Kelly Duggan

• Direct daily call center operations to meet client service expectations, monitoring queues, adjusting staffing, and coordinating with supervisors to maintain consistent service quality and adherence to performance standards.
• Analyze operational reports and call metrics to identify trends, pinpoint process gaps, and recommend workflow adjustments that support improved efficiency, reduced handling delays, and stronger customer satisfaction outcomes.
• Support workforce planning by reviewing volume forecasts, scheduling agents, and coordinating shift coverage, ensuring adequate staffing levels during peak periods while minimizing idle time and schedule conflicts.
• Coach and guide team leads on performance management, quality expectations, and policy compliance, reinforcing consistent procedures and supporting a positive, accountable environment for front-line customer service staff.
• Collaborate with cross-functional partners such as quality assurance, training, and client services to implement updates, clarify requirements, and ensure smooth rollout of new procedures across assigned programs.

• Review performance metrics to monitor team productivity and identify areas for improvement.

• Managed high-volume collections efforts to reduce delinquency rates and improve customer accounts.
• Negotiated payment arrangements with clients, enhancing cash flow and client satisfaction.
• Utilized internal systems to track account status and document collection activities efficiently.
• Developed strategies for resolving disputes, fostering positive client relationships while ensuring compliance.

• Recommended customized voice, internet, and television solutions by identifying the unique needs of residential and small business customers.
• Strengthened customer loyalty by resolving service concerns, building strong relationships, and providing personalized solutions to retain existing accounts.
• Consistently achieved or exceeded monthly and annual sales and customer service goals through effective communication and solution-based selling.
• Efficiently navigated multiple software applications simultaneously to process orders, verify service availability, manage customer accounts, and complete service requests accurately.