MaryAnn Kell
Myrtle Beach
Summary
Experienced, successful and motivated team worker and leader. Focused on process improvement using business analysis experience for requirements gathering, analysis and tracking, business process reengineering, definition of data errors and causes, and international implementation of redefined processes ensuring more accurate, reliable data. Analysis of metrics, define and redefine reporting to enhance capabilities identifying lost revenue. Proven manager with ability to motivate staff and produce results improving both quality and morale. Proven effective trainer, including coordination of training and training materials, and analysis of survey results to identify areas for improvement and clarification. Established successful leader for both in-house and remote teams.
Overview
35
35
years of professional experience
Work History
Cashier
The Home Depot
03.2023 - Current
- Assist customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Acknowledged Customer Service leader, with awards and customer kudos
- Apply Military and discretionary discounts as applicable
- Work in PRO, Garden, Self-check-out and registers assisting customers, following established practices and policies
- Offer credit card application and PRO membership
- Maintain cleanliness of check-out areas
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
Change and Deployment Manager
S3 Vision
02.2022 - 06.2022
- Company Overview: Wipro/Ross Stores
- Deployment manager with focus on change creation and advancement to ensure timely implementation of changes, ensuring project timelines are met
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Track progress, implementation and close of enterprise changes
- Interface with technical teams to ensure technical requirements are met prior to change implementation
- Represent changes at Change Advisory Board
- Interface with customer regarding priorities and path forward
- Lead team on change management protocol and requirements
Service Management Team Lead, Mount Sinai Health System
Dell Services/NTT Data
01.2014 - 03.2021
- Ensure timely delivery of contract deliverables and ad hoc reporting
- Implement and mature Service Management process in conjunction with client requirements
- Lead team to meet and surpass client and management expectations for process stability, improvements and reporting
- Oversight of special projects requiring daily monitoring and reporting
- Enforce emergency change process for fast approval while adhering to change guidelines
- Document and update service management area processes
- Monitor queues to ensure accurate and complete processing
- Provide data for billing and SLA attainment
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Change Management Lead, CoreLogic
Dell Services/NTT Data
01.2014 - 01.2019
- Ensure timely delivery of contract deliverables and ad hoc reporting.
- Evaluated existing change management frameworks, identifying areas for improvement and refining methodologies accordingly.
- Enhanced change management processes by implementing effective communication strategies and stakeholder engagement techniques.
- Implement and mature Change Management process for application and infrastructure changes
- Led team to meet and surpass client and management expectations for process stability, improvements and reporting
- Re-engineer emergency change process, resulting in faster approval times while adhering to change guidelines
- Implement latent change restrictions, reducing the number of monthly latent changes from 20 to less than 1 average per month
- Integrate application changes performed by the client into the Change Management process
- Lead Enterprise and Technical Change Advisory Boards
- Document and update change processes
- Implement and enforce change requirements, modify and communicate to teams, interact with teams leads to correct incorrect practices
- Work collaboratively with client towers and provide training
- Provide data for billing and SLA attainment
SLA Metrics Manager
Dell Services Federal Government
07.2012 - 01.2014
- Prepare and submit contract deliverables for performance against SLAs
- Analyze metrics to reveal area for performance improvements
- Interface with COTR regarding contractual performance and reporting requirements, including new requirements and enhanced reporting
- Service Management functions including business process improvements
- Service Management think tank across contract regarding best practice and process improvements
- Implement cloud-based analytics tool for augmented reporting and data analysis capabilities
- Accomplished multiple tasks within established timeframes.
Principal Consultant
Mackson Consulting, LLC
10.2011 - 04.2012
- Federal ONE STOP SHOP contract integrating the Contact Center into the new web-based initiative
- Evaluated business processes, identifying inefficiencies and recommending targeted improvements. Analyze business process for Contact Center and plan integration into the new single POC center.
- Develop interview process and procedure for new offerings
- Define and document the current process and propose revised process to enhance productivity and process performance
- Ensure all external process are accessible and requirements are met
- Provide contract status updates regarding milestones and achievements
MC311 Supervisor/Data Analyst/Report Specialist
Montgomery County Government
07.2010 - 10.2011
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed and prepared daily, weekly and monthly performance report for each CSR, team and overall performance and metric analysis processes
- Export and analyze raw data to support supervisory and management decisions
- Document procedures and maintain Operations Manual
- Evaluate areas for improvement and present for management approval
- Create comprehensive reporting portfolio to facilitate data analysis and metrics gathering
- Basic functional work on CMS, training on custom reporting for ad hoc requirements
Quality Assurance Manager
IT Solutions, LLC
04.2009 - 06.2010
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.Monthly and weekly reporting monitoring and assessing performance and SLA adherence
- Process improvement and re-engineering
- Program Manager support for operation and staff management
- Budget tracking and planning
- Draft and refine Service Center SOPs
Program Manager
IT Solutions, LLC
06.2008 - 04.2009
- Led team of developers, network and system engineers, and desktop support personnel to launch LMS, the primary source of the school’s revenue
- Implementation, process engineering and requirements analysis and tracking
- Performance management and business process refinement
- IS support management for timeliness and budget
- Upgraded existing infrastructure, hardware and software, including network upgrades
- Regular status reports by task, including major and minor milestone achievements
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
Service Center Manager
IT Solutions, LLC
09.2006 - 02.2008
- Service Center goals, objective and mission management
- SLA metrics and management
- Led team of 16 CSRs supporting over 14,000 users, handling over 15,000 calls per month
- POC for customer complaints and issues
- Call metric analysis reporting
- Improved service delivery and customer satisfaction rate
- Refined Tier 2 and Call Center processes based on metrics, trends and customer feedback
- No SLAs were missed during my tenure
- Established performance goals for staff, providing ongoing feedback and coaching to drive success.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
Organizational Management Portal, Associate
Booz Allen Hamilton
01.2004 - 09.2006
- Developed training program and documentation for internal users
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Conducted User Group meetings
- Created new user accounts, projects, and Electronic Evidence boxes
- Perform routine system administration functions, such as database backup
Project Manager, Travel Manager Helpdesk (FDA)
Booz Allen Hamilton
01.2003 - 12.2004
- Launched Help Desk to support FDA travel management software through call volume doubling and increased customer satisfaction ratings
- Managed and motivated employees to be productive and engaged in work.
