Kelsey Olvera serves as the Operations Manager at Portland General Electric, where she leverages her extensive expertise in workforce management and operational excellence to drive significant improvements in customer service delivery. With a solid foundation in the financial and utility sectors, bolstered by a bachelor's...
Kelsey Olvera serves as the Operations Manager at Portland General Electric, where she leverages her extensive expertise in workforce management and operational excellence to drive significant improvements in customer service delivery. With a solid foundation in the financial and utility sectors, bolstered by a bachelor's degree in business and a certificate in HR, Kelsey is adept at navigating the complexities of the industry while fostering a culture of diversity and inclusion. Her role involves managing a team of high-level specialists, including Workforce Management professionals, Quality Assurance Analysts, and experts in Employee Learning and Knowledge Management.
Kelsey is currently spearheading key projects that focus on enhancing scheduling and forecasting capabilities to optimize day-to-day operations. By implementing robust quality analytics for both the contact center and back-office functions, she ensures that the organization meets and exceeds service level expectations, ultimately contributing to an exceptional customer experience. Her commitment to developing her team's skills in customer service training and quality systems is evident in the way she prioritizes employee engagement and professional growth.
In her pursuit of operational excellence, Kelsey employs strong time management and reporting skills to drive output deliverables that align with organizational goals. Her strategic approach to hiring practices and customer service operations not only enhances team performance but also strengthens relationships with stakeholders across the board. Kelsey Olvera is a dynamic leader whose passion for people development and commitment to quality makes her an invaluable asset to Portland General Electric.
