Summary
Overview
Work History
Education
Skills
Affiliations
Certification
References
Phone
References
Timeline
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Connie Kelso

Connie Kelso

DIRECTOR

Summary

Strategic Director with a proven track record in enhancing operational efficiency and driving sustainable results. Achieved an impressive improvement in NPS score from 40% to 90%, while implementing process refresh initiatives that reduced costs by 20%. Expert in vendor and customer management, yielding an OTIF metric of 85% through effective relationship pulse reporting. Renowned for talent development that mitigated attrition by 60% and fostering organizational growth through collaborative cross-functional efforts.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Director, Customer Success

Jacuzzi Worldwide
Irvine
09.2014 - 01.2024
  • Achieved success in solving complex business problems delivering sustainable results.
  • Boosted NPS score from 40% to a stable 90%.
  • Revitalized SOP process and enhanced talent development, leading to 20% cost reduction.
  • Produced pulse reports leading to an 85% OTIF (On Time in Full) metric.
  • Collaborated directly with C-Suite team to enhance operational decisions.
  • Directed the refinement of customer care processes by implementing effective policies.
  • Designed and implemented KPI metrics to assess product, customer, and agent performance.
  • Collaborated directly with product, marketing, and engineering teams to drive growth.
  • Boosted talent growth to reduce attrition by 60% through strategic initiatives.
  • Joined in formulating departmental budgets that resulted in a 10% year-over-year decrease.
  • Developed career path frameworks, process enhancements, and KPI metrics for effective spend management.
  • Achieved consistent annual organizational goals by formulating and executing successful cost-saving measures.
  • Created data reports to evaluate risk mitigation.
  • Aligned workforce strategies with organizational objectives to achieve targeted milestones.
  • Demonstrated exceptional skill in aligning operational tasks to enhance retention and morale.
  • Oversee open sales orders for both manufactured finished goods inventory and purchased items.
  • Handled product warranty replacements and services for DOA units, managing vendor relations.
  • Resolved escalations for customers and suppliers efficiently.
  • Fostered understanding of company programs through leadership and mentoring of new hires.
  • Established and nurtured long-term client partnerships.
  • Examined customer feedback data to uncover patterns in product performance and service concerns.

Sr. Manager, Consumer/Customer Care

Spectrum, Hardware Home Improvement (formally Stanley Black & Decker)
Lake Forest
01.2008 - 01.2014
  • Managed vendors and contracts ensuring effective utilization of $3M yearly budget.
  • Developed and implemented warranty service policies and procedures lowering costs by 15% year-over-year.
  • Directed activities of both internal workforce and two service providers, overseeing a group exceeding 40 individuals.
  • Implemented SOPs that boosted operational productivity by 20%.
  • Coordinated deployment of talent and processes to meet organizational goals.
  • Implemented effective strategies to retain and develop talent.
  • Directed management of a $3 million cost center to achieve organizational financial targets.
  • Developed and refined annual operating frameworks with performance metrics.
  • Delivered insights to internal teams regarding product performance and consumer feedback.
  • Oversaw Ecommerce operations including order management, fulfillment processes, and social media trend analysis.
  • Executed essential initiatives to expand service capabilities while ensuring team alignment with operational goals.
  • Identified and cultivated career paths to enhance organic talent growth within the organization.
  • Championed new business initiatives within the center fostering talent growth.
  • Established KPI benchmarks to support strategic business goals.
  • Provided consistent coaching to enhance team output.

Education

Bachelor of Science - Business Administration

University of Phoenix
Ontario, CA

Skills

  • Contract Management
  • Lean Process Improvement
  • Workflow Optimization
  • Customer Engagement Strategies
  • Creative Problem-Solving
  • Effective Project Leadership
  • ERP Implementation Experience
  • Strategic Goal Planning
  • SaaS System Implementation
  • Supplier Evaluation
  • Risk Compliance Assessment
  • Responsible Decision-Making
  • Effective Leadership
  • Experienced Mentor
  • Cultivate Team Excellence
  • JIRA Project Management
  • AI Application Development
  • Elevating Customer Service Quality
  • Advanced Microsoft Office Skills
  • Results-Oriented Leadership
  • Optimized Workflow Management
  • Data-Driven Scorecard Analysis
  • Data-Driven Decision-Making
  • Team Leadership
  • Employee Skill Enhancement
  • Risk Mitigation Strategies
  • Organizational Change Management
  • Strategic Project Implementation
  • Client Relationship Management
  • Workflow Enhancement
  • Analytical Problem-Solving

Affiliations

  • Delta Mu Delta International Honors Society, University of Phoenix
  • Covington Who’s Who, Inclusion Top Executive/Professions

Certification

Lean Six Sigma Green Belt, operations and process improvement specialist

References

Provided upon request

Phone

cell, (928) 642-0160

References

References available upon request.

Timeline

Director, Customer Success

Jacuzzi Worldwide
09.2014 - 01.2024

Sr. Manager, Consumer/Customer Care

Spectrum, Hardware Home Improvement (formally Stanley Black & Decker)
01.2008 - 01.2014

Bachelor of Science - Business Administration

University of Phoenix

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Connie Kelso