De'Lana Kelly
Woodstock,GA
Summary
Experienced leader who is good at setting priorities and working with different people in a hectic atmosphere. Proven leader with effective communication skills at all organizational levels ensuring organization and efficiency. Highly qualified individual with over 6 years of supervisory experience directing production teams, maintains strong analytical and problem-solving skills, enthusiasm, and drive to surpass corporate objectives.
Overview
6
6
years of professional experience
Work History
Workforce Manager
MCI
06.2023 - Current
- Leads team in creation of forecast models, budget/financial forecasts, spreadsheet models and ad-hoc queries to support business analysis, financial planning, and financial controls
- Oversees and supports team in creation of schedule segments based on forecasts and planning ensures timely handling of exception requests and changes
- Leads team in creation and delivery of forecast, schedule efficiency and operational reports to stakeholders and validates for accuracy
- Measure forecasting accuracy (call forecast to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) and work to reduce variations in order to ensure performance goals are met
- Update WFM platform, as needed, to capture new hires and attrition
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
Customer Support Team Lead
MCI
03.2021 - Current
- Conducted meetings with employees to assess performance and devise improvement strategies
- Identified workloads and implemented new work processes that resulted in continued progress
- Oversaw a team of 27 customer service representatives who assisted OnStar customers
- Familiarize the team with the customer's needs, specifications, design targets, the development process, design standards, techniques, and tools to support task performance
- Increased customer retention and satisfaction by closely monitoring team members' performance and assessing problematic practices
- Provided superior training and leadership to teams to improve performance and assist team members in meeting their goals
- Strategized network performance and generate statistical reports for both current and historical measurements driving the growth of revenue and profit originating from a call center
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Implemented weekly payroll review and submission to ensure correct entries.
- Troubleshot problems with software, hardware and networking for users.
- Recognized escalation needs and connected customers with advanced support staff.
Customer Service Representative
MCI
08.2020 - 03.2021
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/ tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change
- Reached out to customers to schedule COVID appointments within available counties.
Advocacy Supervisor
Randstad
08.2022 - 01.2023
- Responsible for coaching and developing reports on customer service processes and best practices
- Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Develop and maintain a strategy on ensuring customer satisfaction in all service interactions
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review and submission to ensure correct entries
- Entered pertinent health data for processing, recordkeeping, and use by other medical professionals after documenting clinical findings
- Effectively controlled the release of proprietary and confidential information for general client lists.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Department Manager
Walmart
09.2019 - 03.2021
- Maintained inventory accuracy for the facility by binning and picking merchandise utilizing the inventory management system, completing audits, working inventory exceptions, and correcting shelf capacities
- Managed merchandise presentation by stocking and rotating merchandise, removing damaged or out-of-date goods, cleaning and organizing product displays, and utilizing equipment appropriately
- Devised, implemented, and tracked promotional strategies to increase long- term business success by maximizing sales and profits
- Maintained positive customer relations by confronting issues head-on and taking effective corrective action
- Worked with store management and vendor representatives to set up sales incentives to recognize deserving team members who went above and beyond
- Set performance objectives for employees and provided feedback on how to meet those objectives
- Developed a talented and valuable team of departmental employees through outstanding mentoring, coaching, and teaching skills
- Ordered inventory and reported discrepancies to control costs and maintain inventory levels
- Managed employee workloads to achieve objectives while maintaining high job satisfaction
- Created revenue development strategies to keep the department aligned with sales and profits.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
CAP 1 Associate
Walmart
04.2017 - 09.2019
- Providing excellent Customer Service by greeting all customers in polite and friendly manner, assisting customers by promoting products/services, locating merchandise and making purchase decisions, resolving customer issues and referring concerns where appropriate
- Reviewing workload for assigned area(s) of store
- Completing price changes and accurately signing merchandise
- Completing Section Work –Modular integrity, PI and shelf capacity errors
- Working merchandise, CAPing bins and completing picks
- Customer Availability Process
- Ensuring proper fixtures, supplies and tools are used to complete necessary tasks Page 4 of 5
- Print, set and finalizing modulars, set features and merchandising seasonal areas
- Contributes to safe, clean and hazard free work environment through adherence to Company policy and procedures, including completion of safety sweep logs and ensuring displays and fixtures are secure
- Verified inventory computations by comparing to physical counts of stock, efficiently investigating discrepancies and adjusting errors.
- Maintained merchandise presentation by removing damaged goods, stocking, and rotating merchandise and signing and pricing merchandise.
Education
Certified Medical Assistant, Medical/Clinical Assistant -
Fortis College
Smyrna, GA2020
Skills
- Customer Service Management
- Microsoft Office
- Workforce Manager at MCI
- Woodstock, Georgia, United States
- Administering Disciplinary Procedures
- Operational Standards
- Employee Referral Programs
- Inventory Accuracy
- Workforce Planning
- Workforce Improvements
- Workflow Schedules
- Workforce Management Software
Timeline
Workforce Manager
MCI
06.2023 - Current
Advocacy Supervisor
Randstad
08.2022 - 01.2023
Customer Support Team Lead
MCI
03.2021 - Current
Customer Service Representative
MCI
08.2020 - 03.2021
Department Manager
Walmart
09.2019 - 03.2021
CAP 1 Associate
Walmart
04.2017 - 09.2019
Certified Medical Assistant, Medical/Clinical Assistant -
Fortis College