1. Timothy Kelley

27 Page St, Avon Ma, 02322
Contact # 617-901-1362
Email: TPK877@gmail.com
 PROFESSIONAL HISTORY
Comcast North Reading, MA
Telesales Manager December 2009 – June 2010
• Develop and execute product sales strategies designed to retain subscribers and generate and increase
revenue to ensure that subscriber, financial and operational objectives are achieved.
• Provide leadership to enable Inside Sales (Telesales) Professionals to promote, present and
educate consumers on products and services to position the organization as the provider of
choice.
• Develop and manage a team of 16+ Inside Sales (Telesales) Professionals, ensuring delivery of
outstanding customer service and achievement of aggressive performance and sales goals.
• Ensure compliance with Federal and State Telemarketing rules and regulations for sales and dialing
practices by active trade and industry association memberships, corporate and department training.
• Partner with Human Resources for the recruiting, interviewing and hiring of Inside Sales
(Telesales) Professionals.
• Train and coach entry and associate level sales reps to follow the sales process and maximize sales.
Manage the business “pipeline” by focusing on the sales process to ensure maximum lead generation
and high closure rates for new business.
• Ensure staff is properly trained on products and services through formal training and one-on-one
coaching and mentoring.
• Identify, mentor and professionally develop top performers for growth opportunities within
department and company.
• Work with Call Center management to provide tools, resources and information to ensure
subscriber, financial and operational objectives are achieved.
• Analyze and proactively respond to quantitative and qualitative sales and performance results. Provide
feedback and coaching to staff and create and maintain performance review documentation.
• Track and report operational metrics to management and other interested parties. Ensure timely and
accurate sales reporting for commission administration and processing.
• Track and report attendance and operational hours for payroll and benefit processing.
• Partner with Telesales director, peers, and lead ISP’s to develop, manage, and communicate
monthly sales incentives to continue to support and exceed team and department sales goals.
Comcast Malden, MA
Customer Care Supervisor November 2003 – December
2009
• Supervise, develop, and lead a team of approximately 17-23 Customer Account Executives in
Commercial, Technical and Billing queues to ensure outstanding customer care.
• Utilize performance management process to establish performance goals and manage expectations for
work adherence and compliance utilizing RTA, Avaya, eQuality reporting, and other call center
technologies.
• Responsible for quarterly Connection meetings and annual performance evaluations for all assigned
personnel to review and assess performance.
• Responsible for monthly coaching and performance sessions with all assigned personnel to ensure
that call handling guidelines and protocols are followed.
• Through continued coaching and feedback sessions I have developed a highly successful team in all
performance areas including leadership skills, sales expertise, quality metrics, behaviors, and attendance.
• Partnered with CAE’s individually to develop career path and leadership to heighten focus on job
performance and better prepare team members for the next career step.
• Facilitate positive employee relations by fostering an environment of open communication,
approachability, with fair and consistent treatment.
• Handle and resolve customer escalations for issues requiring a higher level of technical expertise or
greater customer care.
• Motivate individuals and the team toward achievement of monthly sales goals.
• Assist in the transition of new hires onto the floor as Broadband Prep Supervisor.
• Facilitate weekly staff meetings to disseminate pertinent information to Customer Account Executives.
• Partner with Customer Care Manager and human resources to facilitate the hiring and termination
process of assigned personal.
AT&T Malden, MA
Digital Telephone Services Supervisor November 2001 –October 2003
Cablevision of Boston Allston, Ma
Inbound and Outbound Telesales Supervisor July 1998 – November 2001

2. Cablevision of Boston Allston, Ma
Customer Care Supervisor July 1996 – July 1998
Cablevision of Boston Allston, Ma
Telesales and customer development agent September 1987 – July 1996
 PROFESSIONAL SKILLS AND EDUCATION
• Excellent interpersonal and communication skills
• Ability to manage diverse projects/tasks
• Personal integrity and discretion when dealing with highly confidential matters
• 116 of 120 credits for my Bachelors Degree in Social Psychology UMASS Boston
• PC skills: Microsoft Office Word, Excel, Outlook, Powerpoint, ACSR, Grandslam, Avaya phone systems,
and Equality.