Paul Kelly
Omaha,NE
Summary
Accomplished Lead Representative with a strong track record in customer service and issue resolution. Known for implementing best practices and enhancing team performance, driving improved compliance and customer satisfaction. United States Air Force combat veteran with an honorable discharge.
Overview
1
1
Language
33
33
years of professional experience
Work History
Lead Representative, Customer Care
PayPal
Omaha, Nebraska
03.2016 - Current
- Led daily operations of customer service team at global online payment platform.
- Resolved complex customer inquiries and escalated issues.
- Resolved escalated customer issues in a timely manner.
- Implemented best practices for handling high-volume transaction queries efficiently.
- Coached team members on best practices, improving overall customer service quality.
- Trained new representatives on company policies and customer engagement strategies.
- Trained new employees on customer service policies and procedures.
- Trained new representatives on product knowledge, sales strategies, and company policies.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
- Facilitated communication between customers, management, and other stakeholders.
- Collaborated with cross-functional teams to streamline service delivery processes.
- Analyzed customer feedback to identify trends and recommend actionable service enhancements.
- Ensured compliance with company policies and relevant regulations.
- Investigated complex cases involving multiple departments or teams.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Program Director and On-Air Talent
iHeart Media (formerly Clear Channel)
Grand Forks, North Dakota
08.1993 - 10.2015
- Oversaw daily operations and scheduling of on-air talent and content.
- Developed and delivered compelling content for radio shows and social media.
- Conducted interviews with artists and local personalities on-air.
- Interviewed high profile celebrities and other notable figures.
- Trained new on-air talent in broadcasting techniques and station guidelines.
- Collaborated with production teams to create engaging promotional materials.
- Implemented promotional campaigns to enhance station visibility and events to enhance listener experience.
- Analyzed audience trends to optimize content delivery and listener engagement.
- Provided insights for programming decisions based on listener feedback.
- Mentored aspiring broadcasters, improving their skills and industry knowledge for successful careers.
- Coordinated community events that strengthened brand presence and fostered listener loyalty.
- Created and implemented new policies and procedures for the program.
- Recruited, hired, trained, supervised, coached, evaluated, and disciplined personnel.
- Monitored program operations for compliance with policies and procedures, applicable standards and relevant contractual policy.
- Directed staff training on technical aspects of programming activities.
- Analyzed data from surveys, focus groups, interviews to inform decision making.
- Acquired key program data to support strategic enhancements and analysis to support continuous improvement.
- Prepared staff work schedules and assigned team members to specific duties.
- Participated in brainstorming sessions with production staff to generate new ideas for programming content.
- Organized, wrote, and edited scripts for radio shows.
- Planned shows by selecting music and topics and writing content.
- Memorized scripts or used ad-libs to introduce station and open and close shows.
- Created pre-produced audio programs and selected audio cuts.
- Collaborated with sales teams to develop integrated marketing campaigns.
- Created pre-produced audio programs and selected audio cuts.
Education
English, History, Anthropology
University of North Dakota
Grand Forks, NDSkills
- Customer service and support
- Issue resolution
- Customer relationship management
- Compliance monitoring
- Team coaching and development
- Problem solving
- Effective communication
- Creative thinking
- Broadcast talent
- Broadcasting techniques
- Program scheduling
- Event coordination
Languages
German
Limited
Affiliations
- Actively involved in the Omaha music scene as a singer and guitarist
- Coached youth baseball in 2025
Custom Section
References:
- Michael Lazure (friend and former PayPal colleague) - (402) 216-6571
- David Czpaka (friend and former PayPal colleague) - (973) 626-1050
- Steven Brentlinger (friend of over twelve years) - (531) 218-4377
Timeline
Lead Representative, Customer Care
PayPal
03.2016 - Current
Program Director and On-Air Talent
iHeart Media (formerly Clear Channel)
08.1993 - 10.2015
English, History, Anthropology
University of North Dakota