Domain Kelly

• Collaborate with operations and IT to develop, document, and implement improved efficiencies.

• Provide support to IT efforts to develop requirements for additional system functionality.

• Assist management in developing performance metrics.

• Identify trends, atypical situations, or other issues that may require special consideration or procedures.

• Manage multiple conflicting priorities while supporting the various process owners

• Ensure adherence to federal regulations for payments of specific program components, including program rules, eligibility designations, and FCC orders.

• Conduct audit research.

• Assist Senior Manager(s), Director(s), and others in various projects, as needed

Other specific duties as assigned.

• Developed and maintained a database of program information to track progress and identify areas for improvement.
• Conducted research to evaluate current industry trends and best practices related to program development.
• Participated in meetings with senior management team members to discuss key objectives related to ongoing projects.
• Organized workshops designed to educate staff on new policies or procedures associated with specific programs.
• Managed day-to-day operations of multiple programs simultaneously while ensuring quality standards are met throughout all phases.
• Performed quality assurance to assess data and validate results.
• Developed training materials to improve onboarding strategies and optimize company orientation protocol.
• Reviewed established procedures to assess areas in need of improvement.

• Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
• Gathered information from clients for entry into computer database.
• Researched issues and made quick decisions to achieve efficient and effective resolutions.
• Entered all changes to client data into system using E-File.
• Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
• Greeted incoming customers to provide immediate, friendly and knowledgeable support.
• Assessed customer account information to determine current issues and potential solutions.
• Promoted client satisfaction by working with operational teams in proper resolution of service issues.
• Managed minor issues involving clients and accounts, escalating situations that required additional assistance to specific skilled department for immediate attention
• Report on common call types and issues to supervisor to initiate process improvements. Create, review and maintain functional processes and procedures.
• Assist with issues that require escalation and provide basic escalation support to lower tier team/agents.
• Handle, research, evaluate, and resolve large volume of participant inquiries received via phone and email across all five (5) program areas - USF Contributors, E-Rate, High Cost, Lifeline, and Rural Health Care.
• Identify and assess participants' needs in order to deliver satisfactory and effective resolutions.
• Create, maintain, and update records of participant interactions.
• Handle and effectively document complaints.
• Troubleshoot issues related to the on-line filing systems as they relate to