Kelly Paul
South Jordan,UT
Summary
Accomplished innovative service leader with experience in strategic planning, process improvement and operational infrastructure. Exceptionally skilled in developing growth strategies, building consultative solutions, and maintaining a customer centric culture across large teams. Leverage passion for excellence to develop and mentor colleagues as well as championing diversity to improve retention and colleague engagement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of Operations
American Express Travel And Lifestyle Services
Salt Lake City , UT
04.2015 - 01.2020
- Successfully led team a large servicing team comprised of 3 Managers, 15 Team Leaders 200+ servicing representatives supporting premium cardmembers. Teams located in Phoenix call center and remote western region including CA, OR, WA, AZ and UT.
- Coach and develop colleagues in high touch servicing model supporting Platinum and Centurion premium members via phone, email and chat.
- Top performance in sales/revenue results driving 22M in revenue, 95% compliance and 20% reduction in handle time. Exceeding expectations in CSAT metrics.
- Created and executed strategy to onboard 300+ remote new hires across US. Strong focus on improving consistency and support in classroom to retain talent and improve certification. This resulted in 30% increase in YOY retention rates.
- Operational lead for desktop transformation efforts. Partnered with support teams to ensure front line teams had training/support needed to embrace/adopt new booking tool which impacted 1k front line colleagues across US.
- Co-owner of employee policies and standard operating procedures to ensure oversight of updates and/or revisions to policy that supported change in business strategy.
- Launched interactive colleague engagement site for remote colleagues to connect with colleagues and leaders across region. This platform enabled our team to share business updates, enable leaders to provide timely recognition, peer to peer best practice sharing and launch new engagement strategies to support employee development.
- .
Operations Manager
American Express Travel And Lifestyle Services
Salt Lake City, UT
02.2011 - 03.2015
- Direct leadership of 100+ Travel professionals supporting American Express Platinum and Centurion members with travel and lifestyle bookings/inquiries.
- Responsible for coaching and development of colleagues to drive improvement in key metrics in refer to friend, revenue, handle time, compliance and employee engagement. Team recognized with top performance in both revenue and RTF results. Ranked #1 out of 5 sites in overall performance for 3 years.
- Strengthened team results through tracking performance and analyzing trends to create and execute strategies to drive performance.
- Implemented policies and standard operating procedures for continuous improvement.
Team Leader
American Express Travel And Lifestyle Services
Salt Lake City, UT
09.2004 - 02.2011
- Direct leader for 10-15 travel professionals across inbound servicing teams as well as dedicated relationship servicing teams.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to extraordinary service.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals and promoting customer excellence.
- Employee engagement site leader responsible for leading center wide engagement efforts to improve colleague experience and drive loyalty.
Skills
- Strategic Planning
- Project Management
- Process Improvement
- Performance Analysis
- Consultative Sales
- Employee Management
- HR Policy
- Employee Procedures
- Coaching and Development
- Premium Servicing
Certification
Harvard Certificate in Leadership Excellence 2019
Timeline
Director of Operations
American Express Travel And Lifestyle Services
04.2015 - 01.2020
Operations Manager
American Express Travel And Lifestyle Services
02.2011 - 03.2015
Team Leader
American Express Travel And Lifestyle Services
09.2004 - 02.2011