Richard Kelly
About Richard Kelly
Richard Kelly is a Sr. Customer Care Analytics Manager with extensive experience in workforce management and analytics across various industries. He has held positions at several organizations, including Universal Weather and Aviation, Beyond Finance, and Hilton Worldwide, and holds a Master's degree in Management and Leadership from Western Governors University.
Work at The Lifetime Value Co.
Richard Kelly currently serves as the Senior Customer Care Analytics Manager at The Lifetime Value Co., a position he has held since 2022. In this role, he manages contact center quality assurance processes and oversees business process outsourcing contract structures. He designs and implements strategies that align departmental goals with company objectives, while also monitoring success metrics to ensure effectiveness.
Previous Experience in Workforce Management
Before joining The Lifetime Value Co., Richard Kelly worked as a Workforce Management Analyst at Universal Weather and Aviation, Inc. from 2021 to 2022. Prior to that, he held the position of Workforce Management Analyst II at Beyond Finance, Inc. from 2019 to 2021. His experience in these roles contributed to his expertise in operational efficiencies and workforce management modeling.
Education and Expertise
Richard Kelly earned a Master of Science in Management and Leadership from Western Governors University, completing his studies from 2017 to 2019. He also holds a Bachelor of Arts in Economics from the University of North Texas, where he studied from 2002 to 2005. His educational background supports his specialization in KPI creation, workforce management modeling, and capacity planning.
Background in Data Analysis and Management
Richard Kelly has a diverse background in data analysis and management. He has worked in various analytical roles, including as a Marketing Data Analyst at Gaia Inc. from 2017 to 2019 and as an Analytics and Reporting Manager at One Technologies from 2014 to 2017. His experience also includes positions as a Senior Forecasting Analyst at Hilton Worldwide and a Business Analyst at Zale.
Leadership and Team Management
In his current and previous roles, Richard Kelly has demonstrated leadership skills by acting as a servant manager. He focuses on removing obstacles for team members to help them achieve their goals. His responsibilities include hiring, coaching, training, and managing administrative and reporting tasks, contributing to the overall performance and efficiency of his teams.