Erica Kelly, Verizon

Global Strategy and Field Operations Director

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Speaking Session: How to Blend AI With Human Intelligence to Improve Customer and Agent Experience´╗┐

Erica Kelly is an accomplished professional with over 20 years experience and known for delivering new high water mark performance by leveraging team strengths, executing on strategic key performance metrics, empowering employees to feel a part of overall business strategies, and reimagining how work is done. Her experience ranges from managing employees both domestically and abroad, as well as internal and external partners. Erica is currently the Global Strategy and Field Operations Director for the Verizon Consumer Home Call Center organization supporting over 7K employees across the Sales and Service as well as the Technical Support teams.