James Kelly
Manager of Technical Services
- Role
- Manager Technical Support Services at FN America, LLC
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About James Kelly
Passionate about customer success and experience improvement by delivering high-quality…
Experience
Manager Technical Support Services
Jan 2022 — Present · Columbia, SC
Enhanced team performance and maximized customer satisfaction by strategically managing inbound contacts and implementing process improvements. Redesigned entire outlook and approach to handling consumer interactions. Developed measurable standards and brought uniformity to a strong technical support center. Created accurate and meaningful KPI’s to not only benefit the development of the individuals but make impactful results to the business. Acquired and streamlined internal employee purchase programs that generated immediate positive results and employee satisfaction. Helped acquire software and applications to elevate contact center to current technological standards.Key Accomplishments:• Redesigned entire customer experience.• Created impactful and beneficial employee purchase programs.• Designed systems to feed crucial contact information back into the company.• Developed standards of training and measurement of service.
Skills
- Electrical Engineering
- Smart Grid
- Coaching
- Scada
- Competitive Analysis
- Energy
- Consumer Products
- Brand Management
- Customer Satisfaction
- Substation
- Testing
- Customer Experience
- Customer Insight
- Management
- Electricity
- Strategy
- Commissioning
- Product Development
- Power Distribution
- Call Centers
- Engineering
- Product Management
- High Voltage
- Marketing Management
- Product Innovation
- Power Systems
- Project Engineering
- Cross-Functional Team Leadership
- Power Generation
- Forecasting
- Product Marketing
- Marketing
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