STEVEN MARTIN KELLY

105 Rosewood Way, South San Francisco, CA 94080 * (C) 650-438-6661 * skda0f0e@w
estpost.net
RESULTS-ORIENTED CUSTOMER SERVICE LEADER WITH EXTENSIVE PROCESS IMPROVEMENT, STA
FF DEVELOPMENT & QUALITY ASSURANCE EXPERIENCE
CAREER SUMMARY
* Directed call center environments of 18+ agents over 20+ year career, deliveri
ng success while leveraging focused personnel management, workflow optimization,
relationship management, and team leadership skills.
* Analyzed call center operations metrics to improve processes and procedures (e
.g., improved call flows), drive service level increases (e.g., 95% service leve
ls), and improve customer satisfaction levels.
CORE COMPETENCIES
Customer Service Strategy Call Center Operations Project Management
Strategic Planning Relationship Management Communication Skills
Process Improvement Staff Training & Development Quality Assurance
PROFESSIONAL EXPERIENCE
PROVIDENT CREDIT UNION - Redwood City, CA Oct 2002 - June 2010
Assistant Vice President - Call Center
Direct strategic planning and day-to-day management of Member Service facilities
for three departments (Express Phones, Outbound Sales and Service and E-commerc
e). Select, train, coach, and manage team of 20 (18 in-house member service agen
ts and two managers) in delivering highly responsive customer service with credi
t union membership through various channels (online and on-phone), maintaining a
n average service level of 95%. Lead resource allocation, process improvement, p
roductivity analysis, and problem resolution activities to ensure service qualit
y standards at met consistently.
* Drove increased monthly service levels from 80% to 95% within first two months
by analyzing call volumes and patterns and identifying opportunities for improv
ement.
* Decreased average wait time to less than 20 seconds by implementing new intern
al traffic workflow and reporting.
* Enhanced in-house CRM program to drive increased cross sales by leading projec
t that streamlined processes, created procedures, implemented training, and led
to company-wide system adoption following Board of Director review and approval.
* Increased service levels from 92% (2008) to 94% (2009) by introducing innovati
ve tactics such as an After Call Survey option for inbound calls and outbound ca
ll campaigns engaging new members within 14 days of opening account.
* Improved E-Commerce service channel by launching new online templates improvin
g response time (95% same day response) and implementing new mobile banking and
service upgrade (e.g., Bill Pay, instant messaging) capabilities.
* Designed and implemented new training policies and procedures (in-center and o
nline) as well as training programs to enhance technical and customer service sk
ills for staff and drive increased engagement and productivity.
SAN MATEO CREDIT UNION - Redwood City, CA May 2001 - Oct 2002
Supervisor - Direct Assistance
Managed team of 18 (15 in-house agents, two team leads, one remote agent) in Mem
ber Services call center. Monitored and analyzed call volumes and associated ope
rating and productivity metrics to ensure adherence to service standards. Contri
buted to development of strategic goals, objectives, and benchmarks for group wh
ile leading tactical implementation and reporting. Created processes, procedures
, and call scripts to mandate consistency and quality.
* Increased loan sales volume from 50 applications to 150 per month, averaging $
2MM in new loans per month.
* Designed and implemented new call flows using SYMPOSIUM telephone system, lead
ing to service level increases on incoming calls from 82% to 92%.
* Directed integration of Call Center and e-Commerce departments into one, drivi
ng increased service efficiencies.
(SAN MATEO CREDIT UNION - SUPERVISOR, continued)
* Developed and nurtured effective relationships with external customers and int
ernal business partners to better resolve issues and deliver quality service.
THE SHARE GROUP - San Francisco, CA Aug 2000 - May 2001
Senior Account Executive
Owned client relationships with Working Assets and Greenpeace USA prior to offic
e's overseas relocation, coordinating with internal support resources to address
all client questions, concerns, and requests in timely manner.
* Partnered with clients to develop and execute program goals as well as identif
y new, expanded service.
* Analyzed program sales and services, determining effectiveness and discovering
new opportunities for improvement.
* Generated and communicated account performance reporting to clients on regular
basis.
CHARLES SCHWAB - San Francisco, CA Aug 1999 - Aug 2000
Department Manager - Retirement Services
Provided day-to-day tactical management of Customer Service facilities in San Fr
ancisco and Indiana prior to office relocation. Directed team managers, supervis
ors, and 50 customer service agents in services 3M+ retirement customers. Develo
ped and monitored metrics and standards to ensure efficient and high quality int
eractions to drive customer satisfaction.
* Increased service level of incoming calls from 20% to 92%, despite call volume
of 150% of forecasted amount.
* Recruited, screened and hired full time and temporary staff, providing trainin
g and performance evaluations on regular basis.
* Optimized call flow by implementing improved routing configuration of ASPECT t
elephone system.
WELLS FARGO BANK - San Francisco, CA Nov 1988 - August 1999
Assistant Vice President - ATM Executive Office June 1998 - August 1999
Managed full time and temporary staff in all aspects of customer service and ope
rations. Interfaced with all levels of management, providing communications supp
ort for President and CEO of Wells Fargo.
* Communicated issue resolution to premium customers on behalf of President and
CEO of Wells Fargo.
* Developed and delivered training to ensure staff adherence to processes, proce
dures, and policies.
* Oversaw performance evaluation and performance plan development of staff.
Assistant Vice President - Insurance Services & Online Services Feb 1995 -June
1998
Supervised two groups, first the Licensed Life and Disability Agents and then th
e Online Products and Services operations staff. Managed various process improv
ement and customer satisfaction projects.
* Launched outbound sales program in Insurance Services to supplement sales gene
rated by inbound calls responding to various marketing campaigns (e.g., Direct M
ail, brochures).
* Developed and implemented staff training strategies, improving skills to maxim
ize sales and cross-sell opportunities.
* Implemented new automation process in Online Services to enhance customer expe
rience and service quality.
* Partnered with Customer Service group to re-deploy online operations staff as
volume and business need dictated.
Various Managerial Roles Nov 1988 - Feb 1995
EDUCATION
CARDINAL VAUGHN MEMORIAL SCHOOL, United Kingdom - Completed Oxford and Cambridge
examinations in English, English Lang, Math, History, Geography. Religious Educ
ation and Art.
COMPUTER SKILLS
* Business Software: Microsoft applications including Office Suite (Work, Excel,
PowerPoint), Photoshop, Visio, FrontPage.