TIMOTHY P.

KELLEY
523 Argyle Road Mineola, New York 11501
tk4b35fe@westpost.net (c) 516-319-5934 (h) 516-414-2433
TELECOMMUNICATION OPERATIONS MANAGEMENT PROFILE
Ambitious, versatile and dedicated leader with a strong background in directing
and guiding cross-functional teams in supporting leading-edge residential / comm
ercial telecom solutions.
Proven ability to design and implement effective training programs, accurately e
valuate issues, develop appropriate solutions to ultimately satisfy customer nee
ds. Offer valuable experience with expertise in cross-functional collaboration,
customer satisfaction and process improvements.
Operations and Management Strengths:
Strategic Planning and Implementation
Life Cycle Project Management
Test Development and Execution
Troubleshooting and Problem Resolution Internal Systems and Controls
Operations Analysis / Process Redesign
Client Negotiations / Account Relations
Team Building and Leadership

PROFESSIONAL EXPERIENCE
Joe's Meat and Gourmet - New Hyde Park, New York (May 2008-Oct.2008//Jan. 2009 -
Present)
Progressed through Increasing awareness in Barbecue's and deliveries, incl
uding organizing, preparing and running all successful Barbecues. Also, in charg
e of Catering orders being delivered and served.

CABLEVISION - Woodbury / Melville, New York

Progressed through positions of increasing scope and responsibility to oversee s
trategic customer support operations as a supervisor in a leading telecommunicat
ions provider.
Customer Service Supervisor / Manager (2005 to 2007)
Responsibilities included managing daily support activities of 20 service repres
entatives in Call-Center environment. Proficiently trained personnel and team le
ads regarding new technology advancements. Served as liaison to management acros
s various company departments to identify and resolve issues regarding customer
service operations and procedures. Oversaw and evaluated teams' performance, est
ablished performance parameters, and assigned schedules to meet production needs
. Maintained communication with management recommending staff and procedure impr
ovements.
Selected Contributions:
* Implemented new call center hardware and software technologies to improve oper
ations to more adequately deal with issues that arise.
* Implemented effective strategies to resolve customer issues more effectively b
y restructuring and improving Call-Handling. Customer satisfaction increased as
a result of my efforts.
* Demonstrated a high level of understanding of advanced technology, including H
igh-Definition, Digital Video Recorder and advanced Future Video Technology. Con
ducted my own research of competitors and other available technology to have a b
etter understanding of available products and keep my team efficient in all are
as.
* Honored with 13 Pride-In-Performance Awards, including Numerous Customer Comme
ndations, and multiple Bronze and Silver Awards for outstanding client service.
Senior Team Lead (1992 to 2005)
Advanced to directing customer service support activities across all Service Are
as, including research, ARU, ANI, IVR Cable Centers, Collections, and Telephone
Operations. Oversaw operations to resolve both Residential and Commercial/Busin
ess Accounts and personally addressed and resolved escalation calls. Responsible
for enhancing firm's Website, including adding three Pay-Per-View Channels and
compiling daily sports updates and bulletin boards.
Selected Contributions:
* Improved efficiency by instituting training programs and creating new curricul
um regarding Commercial Applications and Advanced Product Training.
* Initiated communication across many departments in order to focus efforts and
complete tasks in a timely manner.
* Consistently exceeded expectations to contribute to strong department reputati
on within the company.
* Brought on board as Customer Service Representative (1989 to 1992)
EDUCATIONAL BACKGROUND
ST. JOHN'S UNIVERSITY - 1983-1987-Queens, NY
Chaminade High School 1979-1983-Mineola, NY

Technical Skills:
Windows ME / 2000 / XP / Vista, Microsoft Office (Word, Excel, Outlook, Power Po
int)