Kelly Connolly Smith

• Time Management

• Ability to work under pressure with extenuating circumstances

• Ability to keep on task, meet target deadlines, and organize projects

• Verbal Communication / Email Correspondence

• Active Display of Empathy and Listening Skills

• Complaint Resolution

• Teamwork and Collaboration

· Assisting Members and Dr. Offices with resolving issues with claims and General Support

· Policy and Procedures for resolving customer complaint and grievances

· Accurate completion of necessary documentation, letters and form processing

· Effectively educating, and influencing members and prospective members on the value of VSP

· Work a designated route in a territory, driving company van.

· Perform full service walk-through service at each customer site.

· Build relationships with customers, ensure expectations are met.

· Upsell additional products and services.

· Deliver and replenish chemical supply based on needs.

● Resolve service problems by determining the root cause of the problem, selecting and explaining the best solution to solve the problem

● Expediting correction or adjustments while following up to ensure resolution has been met

● Making Decisions and Solving Problems - Analyzing information and evaluating results

● Establishing and Maintaining Interpersonal Relationships

● Organizing, Planning, and Prioritizing key performance metrics

● Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked

• Analyzed needs of my customers for sales of devices on an enterprise scale

• Working with customers help desk to identify and solve device and network issues

• Prepared and analyze customized reports by requested deadlines that provide critical information regarding costs and savings

• 90% success rate for implementing recommended rate plan changes and preventing overage charges

• Strong working knowledge of corporate contracts, finance approval process, and E&G contract partnership

• Conducted regular account audits to ensure compliance with corporate contract

• Monitored emails for the Galaxy Nexus Holiday Promotion, and facilitated trainings to order processing teams on process for 4G SIM only activations

• Primary Global Enterprise Advisor for Apple, inc. provided on call support during the launch of the iPhone 4s

• Supported Apple Inc. during the equipment testing phase which included executive requests and bulk activations for PR events

• Managed 3,000 line migration to Apple’s custom contracted pricing with minimal defects.