- Developed and implemented Customer Satisfaction Survey (CSAT) CSAT ratings improved to 4.75 out of 5
- Budget management and reporting
- Scope increased to include nationwide training
- Developed and implemented call tracking system, training registration database and evaluations database
- Training enhancements and response consistence managed through data analysis
- Proposed more cost-effective and efficient training methods
- Accomplished multiple tasks within established timeframes.
Customer Liaison, AHRQ
Booz Allen Hamilton
09.2002 - 01.2003
- Interface between AHRQ client and development team to ensure requirements were understood, approved, tracked and met
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Proposed alternatives and streamlined processes for the Publications Clearinghouse
- Ensured deliverables were met and budget maintained
- Requirements definition for on-line ordering process and procedure
- Worked with team to meet CMM Level 3 requirements
Project Manager, Automation and Data Integrity
Merant
10.2000 - 09.2002
- Data analysis of $40MM revenue stream to identify and close gaps in renewable revenue
- Process modification to resolve identified gaps and process errors
- Led definition and implementation of worldwide business process re-engineering, increasing efficiency and improving data integrity
- Worked with programmers to modify 3 separate databases to ensure accurate and complete data extraction
- Developed inactive serial number report detailing those with active maintenance, enabling the maintenance to be transferred, eliminating customer service problems on the AnswerLine
- Developed and implemented worldwide email capability for quotes
- Identified causes for lost data integrity and re-engineered process to resolve
- Defined and implemented SAP pricing characteristics enabling analysis of pricing deviations
- Developed and provided management reports for VP
- Managed team of 20 internal sales representatives/customer service representatives
Executive Assistant
Merant
09.1998 - 10.2000
- Interface with domestic and international vendors, customers and co-workers
- Led inter-departmental task group charged with re-engineering sales commissioning system, including system requirements gathering from sales managers and upper management
- Meeting planning for global attendees, including creation of travel database, logistics and attendance
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
Business Manager/Owner
Morning Star Enterprises
10.1994 - 07.1999
- Assist small to mid-size business with office automation, business plans and budgets
- Create and maintain web sites
- Hardware and software support and training
- Create, update and maintain web pages for the Communications Department, Society of the Plastics Industry
- Create brochures, mailers and other materials
- Provide staff software support and communications program support
Applications Specialist/Assistant to the Director of Technology
American Plastics Council
09.1990 - 09.1994
- Defined, created and maintained project management system, including timeline management, deliverables, milestones and expenditures for multiple concurrent projects
- Managed contractor team and interfaces with other departments for requirements
- Ensured project was on time and on budget
- Conducted in-house training
- Chaired task force to assess computing requirements and options
- Prior to automation, manually tracked project financials and milestones for multiple concurrent projects
- Coordinated national outreach programs
- Heavy contact with members, committees, vendors and staff
Education
BA - French (secondary education)
William Paterson University
01.1979
Skills
- Exceptional Customer Support
- Consistent Professionalism
- Empathetic Patience
- Clear Communication Abilities
- Professional Conduct
- Comprehensive Product Understanding
- Problem-Solving Expertise
- Strategic Issue Resolution
Additional Skills And Experience
- Inside sales representative for international and domestic steel sales, including management of shiploads of steel coils, accurate maintenance of sales by coil number, ship and weight.
- Real estate experience and licensed insurance agent.
- Strong sales support and administration, including commissions, territory assignment and business process re-engineering.
- Executive assistant for several C-level executives, including two CEOs and presidents. Supported up to 5 concurrently, providing all administrative support including extensive, complicated travel arrangements.
Languages
English
Native or Bilingual
Timeline
Cashier
The Home Depot
03.2023 - Current
Change and Deployment Manager
S3 Vision
02.2022 - 06.2022
Service Management Team Lead, Mount Sinai Health System
Dell Services/NTT Data
01.2014 - 03.2021
Change Management Lead, CoreLogic
Dell Services/NTT Data
01.2014 - 01.2019
SLA Metrics Manager
Dell Services Federal Government
07.2012 - 01.2014
Principal Consultant
Mackson Consulting, LLC
10.2011 - 04.2012
MC311 Supervisor/Data Analyst/Report Specialist
Montgomery County Government
07.2010 - 10.2011
Quality Assurance Manager
IT Solutions, LLC
04.2009 - 06.2010
Program Manager
IT Solutions, LLC
06.2008 - 04.2009
Service Center Manager
IT Solutions, LLC
09.2006 - 02.2008
Organizational Management Portal, Associate
Booz Allen Hamilton
01.2004 - 09.2006
Project Manager, Travel Manager Helpdesk (FDA)
Booz Allen Hamilton
01.2003 - 12.2004
Customer Liaison, AHRQ
Booz Allen Hamilton
09.2002 - 01.2003
Project Manager, Automation and Data Integrity
Merant
10.2000 - 09.2002
Executive Assistant
Merant
09.1998 - 10.2000
Business Manager/Owner
Morning Star Enterprises
10.1994 - 07.1999
Applications Specialist/Assistant to the Director of Technology
American Plastics Council
09.1990 - 09.1994
BA - French (secondary education)
William Paterson University
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