Kelly Chesney
Experienced Professional Looking For New Opportunities
Fairlawn,OH
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. My experience carries a broad knowledge in key areas such as hiring, recruiting, training and management. I possess a strong work ethic and exceptional interpersonal skills.
Overview
23
23
years of professional experience
Work History
Director of Business Performance
InfoCision Management Corporation
Akron, OH
09.2020 - 01.2023
- Created, developed and implemented organizational strategies to promote progress toward key performance indicators
- Strengthened operational efficiencies through the use of available technology and creative thinking
- Created call routing strategies to promote excellence in results
- Strategized and implemented methods for streamlining processes, controlling costs and modernizing operations
- Managed several projects to help achieve corporate goals to reduce training costs, improve retention and maintain staff
- Established and tracked key performance indicators to assess effectiveness of new initiatives
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
Senior Call Center Manager
InfoCision Management Corporation
Akron, Ohio
08.2009 - 09.2020
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Mediated conflicts between employees and facilitated effective resolutions to disputes
- Oversaw outbound and inbound tele services for over 25 clients with over 200 agents and salary support staff
- Developed salary and hourly staff through creativity, incentives and training
- Organized team activities to build camaraderie and foster pleasant workplace culture
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees
- Primary liaison between call center and client services.
- Used reporting to identify trends and solutions to program inefficiencies
Senior Program Supervisor
InfoCision Management Corporation
Akron, OH
07.2000 - 08.2009
- Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives
- Evaluated program effectiveness to develop improved methods
- Developed and implemented new program features to address needs
- Partnered with program management on recommendations, process improvements and corrective action plans
- Oversaw team reporting, performance and quality assurance for group of 50 personnel
- Planned and led team meetings to review business results and communicate new and ongoing priorities
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness
- Delivered constructive call process feedback
- Wrote scripts to help achieve program results based on current events and or appeals to target audiences
Education
Bachelor of Arts - Business Administration
University Of Mount Union
Alliance, Ohio05.2000
Skills
- Report Preparation and Analysis
- Team Management and Supervision
- Relationship Building
- Problem Resolution
- Coaching and Mentoring
- Training & Development
- Supervision & Leadership
- Conflict Resolution
- Motivational Leadership
- Training Delivery
- Microsoft Office
- New Hire Orientation
- Complex Problem Solving
- Recruitment and Hiring
- Performance Management
Timeline
Director of Business Performance
InfoCision Management Corporation
09.2020 - 01.2023
Senior Call Center Manager
InfoCision Management Corporation
08.2009 - 09.2020
Senior Program Supervisor
InfoCision Management Corporation
07.2000 - 08.2009
Bachelor of Arts - Business Administration
University Of Mount Union
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