Sr. Director

Kandi Hoover

**** ******* *****, ********, ** ***09

Phone: 806-***-****

E-mail: ad2wye@r.postjobfree.com

Summary

Management professional experienced in administration, planning, associate development and workflow process improvement. I have advanced leadership and project coordination skills as well as extensive experience in people management, customer service and call center management. I am excellent at written communication, creating training documentation, presentations and editing. I am committed to delivering success through effective personnel and workflow management.

Skills

Project management

People management

Associate development/training

Policy/program development

Cross-functional team management

Process improvement

Quality assurance and control

Results oriented

Asset management

Experience

Senior Director Call Center / Help Desk, Technical Support, QA / Amarillo Office Manager (October, 2018 – April, 2023)

Anderson Merchandisers (2721 Virginia Circle, Amarillo, TX 79109)

Anderson Merchandisers’ Corporate Office relocated to Plano, TX in 2018. The Call Center became a remote team continuing to work from Amarillo. As the Sr. Director of the Call Center, I was also responsible for the management of the remote office and team members who worked from their homes.

During this time, the Call Center was merged with a new department, Organizational Effectiveness, designed to support all other departments of the company in a neutral manner, providing analytics, event reporting and communication to solidify departmental partnerships. I was responsible for the successful implementation of Sales Force/Service Cloud as the new case reporting tool for the Call Center in conjunction with Live Chat capabilities.

In 2020 an additional team of associates was placed under my management. This team was responsible for reviewing photos submitted by the company field associates of completed projects. Photos were reviewed for quality purposes as well as data capture and analysis.

I worked with our Information Systems department to refine this process, from photo capture to review to data analysis.

Senior Director Call Center and Asset Management (October, 2014 - 2018)

Anderson Merchandisers (421 SE 34th Avenue, Amarillo, TX 79103)

Responsible for daily operations of Call Center to include staffing, training, productivity and customer service standards. Call Center is multi-faceted and includes direct from consumer, technical support for company assets and employee assistance.

Also responsible for rollout of company computer assets (iPhone, scanner, laptop, etc.) to 3500+ associates and inventory maintenance of same.

Divisional Manager (April, 2011 – October, 2014)

Anderson Merchandisers (421 SE 34th Avenue, Amarillo, TX 79103)

Responsible for over 1500 associates with 5 direct reports; ensuring sales, financial and productivity goals were met or exceeded in the accounts serviced (Walmart, Best Buy, Sam’s Clubs).

Director Call Center (2004 - 2011)

Anderson Merchandisers (421 SE 34th Avenue, Amarillo, TX 79103)

Responsible for daily operations of Call Center to include staffing, training, productivity and customer service standards. Included four entities (100 employees): direct from consumer (Walmart.com), direct to consumer (digital services sales), technical support, employee assistance.

Anderson Merchandisers (1992 - 2004)

Director of Store Planning

Book Liaison to Walmart Stores, Inc.

Children’s Book Liaison to Walmart Stores, Inc.

Training Development

Western Merchandisers / Hastings Entertainment (1981 - 1989)

Executive Assistant

Receptionist

Education

Amarillo College (1981 - 1984)

Early Childhood Development

Business Management

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