Kelly Paul
South Jordan,UT
Summary
Dynamic Sales Operations Manager with a proven track record at American Express, excelling in strategic planning and performance analysis. Achieved an impressive NPS of 85% through effective coaching and development. Expert in relationship management and process improvement, driving operational efficiency and enhancing customer experience across diverse teams.
Overview
15
15
years of professional experience
Work History
Sales Operations Manager
Travelopia-Europe Express
12.2023 - Current
- Lead a team of 20 advisors and 3 leaders across two countries, adapting leadership strategies to a virtual and hybrid work environment.
- Partnered with sales and operations leaders to implement a new relationship management strategy across global teams, to improve customer experience, and drive brand loyalty.
- Developed and implemented key performance indicators to track business health and drive performance.
- Implemented a coaching strategy to improve the customer experience.
- Introduced Customer Experience survey to gather customer feedback. Achieved a result of 4.4/5.0 in the first 6 months.
- Implemented virtual and team-building exercises, reducing communication barriers and improving team cohesion.
- Established standardized procedures and a leadership framework that have improved consistency in process and coaching support for the team.
Real Estate Apprentice/Investor
Self Employed
Salt Lake City
01.2022 - 06.2023
- Managed all aspects of project timelines and deliverables efficiently.
Director of Operations
American Express Travel And Lifestyle Services
04.2015 - 03.2021
- Successfully led a large team of lifestyle sales professionals located in PHX/SLC office and home-based remote teams.
- Responsible for coaching and development in a high touch servicing model supporting Platinum and Centurion premium members via phone, email and chat.
- Responsible for analyzing results and coaching team performance in key performance indicators: 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. Improved retention by 30%.
- Operational project lead for desktop transformation efforts. Partnered with support teams in marketing, technology, banking, compliance, training and HR to uplift tools and training for a large team across the US.
Operations Manager
American Express Travel And Lifestyle Services
02.2011 - 03.2015
- Direct leadership of 80+ sales professionals supporting inbound calls/emails for American Express Platinum and Centurion members.
- Teams comprised of both inbound phone/email servicing teams and account management teams responsible for coaching and development of colleagues to drive results in KPI's refer to friend, revenue, handle time, bank compliance and share of wallet. Team recognized with top performance in KPIs year over year.
- Successfully implemented requirements for email servicing standards and quality monitoring for leaders which improved quality and efficiency of interactions and improved close rates.
Education
Certificate in Leadership -
Harvard
01.2019
Skills
- Strategic planning
- Performance analysis
- Coaching and Development
- Employee Procedures
- Performance metrics
- Sales strategy
- Relationship management
- Customer experience
- Process improvement
- Operating procedures and policies
- HR policy/tools
- Project Management
- Microsoft Office/Teams
- Salesforce
- HubSpot
- Qualtrics
- Nice
- Medallia
- Sabre, Amadeus
- Ring Central
- Talkdesk
- Operating procedures and policies
Timeline
Sales Operations Manager
Travelopia-Europe Express
12.2023 - Current
Real Estate Apprentice/Investor
Self Employed
01.2022 - 06.2023
Director of Operations
American Express Travel And Lifestyle Services
04.2015 - 03.2021
Operations Manager
American Express Travel And Lifestyle Services
02.2011 - 03.2015
Certificate in Leadership -
Harvard
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