Kelly Blackburn

About Kelly Blackburn

Hello! My expertise is making jobs easier with process and technology improvements. At Paycor, you will see me turning great ideas into reality by aligning teams toward common goals and harnessing passion for solving problems. I have a knack for making complex topics easily understood. When I’m not coaching teams, you will find me exploring something new or devouring a book. Be it hiking, skiing or trying a new recipe or restaurant – all are waiting to be explored!Strategic Initiative Delivery | Continuous Improvement | Career Development | Cross-functional Facilitation

Experience

1. Senior Director, Customer Experience Operations

   Paycor

   Aug 2022 — Present

   Leading a team of project managers and analysts to execute strategic initiatives- Implemented customer service agent assist tools, reducing after-call work from 5 to 1 minute, significantly cutting service costs- Launched customer self-service portal along with new web and chat support channels, enhancing customer engagement and satisfaction and resulting in the chat channel managing 20% of daily customer interactions- Overhauled the case management structure to align with our expanding product offerings, providing clear insights into customer experiences and identifying opportunities for improvement- Launched customer survey platform, enabling the company to understand customer sentiment at critical moments of their experience- Integrated 2 outsourcing providers to achieve customer service cost targets. Within 18 months, both providers were meeting all performance targets- Generated over $20M annually through successful execution of pricing initiatives, enhancing quality and efficiency- Successfully integrated a newly acquired learning development company by retaining customers, creating a cohesive culture, and simplifying processes and technology. Experienced in evaluating customer portfolio acquisitions and assessing potential company acquisitions from an operational perspective- Revitalized the Gainsight DevOps team, customer success software platform, by recruiting top engineering talent, developing a clear roadmap, stabilizing infrastructure, and fostering strong relationships with application stakeholders. Within one year, the team was invited to present our scaled customer outreach programs as a success story at Gainsight’s customer conference- Led a high-performing communications team responsible for organizing virtual and in-person leadership gatherings focused on leadership development, strategic planning, collaboration, initiative awareness, and networking.

Education

• Cedarville University

  Operations Management

  2006 — 2009

Skills

• Microsoft Excel
• Lean Manufacturing
• Training
• Forecasting
• Production Planning
• Management
• Project Planning
• Project Management
• Operations Management
• Process Improvement
• Business Process Improvement
• Customer Service
• Leadership
• Six Sigma