John H. Kelly

About John H. Kelly

SENIOR-LEVEL MANAGER Accomplished, forward-thinking leader with experience in…

Experience

1. Director, Service Delivery

   IT Solutions

   Jan 2021 — Present · Fort Washington, PA, US

   Significantly improved client experience through building a diverse delivery team by implementing best practices and industry standards for support, using client feedback, experience, and data analytics. Increased customer satisfaction, efficiency and productivity.\\\\n• Led support organization including Escalation, Fast Response, Targeted Response, and Workstation Deployment teams, Client Service Coordinators, Application Development and Staff Augmentation teams.\\\\n• Gathered client feedback, data, and industry standards that Improved the client experience.\\\\n• Implemented a POD structure taking a large support team and created 3 smaller teams based on client market data. This resulted in improved client satisfaction, familiarity with clients, and faster time to ticket resolution.\\\\n• Improved procedures and processes by deploying Pax8 best practices resulting in a customer satisfaction of 95% and a 60% reduction in overall backlog.\\\\n• Deployed a new virtual call center phone system with bvoip with integrations into Microsoft Teams.\\\\n• Increased Application Development billing by 50% with improved processes and delivery times.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• Fairfield College Prepatory School

  High School Diploma, General Studies

• Saint Joseph's University

  Bachelor of Science - BS, Management Information Systems and Marketing