Kelli Butler

Dynamic and results-driven leader with over 20 years of experience in driving operational excellence, strategic planning, and customer experience across large-scale call center and workforce management operations. Demonstrated expertise in capacity planning, predictive analytics, and cross-functional collaboration with finance, marketing, and operations to support business objectives. Success in implementing agent assist tools and leveraging data analytics to enhance performance and profitability. Passionate about leading transformative initiatives that enhance both employee productivity and customer satisfaction, and a respected contributor to industry forums and conferences.

· Developed predictive routing models in partnership with Marketing Analytics, identifying high propensity-to-buy customers, increasing conversion rate by 4%

· Revised IVR Billing menu and leveraged customer segmentation increasing the accuracy of call delivery, reducing agent transfers

· Spearheaded development and implementation of Cresta, an AI-powered agent assist tool, across digital and voice channels. Achieved a 50% reduction in new hire ramp-to-proficiency time, while driving revenue growth

· Spearheaded the transformation of scheduling and planning processes for Retention & Sales Call Centers, creating a virtualized COE resulting in consistent customer experiences across all markets

· Implemented driver-based models for precise demand forecasting to track key variables and baseline call volumes, allowing the business to forecast and manage call center demand for company initiatives

· Expanded workforce management support across multiple channels

· Played a pivotal role in a company-wide transformation, standardizing workforce forecasting, scheduling processes, tools, and reporting across regions, that enhanced service quality

· Led the development and implementation of line adherence processes for central outsourcers, which improved invoicing, productivity, and performance reporting

· Redesigned staffing & financial planning process, resulting in the consistent attainment of financial objectives

· Modified and streamlined the overall recruiting process, improving class fill rate

Chairman’s Team Recipient

· Successfully deployed a comprehensive WFM model across multiple business lines, yielding significant FTE savings. This deployment included long-range forecasting, strategic analysis, and WFM process training

· Transitioned a Sales inbound/outbound manual staffing model to a blended dialer environment, boosting agent productivity by 10%

· Enhanced communication and reporting on company-wide initiatives by developing a database to track impacts on call volume, handle time, and shrinkage

· Delivered highly accurate call volume and average handle time forecasts within +/- 5%

· Redesigned forecasting and scheduling procedures to enhance capacity utilization

· Upskilled team members in advanced functionalities within NICE WFM platform to boost overall team efficiency and performance

· Developed and implemented sales strategies and incentive programs for the COE, driving the center to rank second in annualized profitability

· Successfully expanded the telecommuting program across customer contact centers by revising standards, metrics, and the selection process, enhancing flexibility, and productivity

· Recognized as the Top Ten Percent Performance team and honored as a Sales Edge Leader, consistently delivering impactful results and motivating team success

· Introduced quality management initiatives, resulting in an increase in first-call resolution from 89% to 92% and improved quality scores

· Surpassed departmental goals by 24%, consistently meeting and exceeding standards for call handling, sales performance, and quality metrics

• Pathbuilders, Achieva Mentee
• Pathbuilders, Percepta Mentor
• Boys & Girls Club, Board Member, Cobb County
• Society of Workforce Planning Professionals, Conference Speaker
• Atlanta Nice User Group, Founder & Chapter Representative & Conference Speaker