor

        Sept 2012 - Oct 2015

      • Customer Service Team Lead

        Jun 2012 - Mar 2015

      • Customer Service Representative

        May 2010 - Jun 2012

  • Licenses & Certifications

    • Project Management Professional (PMP)®

      Project Management Institute
      Mar 2018
      View certificate certificate

    • Lean Six Sigma Green Belt

      American Association for Lean Six Sigma Certification