Kelly Pfenninger

I’m a performance-driven contact center operations leader with nearly 9 years of experience building high-performing teams, owning enterprise KPI strategy, and designing the systems and processes that help support organizations run at their best. I lead through Team Leads and Supervisors, and I’m known for building QA and coaching infrastructure from scratch—not just maintaining it.

I’ve owned end-to-end contact center operations across distributed teams up to 52 Customer Service Associates, taking responsibility for quality programs, process development, compliance, and people operations in a fully remote environment. I use data—including AI-powered sentiment analysis—to stay ahead of performance issues, drive corrective action strategies, and ensure leaders understand how daily work connects to broader team and company priorities.

I also build the operational “infrastructure” teams depend on: SOPs, knowledge bases, dashboards, training programs, and operational playbooks that I’ve consistently authored. Recently, I designed and launched a net-new inbound Termite Support program from scratch—selecting workflows, authoring SOPs, standing up training, and building a centralized enablement site—while achieving and sustaining 90% customer retention through relentless coaching and KPI oversight using Cresta AI sentiment analysis and real-time monitoring.