Summary
Overview
Work History
Education
Skills
Timeline
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Paula Kelly

SMYRNA,TN

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

17
17
years of professional experience

Work History

Quality Analyst

Hitouch Business Services
03.2022 - 11.2024
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Led cross-functional team to update training curricula, keeping pace with industry changes.
  • Trained and mentored 10+ new personnel hired to fulfill various roles.
  • Partnered with cross-functional teams to align survey initiatives with overall organizational goals.
  • Assisted in the analysis of survey data, providing valuable insights for informed decsion making.

First Contact Resolution ECommerce Coach

Hitouch Business Services
04.2020 - 03.2022
  • Manually collect and provide channel numbers for all Marketplaces and report to Management Team daily.
  • Track FCRs productivity and upload into Tracker Spreadsheet daily.
  • Prepare, host and recap POD huddles.
  • Facilitated individual coaching sessions with FCRs to celebrate wins, realign productivity goals, discuss QA results and opportunities.
  • Mentored new employees during the transition into their new roles and delivered constructive feedback to increase understanding of job duties.
  • Handled escalated customer service concerns to ensure positive overall customer experience and maintain feedback.

First Contact Resolution B2B Coach

Hitouch Business Services
12.2014 - 04.2020
  • Facilitated individual coaching sessions with FCRs to celebrate wins, realign productivity goals, discuss QA results and opportunities.
  • Mentored new employees during the transition into their new roles and delivered constructive feedback to increase understanding of job duties.
  • Handled escalated customer service concerns to ensure positive overall customer experience and maintain feedback.
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.


District Manager

Rue21
02.2008 - 07.2012
  • Supervised 100+ employees and managed all performance metrics within Middle Tennessee, Southern Kentucky territory.
  • Identified and developed top talent within management structure to promote performance-oriented culture.
  • Strategized business operations, merchandising strategies and personnel moves.
  • Sourced and recruited top talent for various retail store positions and verified recruiting processes to meet new store opening timelines.
  • Analyzed regional market trends to discover new opportunities for growth.
  • Produced top sales across the company for 3 straight years through effective planning and implementation of key initiatives.
  • Built nine new stores from ground up with clear and proactive business leadership.
  • Achieved annual sales volume in excess of $10 Million by motivating all levels of employees to continuously exceed objectives.
  • Promoted eight managers and supervisors to fill internal job vacancies.
  • Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.

Education

High School Diploma -

Fred J Page High School
Franklin, TN
05.1995

Skills

  • Employee management
  • Training and coaching
  • Customer relations and escalations
  • Training material development
  • Staff mentoring
  • Time management
  • MS Office
  • Verbal and written communication
  • Issue and conflict resolution
  • Staff development
  • Recruiting, hiring and onboarding
  • Shipping and receiving understanding
  • Quality assurance
  • Team collaboration
  • Leadership
  • Flexible

Timeline

Quality Analyst

Hitouch Business Services
03.2022 - 11.2024

First Contact Resolution ECommerce Coach

Hitouch Business Services
04.2020 - 03.2022

First Contact Resolution B2B Coach

Hitouch Business Services
12.2014 - 04.2020

District Manager

Rue21
02.2008 - 07.2012

High School Diploma -

Fred J Page High School

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Paula Kelly