Shana Kelley
Overland Park,KS
Summary
Dynamic Call Center Manager with a proven track record at Shinnova Solar, excelling in workforce management and process improvement. Expert in data analysis and team leadership, driving customer satisfaction scores up by optimizing operational efficiency. Adept at coaching and mentoring, fostering a high-performance culture that aligns with organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Call Center Manager
Shinnova Solar
Kansas City, KS
11.2024 - Current
- Supervised daily operations of call center team for renewable energy solutions.
- Implemented process improvements to streamline communication between departments.
- Conducted performance evaluations and provided constructive feedback to team members.
- Coordinated scheduling and resource allocation for optimal workforce efficiency.
- Led weekly meetings to align team goals with organizational objectives in solar energy services.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Analyzed data from various sources to identify trends in customer inquiries and complaints.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
Call Center Manager
Bath Wizard
Overland Park, Kansas
09.2020 - 10.2024
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Works with other teams and departments in creating, sharing, identifying, and sharing data that lead to actionable opportunities for continuous improvement.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices and participating in professional societies.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
Office/Call Center Manager
Safety First Home Services
Overland Park, Kansas
09.2018 - 07.2020
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Managed daily operations of call center team at a home services provider.
- Developed and implemented process improvements to enhance call handling efficiency.
- Analyzed call center metrics to identify trends and improve service quality.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
Office Manager
Farmers Insurance Lispi Agency
Lenexa, Kansas
07.2015 - 10.2017
- Coordinated daily office operations and ensured smooth workflow.
- Sign up new and current customers for new property and casualty policies.
- Assisted in preparing documentation for insurance policy renewals and claims.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
Education
B.S. - Social Science
Kansas University and Emporia State University
Kansas12.2014
Skills
Call center operations
- Workforce management
- Data analysis
- Customer relationship management
- Process improvement
- Scheduling coordination
- Budget management
- Team leadership
- Coaching and mentoring
- Change management
- Project management
- Communication skills
- Organizational skills
- Problem solving
- Productivity standards
Hobbies and Interests
- Mentoring
- Photography
- Traveling
- Writing
- Reading
Certification
- Property and Casualty License
- Health Insurance License
- Life Insurance License
Timeline
Call Center Manager
Shinnova Solar
11.2024 - Current
Call Center Manager
Bath Wizard
09.2020 - 10.2024
Office/Call Center Manager
Safety First Home Services
09.2018 - 07.2020
Office Manager
Farmers Insurance Lispi Agency
07.2015 - 10.2017
B.S. - Social Science
Kansas University and Emporia State University
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