Kelly McCloud
Clinton,TN
Summary
To obtain a position that will utilize my skills and abilities to present a positive and courteous climate for both internal and external customers, while increasing productivity within the company.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
19
19
years of professional experience
Work History
Partner Performance Manager
Windstream
07.2021 - Current
- Oversaw the call center day-to-day administrative operations, provided guidance to support staff and enforced compliance with business unit's KPIs, processes and procedures.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Monitored partner performance and provided feedback on areas of improvement.
Call Center Manager
Windstream
07.2019 - Current
- Oversee a group of contractors and work closely with their immediate vendor supervisor
- Collect and maintain call statistics including quality and metric KPIs
- Utilize multiple in-house systems and Remedy to verify customer services and perform low-level trouble isolation tasks
- Escalate trouble tickets to appropriate persons or staff as immediate
Customer Service Representative
Windstream
09.2015 - 01.2016
- Answered all inbound calls from customers regarding service issues across the Windstream Carrier product suite
- Utilized multiple in-house systems and Remedy for service verification and trouble isolation
- Managed and monitored trouble tickets, providing updates and feedback to customers
- Promoted open communication to provide excellent customer service
Fulfillment Associate
Amazon
09.2015 - 01.2016
- Monitored inventory in the shipping warehouse
- Ensured quality control to prevent inventory misplacement or incorrect shipping
- Worked in a team environment to ensure the correctness of the shipping process
Customer Service Representative (CSR)
Verizon Wireless
08.2014 - 08.2015
- Monitored inventory in the shipping warehouse
- Ensured no inventory was misplaced or shipped to the wrong location through quality control
- Worked in a team environment to ensure the shipping process was done correctly
Dispatcher
First Call LLC
07.2011 - 08.2014
- Answered inbound calls in a call center environment
- Made the top 20 leaderboard in June 2015 for metrics production
- Dispatched technicians for service requests and provided tier 1 technical support
- Retained products and services for existing customers and handled billing disputes
- Processed orders for new services and managed account rescheduling
Retention Specialist
Charter Communications
10.2008 - 09.2009
- Answered inbound calls in a call center environment
- Dispatched technicians for service requests and managed technician job check-ins and check-outs
- Handled approximately 100 calls a day
Customer Service Representative
NTS Communications
01.2006 - 01.2008
- Responded to inbound disconnect calls promptly
- Provided high-level customer service and retained products and services for existing customers
- Processed orders for new services and managed credit card payments
Education
Surgical Technology
Odessa College
Odessa, TXSkills
- Company processes and procedures
- Vendor management
- Performance analysis
- Conflict resolution
- Partnership development
Workauthorization
Authorized to work in the US for any employer.
Timeline
Partner Performance Manager
Windstream
07.2021 - Current
Call Center Manager
Windstream
07.2019 - Current
Customer Service Representative
Windstream
09.2015 - 01.2016
Fulfillment Associate
Amazon
09.2015 - 01.2016
Customer Service Representative (CSR)
Verizon Wireless
08.2014 - 08.2015
Dispatcher
First Call LLC
07.2011 - 08.2014
Retention Specialist
Charter Communications
10.2008 - 09.2009
Customer Service Representative
NTS Communications
01.2006 - 01.2008
Surgical Technology
Odessa College
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