Kelly Henry
Rock Island
Summary
Professional with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Expertise in managing teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring, and process improvement to consistently achieve targets and elevate service standards.
Overview
37
37
years of professional experience
Work History
Central Contact Center Supervisor
Eye Surgeons Associates
Bettendorf, IA
10.2013 - Current
- Supervised daily operations, ensuring high-quality customer service and adherence to protocols.
- Trained and mentored staff to enhance performance and improve service delivery.
- Implemented process improvements, increasing efficiency in call handling procedures.
- Monitor KPI metrics make adjustments to maintain above average service levels compared to industry standards.
- Oversee doctor templates in coordination with the Chief Clinical Officer.
- Adjust doctors templates daily to maximize productivity.
- Schedule patient injections for all doctors. Maintain processes/reports to ensure patients are scheduled for necessary follow up.
- Expert knowledge on specific platforms utilized in the call center. Including EHR, 3CX phone system and Vital interaction.
Call Center Team Leader
AT&T
Rock Island, IL
09.2012 - 10.2013
- Led team of call center representatives to enhance customer satisfaction and service quality.
- Analyzed performance metrics to identify trends and develop strategies for operational improvements.
- Facilitated regular team meetings to discuss goals, share feedback, and promote a collaborative work environment.
- Resolved complex customer issues escalated by team members, ensuring timely and effective solutions.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
Director of North America Operations
Synovate
Chicago, IL
08.2007 - 06.2012
- Led cross-functional teams to develop and implement strategic market research initiatives.
- Drove process improvements that enhanced operational efficiency and client satisfaction.
- Cultivated client relationships through tailored solutions and proactive communication strategies.
- Mentored junior staff, fostering a culture of continuous learning and professional development.
- Analyzed market trends to inform product development and positioning strategies for clients.
- Oversaw project management, ensuring timely delivery and adherence to quality standards.
- Developed comprehensive reports synthesizing research findings for executive-level presentations.
- Established best practices for data analysis and reporting across multiple research projects.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Oversite of overseas projects and vendors.
Regional Field Director
Kantar
Naperville, IL
10.1989 - 08.2007
- Directed field operations, ensuring alignment with organizational goals and strategic objectives.
- Developed and implemented operational strategies to optimize resource allocation and workflow efficiency.
- Established key performance indicators (KPIs) to measure operational effectiveness and drive accountability.
- Mentored junior staff members, providing guidance and support to enhance their professional growth and development.
- Oversaw the recruitment, hiring, training, and onboarding processes for new employees within the department.
- Streamlined reporting processes to improve accuracy in data collection efforts while reducing time spent on administrative tasks.
- Optimized field operations by utilizing data-driven decision-making processes and performance metrics.
- Consistently met or exceeded project deadlines due to efficient resource allocation strategies and strong time management skills.
- Managed vendor relations to ensure timely delivery of products/services while maintaining budgetary constraints.
Education
Business
Scott Community
Davenport, IASkills
- Establish goals and policies
- Setting standard operating procedures
- Recruiting, hiring and termination
- Problem Resolution
- Public speaking and presentations
- Work simplification and work flow improvements
- Forecasting
- Budgetary requirements
Timeline
Central Contact Center Supervisor
Eye Surgeons Associates
10.2013 - Current
Call Center Team Leader
AT&T
09.2012 - 10.2013
Director of North America Operations
Synovate
08.2007 - 06.2012
Regional Field Director
Kantar
10.1989 - 08.2007
Business
Scott Community