Candidates About

Kellie Salter

Vendor Manager

Global, multifaceted leader with extensive experience in contact centers, vendor relations, and project management. Proven record of impacts spanning business development, compliant finance management, and problem-solving skills.  Ability to coordinate with all members of an organization to achieve business objectives.  Skilled in enhancing productivity, improving processes, establishing and implementing call center strategies and directing operations.

serenova (formally, LiveOps Cloud) | Austin, TX                                                                                         May 2017 to Current

implementation Project Manager | Professional Services                                                                                                               

Managed the configuration and launch of new & existing customers, either directly or through distribution partners of web-based cloud routing strategy expansions.   Developed and managed budgets and resource assignments, controlling project scope and risks, while managing end-to-end change control efforts. 

·         Managed eight successful implementations for both domestic and international contact center locations. 

·         Reduced “time to implement” by 40% via swift alignment and insight into the sales process. 

·         Co-managed design capabilities with key partner in conjunction with operations and IT. 

·         Developed & implemented team-level project tracker, allowing for calibration uptake into monthly leadership reviews. 

DELL, INCORPORATED | Round Rock, TX                                                                                                      Nov 2003 to Feb 2016

Project Manager | Process Excellence and Site Readiness, (Dec 2014 – Feb 2016)                                                                  

Served as a telecoms expert leader while addressing a broad view of customer journey opportunities across the Americas telecom network. Responsible for cross-functional management of Client ProSupport Services through the telecom life cycle for the achievement of Profit and Loss goals and increased customer satisfaction results.

·         Managed best-of-breed efforts in hold abandons, disconnects, no answer, and short-call release measurements.

·         Delivered 13% transfer reduction by identifying & solving routing defects for ProSupport Imaging queue. 

·         Developed engagement model that ensured practices & policies were deployed & managed based on stakeholder needs.
Performed analysis on repeat callers that related to callbacks occurring within 2 hours of initial contact. 

·         Revised logging procedure to correct documentation behavior for alignment towards back-end coding analysis.

·         Co-managed routing capabilities within partner network in conjunction with the operations and IT. 

·         Supported development & deployment of business segmentation approach for IT professionals utilizing chat support.

Operation Strategist | America’s Client Business Support, (Jan 2013 – Dec 2014)                                                                     

Led global cost reduction strategies that produced more than a $4M annualized savings. Responsible for improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies.

·         Headed call center operations, duties such as capacity sizing, staffing requirements, and performance agility.

·         Exceeded financial targets via the development, execution, and management of cost reduction strategies.

·         Developed outsource strategy plans for the North America & Latin America locations.

o    Built transition framework for how to successfully migrate sites and call center queues.

o    Responsible for ramp down/ramp up planning, volume allocations, capacity calculations, and budgets.

Partner Management Consultant | Dell International Services (Nov 2003 – Dec 2012)                                                           

Responsible for managing and directing service operations through partner affiliates within internationally-based outsourced locations. Drove service operations and strategy for business in India, Philippines, and Canada. Oversaw comprehensive site preparation, partner staffing, new hire recruiting and training, policy implementation, performance reporting, and operational execution.

·         Delivered exceptional results in technical support for international-based outsource relationships.

·         Met financial targets and agent performance levels goals.

·         Successfully operated a base load site across different segments while decreasing operating expenses.

·         Managed launch of location site in India that exceeded customer service goals within five months.

·         Received Vice President “Excellence in Action” award for achieving best-of-breed sites in consumer space.

·         Recruited, trained, and mentored high performing teams with over 350 employees

·         Handled operational duties such as agent performance towards the achievement of quarter-end targets, contract compliance, escalation management, and long-term process improvement. 

SERVICE ZONE | Lake City, FL                                                                                                                          Aug 2002 to Feb 2003

Operation Manager | Customer Service                                                                                                                                             

Provided Internal leadership in formulating policy, strategy, and marketing initiatives. Increased departmental productivity and efficiency by implementing innovative approaches to various operational issues.

·         Handled operational duties such as agent performance towards the achievement of quarter-end targets, contract compliance, escalation management, and long-term process improvement. 

·         Revamped the operations of the hiring, call volume, scheduling, and budget management.

·         Improved various aspects including doubling the amount of calls to over 32,000 calls, improving the quality of service by 10%, and decreasing the cost per call.

·         Administered leadership development classes, receiving evaluation scores of 96% and 97% respectively.

·         Governed processes, practices, tracking, and measurements with cross-functional teams to drive business alignment.

SPRINT PCS | Tallahassee, FL                                                                                                                            Jan 2000 to July 2002

Operation Manager | Customer Service                                                                                                                                             

Improved and maintained call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs.  Developed a top-ranking team for all regional sites.

·         Received award for Top Service Quality (98%), Top At-Work Productivity (91%), and Top Full-Schedule Productivity (83%).

·         Developed a top-ranking team for all regional sites.

·         Acknowledged for 87% quality average score and 83.9% customer satisfaction index.

·         Oversaw nine new hire classes with over 200 employees who received a quality average score of 85%.

·         Received the Center of Excellence award that is awarded to less than 2% of exempt-level staff.

Project Management Education:  February 2012 | 35.0 Professional Development Units | PM Mentors, Exam Prep Course

Project Management Experiences:  2010 – 2016 | 7500 Project Management Hours

Dale Carnegie Graduate, National Management Practices, Positive Performance Management, Supervisory Leadership I & II, EEOC Training, Human Resource Practices, Diversity Training, Managing and Supervising People, Train the Trainer