Patrick Kelly

Manager Customer Insights and Speech Analytics

Atlanta, US.

About

Accomplished leader with over 20 years of experience in global business and IT operations, specializing in AI, speech analytics, and customer engagement solutions. Proven track record of driving transformation through transparent leadership, cross-functional collaboration, and infrastructure modernization. Successfully implemented and optimized speech analytics ecosystems, aligning insights with enterprise goals to improve customer experience, compliance, and performance. Acted as a strategic partner to executive leadership, overseeing data analysis, vendor relationships, and team development while fostering a culture of innovation and continuous improvement.

Work

Cox Communications

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Manager - Speech Analytics & Process Improvement

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Summary

Recruited to design and implement Cox's enterprise speech analytics program, leading cross-functional collaboration with technology and data teams to ensure scalable platform adoption and long-term value.

Highlights

Orchestrated the implementation of AI/ML-driven conversation analysis using LLama, Gemma, Copilot, and Claude, significantly enhancing self-service capabilities and reducing customer contact rates.

Led the strategic transition from traditional Net Promoter Score (NPS) to a sentiment-based customer experience framework, capturing feedback from every interaction to proactively identify and resolve dissatisfaction sources, significantly improving overall customer experience.

Directed the integration of critical data elements from enterprise data lakes (AWS, Snowflake) into the speech analytics platform, providing users with precise, insight-driven decision-making and enabling faster identification of customer segments.

Modernized quality assurance programs by integrating speech analytics, reducing manual review time, and decreasing operational costs through optimized Average Handle Time (AHT) and fewer repeat calls.

Developed comprehensive customer contact intent mapping for residential and business segments, shifting to a customer-centric perspective that enabled accurate understanding of needs and targeted improvements.

Earthlink, Inc.

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Senior Manager - Contact Center Analytics

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Summary

Managed enterprise platforms including ICM, IVR, CMS, and chat systems to ensure seamless customer engagement and operational efficiency, while deploying a speech analytics platform to drive continuous improvement.

Highlights

Pioneered the deployment of Nexidia Speech Analytics at EarthLink's Pasadena Data Center, establishing a comprehensive platform strategy for data governance, training, and usage adoption to gain deep insights into customer interactions.

Optimized customer experience and operational efficiency by developing and maintaining call routing scripts, including contingency plans for critical system failures, ensuring business continuity and minimal customer impact.

Implemented advanced routing procedures and created deflection tools within the chat platform and IVR, significantly reducing live agent demand and improving self-service rates and digital engagement.

Deployed fraud detection initiatives, strengthening security measures across customer interactions, effectively reducing risk and enhancing data integrity.

Managed key vendor relationships and contracts with partners including Vail Systems, West Interactive, and NICE/Nexidia, ensuring seamless integration and operational efficiency for enterprise platforms.

Education

Gwinnett College

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AS Computer Information Systems

Certificates

Green Belt Certified

Not specified

Skills

Business & Leadership

Business Relationship Management, Organizational Development, Contract Management and Compliance, Project Management, Operational Governance, Strategic Planning, Cross-functional Collaboration, Process Improvement, Vendor Management.

Data & Analytics

Data Analysis, Data Visualization, Data Mining, Speech Analytics, Sentiment Analysis, Top-down and Bottom-up Analysis, Customer Insights, Business Intelligence, Data Modeling, Enterprise Reporting, KPI Management.

Artificial Intelligence & Machine Learning

AI Usage, AI Ethics and Bias Awareness, Prompt Engineering, LLama, Gemma, Copilot, Claude, AI Agents.

Technical Platforms & Tools

SQL, AWS Athena, Snowflake, Informatica, PowerBI, Tableau, N8N, Nexidia Speech Analytics, CrownPeak CMS, ICM (telephony/call routing), IVR, CMS, Chat Systems, Telephony Platforms, Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Access, Sharepoint, .Net, Vail Systems, RACC, MS SQL, Oracle SQL, LivePerson Chat Platform, Telecom Infrastructure Design.