Kelly Bland
Kaneohe,HI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
CXO Quality Assurance Leader
BILL
04.2018 - Current
- Led a team of 10-14 Quality Control Analysts to streamline processes for faster issue resolution.
- Developed Quality Control protocols across Customer Service and Operations to ensure consistent and exceptional customer service
- Managed multiple global BPOs by ensuring strict compliance adherence to continue to increase Agent Performance
- Collaborated with cross-functional teams to implement process enhancements that positively impacted CES by 2 points within 3 months
- Implemented and maintained Quality Control technology solutions to streamline processes and enhance efficiency
- Spearheaded launch of 20+ tasks for Risk Operations Quality Control programs in one quarter
- Established KPIs and tracked metrics to measure and report on the effectiveness of training programs and initiatives
- Created and delivered training programs to target bottom 25% of underperforming agents to increase agent KPIs and knowledge gaps
- Worked cross-functionally to provide daily/weekly/monthly root-cause analysis reporting to leadership across the CXO organization
- Collaborated with Senior leadership to align Quality goals with overall business objectives.
CXO Quality Assurance Analyst
BILL
01.2017 - 04.2018
- Created the first Quality Control program for CX organization and provided baseline metrics and targets resulting in a scalable quality program
- Conducted regular audits of customer interactions across multiple channels, providing feedback to agents for continuous improvements and training gaps
- Owned reporting, SOPs, and training for newly onboarded team members.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Customer Service Leader, Tier 2
BILL
01.2016 - 01.2017
- Oversaw daily operations for 10+ agents by tracking daily KPIs to ensure the team achieved 95%+ in CSAT, Response Time, and FCR
- Streamlined call center operations for increased efficiency through effective team leadership and training initiatives.
- Mentored and trained agents consistently to increase agent performance, employee engagement, and team recognition
- Analyzed customer feedback and KPIs to identify areas for improvement
- Oversaw the resolution of escalated customer complaints, ensuring prompt and satisfactory outcomes
- Collaborated with cross-functional teams to address complex customer issues and improve overall customer experience.
Customer Service Agent, Tier 2
BILL
02.2014 - 01.2016
- Handled 40+ tickets daily, maintaining 98%+ CSAT rating
- Continually exceeded KPI metrics in Quality, CSAT, Response Times, and FCR
- Managed and resolved customer issues in a timely and empathetic way
- Participated in ongoing training to stay updated on product updates and company policies.
Sales Development Analyst
Box Partners
07.2012 - 02.2014
- Conducted in-depth market research and analysts to identify potential sales opportunities and market trends
- Analysts sales data and metrics to provide insights into sales performance and guide strategic decision-making
- Developed and maintained sales forecasts to assist in budgeting and resource allocation
- Collaborated with sales teams to assess lead quality, optimize lead generation strategies, and improve conversation rates
- Prepared comprehensive reports and presentations summarizing sales development activities and KPIs
- Conducted competitor analysis to identify stream this, weaknesses, and opportunities in the market.
Education
Bachelor's of Science in Accounting -
University of Phoenix
Skills
- Quality Processes
- Customer Service/Call Center Operations
- Performance/KPI Monitoring
- Analytical Skills
- Continuous Improvement/Problem-Solving Abilities
- Time Management
- Decision Making
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team building/Talent Development
- Training and Mentoring
other
- Volunteer in local community
- Avid reader :)
Timeline
CXO Quality Assurance Leader
BILL
04.2018 - Current
CXO Quality Assurance Analyst
BILL
01.2017 - 04.2018
Customer Service Leader, Tier 2
BILL
01.2016 - 01.2017
Customer Service Agent, Tier 2
BILL
02.2014 - 01.2016
Sales Development Analyst
Box Partners
07.2012 - 02.2014
Bachelor's of Science in Accounting -
University of Phoenix
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