KEVIN J.

KILEY
(617) 610-5707
kkf9206a@westpost.net
http://www.linkedin.com/in/kevinjkiley

CAREER SUMMARY
* Comprehensive background in client service, sales, and sales support for techn
ology and contact center industries.
* Proven ability to implement new clients successfully, and grow existing busine
ss.
* Very strong communication and collaboration skills across internal organizatio
ns, customers, and vendors.
* Ability to apply all phases of service administration and data collection to k
eep business intelligence and customer relationship management systems up to dat
e.
* Extensive experience with project coordination, prioritization, and details/ti
me management techniques.

PROFESSIONAL EXPERIENCE
Mercer Norwood, MA July 2010 - Present
Participant Services Representative
- Handle incoming calls from employees and retirees of clients inquiring about h
ealth & welfare benefits, retirement & pension accounts, absence management, and
payroll/expense issues.
- Document all interactions in Siebel CRM application.
- Communicate with multiple benefit providers and payroll vendors.
- Interact with all levels of management of Fortune 500 clients.
TSL Marketing Boston, MA January 2010 - June 2010
Business Development Specialist
- Completed 100 to 150 cold calls a day to companies in designated databases.
- Initiated conversations with C level executives, IT Directors, and IT Managers
on company initiatives to determine needs and generate business intelligence.
- Generated lead reports summarizing the needs and challenges that the prospe
ct is encountering and providing correct contact information for prospect.
- Assigned on a wide range of programs that had a variety of messages targeting
Information Technology decision makers.
VERIZON WIRELESS Avon, MA March 2008 - April 2009
Business Account Executive
- Managed business clients in 20 cities and towns throughout the South Shore of
Massachusetts.
- Completed 40 to 50 cold calls a day to companies in designated territory.
- Upgraded many clients to multi-media products increasing monthly revenue.
- Scheduled and lead product road map meetings, discussions on data services, an
d implementation strategies.
- Generated and presented pricing proposals to clients over the phone and in per
son.
- Subject Matter Expert in all products and services being offered by Verizon Wi
reless.
- Successfully delivered and rolled out hardware to ensure clients satisfaction.

Kevin J. Kiley
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PRIMAX Wakefield, MA March 2007 - January 2008
Director - Operations
- Managed operations group that maintained credit/debit card processing for over
4,000 merchants and financial institutions.
- Reviewed contracts to ensure all client programs have been implemented and
supported.
- Schedule staff for 365 day coverage. Review and approve weekly payroll.
CALLOGIX Manchester, NH
March 2006 - December 2006
Director - Account Management/Call Center Operations
- Managed operations of 125 seat 24 hour/365 day call center.
- Managed team of call center managers and 5 account managers.
- Supported multiple lines of business for large and small companies.
BOSTON COMMUNICATONS GROUP (bcgi) Bedford, MA 199
5 - 2006
Senior Client Services Manager 2002 - 2006
- Managed client's expectations on all business lines concerning operational iss
ues, new releases, and functionality.
- Managed National Wireless account, along with 20 regional carriers.
- Grew and maintained close relationships with key decision makers & managers.
- Attended trade shows, coordinated client visits/conference calls, and visited
client headquarters.
- Provided consulting on market trends and platform enahncements.
- Developed strategic relationships with vendors & partners to improve client tr
ansaction processing.
- Identified new business opportunities, implemented revenue generating services
.
Account Manager 1999 - 2002
- Assisted Senior Account Manager on two national wireless carrier accounts.
- Built new relationships with regional carriers across United States and Canada
.
- Single point of contact for each account. Was available 24 hours a day for que
stions or escalations.
- Prepared training materials and memorandums for customer service groups and ne
twork operations center.
Assistant Call Center Manager
1997 - 1999
- Managed daily operations of a hundred seat call center on college campus. Assi
sted with the management of three other call centers.
- Assisted call center manager on financial profitability by attaining service l
evel goals and reducing call handle times.
- Integral member of implementation team that opened new call centers in Florida
and Canada.
Supervisor
1995 - 1997
- Managed team of 15 to 30 customer service representatives.
- Over saw call center floor procedures, monitoring, and coaching of team member
s
- Promoted to Supervisor from CSR position.
TECHNICAL SKILLS
Sales Force Automation Order Management and Client Management applications, Sieb
el, Adobe, MS Office XP, Excel, PowerPoint, Internet/Intranet navigation, Salesf
orce.com, and several information billing systems. ACD systems: Avaya, Aspect,
Lucent, Nortel, Teloquent, and Infinity.
EDUCATION: SAINT MICHAEL'S COLLEGE B.A., Political Science, May 1994