Christopher L. Kelm
8863 Maurice Court
Boston, NY 14025
Phone: 716-539-5783
Cell: 716-353-6017
chriskelm@adelphia.net 	
BACKGROUND SUMMARY

CONTACT/CUSTOMER SERVICE MANAGER with extensive experience in billing, sales, customer retention, operations, labor cost management of medium and high-tech customer contact centers. A results-oriented business professional who’s related areas of expertise are:	
Inbound phone
Outbound Marketing
Technical Support 
E-mail support
             Live Chat Support	Employee Retention
Employee Development
Process Improvement
Data Reporting
Written correspondence	Productivity Improvement
Cost Reduction Programs
Strategic Business Development
Staffing and Forecasting
Financial Report Processing	

EXPERIENCE
MP Publishing, LCC. / MainStreetHost (www.mainstreethost.com) 
Telesales Manager/Accounts Manager, 10/2004 - Present
Position Summary: Manager supports and leads the Sales Reps as required to help achieve sales goal for the Department. The Telesales Manager plans, directs and evaluates the workflow of the sales team in order to meet business objectives, establish quotas, leads by example by assisting reps in identifying significant sales opportunities and working with reps to close them, Establish consumer and institutional benchmarks and plans for each rep. Implement inbound and outbound systems that maximize sales opportunities for prospective customers, Maintain records of sales contacts and provide weekly activity reports to ownership regarding progress, Create a motivated work atmosphere, provide leadership by establishing clear expectations, provide ongoing sales and product training and provide coaching to sales agents. 
Responsibilities: Metrics, Profitability, Client Satisfaction, Customer Satisfaction, Associate Development, Quality, Attendance, Schedule Adherence, Bonus Reporting, Weekly Reports to Clients and Internal to Ownership, Annual Performance Evaluations, Strategic Business Development, Associate Relations, Corrective Counseling, Interviews, Sales to Forecast,  Client Services and Relations, Staffing and Forecasting.

Injun Enterprises, LCC. 
Contact Center Manager, 10/2001 – 01/2004 
Position Summary: Manager supervises multiple teams of supervisors and agents, is responsible for the day-to-day welfare of those reporting to the positions.   Also, responsible for department, associate relations, quality and the reporting of the same to ownership. Cradle to grave process improvement and gap analysis to implement best practices while ensuring peak operational performance to metric goals.  
Responsibilities: Phone System Maintenance, Metrics, Profitability, Client Satisfaction, Customer Satisfaction, Associate Development, Quality, Attendance, Schedule Adherence, Bonus Reporting, Weekly Reports to Clients and Internal to Ownership, Annual Performance Evaluations, Strategic Business Development, Associate Relations, Corrective Counseling, Interviews, Sales to Forecast,  Client Services and Relations, Staffing and Forecasting.

ClientLogic (formerly Softbank Services Group, UCA&L and UCA) (www.clientlogic.com) 
Customer Service Manager, 09/2000 – 06/2001
Position Summary: Manager supervises multiple teams of supervisors and agents, is responsible for the day-to-day welfare of those reporting to the position.   Also, responsible for unit productivity, associate relations, quality and the reporting of the same to upper management. Communication of campaign issues to appropriate representatives in the company.
Responsibilities: Metrics, Profitability, Client Satisfaction, Customer Satisfaction, Associate Development, Quality, Attendance, Schedule Adherence, Bonus Reporting, Weekly Reports to Clients, Annual Performance Evaluations, Strategic Business Development, Associate Relations, HRIS, Corrective Counseling, Interviews, Staffing and Forecasting.

Internal Auditor, 08/1997 – 06/2001 (www.copc.com) 
Responsibilities: Auditing all aspects/levels of call center management process’s to ensure alignment with COPC certification. Duties include cradle to grave process/project improvement and aligning processes with the COPC standard to ensure optimal operational performance and cost.

ClientLogic (formerly Softbank Services Group, UCA&L and UCA) Continued

Account Manager, 02/1999 – 9/2000
Position Summary: Insure successful Client relationships with ClientLogic. Provide leadership to the organization, develop and execute Client programs that meet Client expectations. Support the organization on Client Services related matters and perform other duties as assigned.
Responsibilities: Understand and communicate client business and strategic goals, Faithfully work to build client confidence in ClientLogic’s ability to deliver solutions, Insure open and frequent two-way communication, Measure and report Client satisfaction and dissatisfaction, Assist in the preparation of Client business reviews, Understand, document, and communicate program goals, objectives, and metrics, Set client expectations that reflect ClientLogic’s capabilities and provide achievable timelines, Regularly obtain timely and accurate input from client regarding changes in the level of activity, Monitor, analyze, and report program performance versus plan, Act as an internal program and project manager, Identify and provide leadership to a cross-functional team that supports the client activities, Communicate program requirements, Work with operating units to design “best practices” solution sets, Ensure the program meets specifications and client goals, Ensure timely implementation.
	
Account Coordinator, 08/1997 – 02/1999
Responsibilities: Project management and communicating business statistics of call center to client, relaying and organizing client goals/information to management, making sure that goals and time frame of goals is kept, reporting progress/status of projects and day to day business to client.

Supervisor of Customer Service/Inbound Sales, 10/1996 – 8/1997
Responsibilities: leading a group of 15-25 telephone representatives. This would include scheduling (labor cost), monitoring call management system (ACD/ACW/AUX), coaching, mentoring, monitoring call quality, reporting call quality, attendance tracking and doing disciplinary actions.

Earlier ClientLogic assignments included Product Specialist (Microsoft Developer Product Lines) and Customer Care Associate, 12/1994 to 10/1996.	
EDUCATION
Erie Community College, Buffalo NY. 
General Studies: with emphasis towards Nuclear Medicine, Computer Applications and Business Strategy

CERTIFICATIONS
Dale Carnegie – 11/2002
Leadership for Managers Training

PQM – 08/1994
Process Quality Management
	
Specialized Software Knowledge

Lucent Definity G3, Nortel Option 81, Avaya Merlin Magic Legend switch experience in AT&T, Meridian, WinSPM and ZeaCom (Computer Telephony Integration) call tracking systems (Split/Skill/Queue leveling, ACD/ACW/AUX/Not ready)

Full working knowledge of Microsoft Office applications, Apprise, Vantive, Mail Order Manager, Corel Suite, Micrographics Flow charter, Lotus Notes, Pipkins, People Scheduler.