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7600 Broadway, Suite 1E, San Antonio, TX 78209
210-884-9551 C ~ kk651690@westpost.net
Dynamic executive with superior service experience in extremely demanding, fast-
paced environments faced with rapid growth and change. Excellent leadership skil
ls coupled with flexibility that fosters astute decision-making to capitalize up
on opportunities and minimize risk with analytical skills, exceptional troublesh
ooting identification and timely resolution expertise. Technologically savvy wi
th proven ability to assess and implement system's integration with a variety of
vendors. Motivates internal employees & external vendors at all management leve
ls to improve efficiency & accomplish positive results in a timely manner.
* Vision and leadership
* Translate business requirements for development & contact center operations
* Developed Dashboard KPI reporting
* Implemented CTI and IVR system
* New product development & services
* Extensive corporate, government & military internet experience
* Introduced online Chat system & email system
* Lead credit card security systems & reduced fraud
* Project requirements planning
* Installation of fully integrated automated quality control system
* Directed Contact Center technology solutions
* Budget Responsibility
* Business Development
PRINTER SOLUTIONS San Antonio, Texas, October 2009-Present
Business Development Manager/Sales Executive
Build relationships with existing client's executive leadership & prospective cu
stomers while driving new revenue by promoting brand awareness, negotiating sale
s & lease agreements for Xerox multifunctional printers/copiers/scanners and mai
ntenance agreement for all national brands of copiers, printer, scanners and plo
tters with the end result being the closure of new contracts. Develop & implemen
t a tactical marketing & sales plan for target customers to respond to proposals
with the State of Texas as HUB minority-woman Company. Focus on small business
networking within the San Antonio community.
KELLY & ASSOCIATES San Antonio, Texas, 2007-Present
President -Contact Center Consultancy
Managed a consultancy practice providing Call/Contact Centers technology & mana
gement services including development of proposals, assess business requirements
, assist in policy and procedures for telephony, quality control systems, accoun
ting system, and workforce management systems to maximize productivity and impro
ve employee efficiency while minimizing operating cost and engaging in effective
& positive client interactions. Developed travel policies & vendor selection as
CARLSON WAGONLIT TRAVEL San Antonio, Texas, 2005-2007
Senior Director/ Operations-Contact Center - Bank of America
Streamlined processes and reduced annual operation cost of $ 1M while improving
quality. Directed the travel operations for the Bank of America account nationwi
de a travel spend of $500M from multiple contact centers. Accomplished a consist
ent level of service while improving quality & curbing cost. Lead technical solu
tion utilizing various systems and software from Avaya, IEX, Blue Pumpkin, Cryst
al Reporting, RightNow Technologies, developed custom profile, and CRM system. E
xperience with Microsoft's Project & Visio software.
Kathy M. Kelly cont'd. 210-884-9551
Key Achievements:
* Reduced staffing by 40% while improving quality through operational consolidat
ion processes modifying online booking software & contact center hours. Establis
hing user friendly GUI for travel counselors.
* Developed and implemented a highly successful nationwide telecommuter program
across the US using the Avaya ACD with immediate saving of $250,000 which Carlso
n adopted worldwide.
* Decreased Average Handle Time (AHT) by 30% through Six Sigma project using var
ious systems and the Avaya ACD track occupancy, scheduling employees, using on s
kill based routing of calls & call prioritization functionality. Revised trainin
g plan & educational career path.
* Established standard policies & procedures.
* Evaluated where to locate contact centers & available employee resources in ci
ties with lower cost & completed reorganization
TRAVELOCITY.COM, San Antonio, Texas, 1998-2004
Vice President/General Manager, Contact Center Operations
Developed and implemented operation processes and management strategies to acco
mmodate brisk growth and change in rapidly evolving industry. Selected, trained,
developed, and managed solid, high-performing teams across customer service, sa
les, and management functions and supervising 8 direct reports. Wrote needs anal
ysis & selected appropriate vendors for efficiency enhancing technologies with t
he selection & implementation of Aspect's Workforce Management , Kana's Email sy
stem Witness Quality Control, Rockwell Spectrum, IVR Intervoice Brite and CRM s
ystem, CenterPost Outbound dialing systems, Right Now Technologies, Cognos, Kron
os, ADS accounting system and QuickBooks. Lead design of client relations track
ing system and CTI. Tracked and monitor key performance indicators to ensure exc
ellent customer service, prepare for continued growth and new product offerings.
Key Achievements:
* Grew one contact center from 200 employees to 1200 employees located in multip
le centers to managing explosive growth for large international Internet-based s
tartup travel firm with $3.9 billion in annual sales
* Championed CenterPost implementation of automated, outbound dialing/predictive
dialing capability that impacted productivity and enabled staff reduction & $60
0,000 annual cost.
* Implemented procedures to streamline workflow and enhancing productivity while
reducing costs by $500,000 developing & utilizing FedEx API interface.
* Oversaw 9.1 million annual customer service and sales calls per year deliverin
g an outstanding level of customer service with continued sales increase of 400%
in the first year.
* Directed implementation of IVR (Intervoice Brite) automating 17% of the calls
immediately at time of installation & CTI (NCR's) technologies that automated ha
ndling 1.6 million calls per year and reduced CRS average handle time by 25 seco
nds or each call.
BTI AMERICAS - (WORLD TRAVEL PARTNERS), Arlington, Virginia, 1996-1998
Director/Corporate Account Management, Northeast Region
Responsible for leadership of an Account Management team handling major Fortune
100 companies driving sales & business-development opportunities in the Northeas
t Region.
Education - New York University, New York, N.Y. - B.S.
Airline Reporting Corporation: JABARA Board Member -Washington, DC 1989 & 2002-2
Professional Teleservices Management Association (PTMA): Membership Committee Me
mber- San Antonio, TX 2007-2010