Kelsey W.

Kelsey W. is a seasoned professional in customer service and contact center operations with extensive experience at Pavilion Payments and Zappos Family of Companies. Currently serving as Director of Customer Service at Pavilion Payments since August 2025, Kelsey previously held the position of Senior Manager of Contact Center Operations at Zappos from May 2010 to August 2025, where Kelsey implemented transformative AI-powered automation strategies to enhance customer engagement and operational efficiency. Kelsey's earlier roles at Zappos included Manager of Contact Center Operations, focusing on optimizing processes and improving customer satisfaction metrics, and Team Supervisor, where Kelsey fostered team development and internal growth. Kelsey holds an Associate's degree in Business Administration and Management from the College of Southern Nevada and a Bachelor of Science in Business Administration and Management from Western Governors University.