Kelley Kurtzman

VP Global Consumer Sales & Services Verizon

Kelley Kurtzman is vice president Global Consumer Sales and Service Centers for Verizon's Consumer Markets.  She is a high energy, authentic leader delivering best in class revenue, quality, customer satisfaction and financial results through innovation and engagement.  Kelley's claim to fame is her focus on cultural and operational transformation inspiring extraordinary employee and customer experience. 

She was previously vice president Global Technical Support and Service Fulfillment Centers in Verizon’s Consumer and Mass Business Markets.  Kelley was responsible for troubleshooting and resolving issues with our voice, TV and internet products ensuring customer satisfaction.  Passionate about simplifying the customer and employee experience, she launched our first ever predictive, proactive self-help tools and step by step troubleshooting flow improving quality and efficiency. 

Kelley’s first order of business after joining the wireline team was creating Service Elite which connected cross functional employees to the business, to each other, to the mission, and most importantly to our customers.  She received the coveted Credo Award for her efforts.

Kelley was president Pacific Northwest Region for Verizon Wireless, responsible for the sales, distribution, marketing, and financial performance for the company’s $2.5B revenue generating operations in Washington, Oregon, Utah, Idaho, Montana and Hawaii.  She led the country in retail store and kiosk performance building out more than 100 locations across the footprint.  She managed 250+ national retail and 250+ local agent locations as well as signing on major business to business agreements with Boeing, Microsoft, Starbucks and Weyerhaeuser.  The team achieved the #1 market share position in Salt Lake City and Portland and moved into the #2 spot in Hawaii under her leadership.

Kelley joined the wireless business as a retail sales representative and held positions with increasing responsibility in sales and marketing. She received the Portland Business Journals Forty under 40 Award and Woman Executive of the Year.  In addition, Kelley is a three-time winner of Verizon President’s Cabinet Award for sales achievement.

Kelley earned her Bachelor of Science degree in business management from University of Northern Colorado with a French minor and began her graduate studies at the University of Denver.

Kelley represents Verizon on the executive committee of the board of JBWS, a nonprofit organization providing safety, support and solutions for abuse. She chairs their major annual fundraising event, Grand Tastings, and is on the Verizon Hope Classic Golf Tournament committee.  She is a board member emeritus of the Seattle Public Library Foundation.

Kelley resides in New Jersey with her husband and three sons.

Tuesday, August 25, 2020

Tuesday, August 25th, 2020

8:15 AM CX Architecture: Using Agent Insights to Design a Remarkable Experience

  • Why organizations should focus on agent performance for a better CX
  • How agent performance impacts overall contact center performance and CX
  • The significance of agent training and development to increase CX
  • Leverage agent performance data to enhance personalized customer interactions 
  • Using agent insights to build out chatbots to be more effective

Check out the incredible speaker line-up to see who will be joining Kelley.

Download The Latest Agenda