Kelli Lay
Hamilton
Summary
Over 24+ years of customer service experience and with over 10 years in management. Supervisor of Billing Operations and implementation as well as Manager of Project Management in Spectrum Business. High-energy leader successful in building and motivating a dynamic team. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Focus on quality control, training and management of projects generating revenue for the organization.
Overview
30
30
years of professional experience
Work History
Mid-Market Project Management Manager
Spectrum Business
Cincinnati, Ohio
06.2017 - Current
- Currently Manager over 9 Project Managers in the Mid-Market Southwest Ohio, Kentucky, and Mid Ohio markets. Point person for the team regarding training on new processes, escalations, customer experience, as well as generation of revenue for the organization. Work closely with boundary partners to ensure installations progress in a timely manner and enhance the customer experience for our clients. As the Supervisor of Billing Operations in the Midwest 5 databases supporting the Billing systems configuration of sales campaigns, taxes, and rate changes. Heavily involved in the support for new production launches and services across the Mid-West Region. Responsible for implementation of the launch of Spectrum Package Pricing and the launch of Spectrum Business Package Pricing. Throughout my time with Billing Operations Group have taken part in several billing migrations, involved in the daily running and monthly quality control review for Promo Roll. Through my work with campaigns and other product launches I have worked closely with the marketing department for the support of market offers; the responsibilities include ensuring all updates to new services are updated with existing or new campaign builds, minimizing any rate impacts to customers.
Supervisor Billing Operations
Spectrum Residential Operations
Cincinnati, Ohio
08.2001 - 06.2017
Supervisor/Trainer
MOSLER INC.
Cincinnati, Ohio
10.1995 - 08.2001
Education
Bachelor of Science - Business
University of Phoenix
11-2017
Associate of Arts - Business Foundations
University of Phoenix
11-2015
Skills
- Operations management
- Change management
- Viewpoint sequel
- Strong Analytical background
- Staff Development
- ICOMS
- Strong organization skills, detailed problem solver
- Highly motivated
- Goal-oriented individual leadership
- Complex problem solving
- EXCEL; WORD
- PEOPLESOFT
- KRONOS
- AS400
- PowerPoint
- Salesforce
Notable achievements/education
Community service – Habitat for Humanity, Free store foodbank, and Connect a Million Minds.
Timeline
Mid-Market Project Management Manager
Spectrum Business
06.2017 - Current
Supervisor Billing Operations
Spectrum Residential Operations
08.2001 - 06.2017
Supervisor/Trainer
MOSLER INC.
10.1995 - 08.2001
Associate of Arts - Business Foundations
University of Phoenix
Bachelor of Science - Business
University of Phoenix