Kelly Shea

• Managed high volume and high-velocity inbound calls, chats, and emails, to customers at different points in the customer journey.
• Gained customers' trust to help match and onboard them with a payroll software plan for their small business.

Achievements:

• Landed #2 rep for all of inbound sales in Blended Quality Conversion rate for 6 months consistently.
• Granted exemplar performance on my bi-annual performance review.
• Won 7 out of the 8 performance SPIFFS in the last 6 months.
• Personally selected to participate in shadows/reverse shadows to be an example for new hires.

• Developed a thorough understanding of urban development, zoning, and land use plans.
• Demonstrated keen attention to detail and the ability to interpret and apply state/federal regulations.
• Applied project management skills to coordinate and execute land use projects.

• Leveraged strong interpersonal skills to build and maintain client relationships.
• Trained and mentored new hires, enhancing team performance through effective coaching and development programs.
• Successfully staffed and recruited employees during my transition to the top store in the nation.
• Responsible for the last half of hiring process for new hires to deem them as a fit.
• Demonstrated strong problem-solving skills by effectively handling customer inquiries and resolving issues.

Achievements:

• Placed top 25 in sales out of 450 employees annually.
• 80% of who I coached placed in the top 25 with me.
• Earned a spot in the top store in the nation.

• Maintained customer satisfaction while continuously getting positive reviews.
• Promoted from hostess to server due to strong performance and dedication.
• Developed time management and multitasking skills in a fast-paced environment.