Management Professional
Resume:
KATHLEEN GRDINICH
**** ******** *****, *******, ********** 94531
*********@*******.***
Focus of Interest: Management Call Center Operations Quality Assurance and Process Improvement Customer Service
- Accomplished, top-performing professional, offering comprehensive experience and hands-on skills in business development, operational management, training and development, continuous process improvements, and client relations. Recipient of the Bayer Quality Excellence Award for outstanding dedication to work.
- Concept-to-execution driver and results-oriented manager with proven capability to achieve remarkable growth, drive strategic vision, create long-term value, and establish greater recognition for organizations.
- Versatile, hands-on leader and team player with well-defined business management skills and powerful communication, organizational, problem-solving, and analytical aptitude.
- Negotiator and consultant; expert at establishing strong, professional relationships with partners, vendors, and executives within multiple industries encompassing call center, insurance, medical, and manufacturing.
CORE COMPETENCIES
General and Executive Management
Multi-Site Call Center Administration
Quality Assurance and Improvement
Performance Management
Strategic Planning and Analysis
Service and Product Expertise Customer Service and Relations
Growth and Development Impacts
Training and Development
Facilities Management
Rapid Conflict Resolution
Cross-Functional Leadership and Team Building
PROFESSIONAL EXPERIENCE
GeoVera Holdings, Inc. (leading provider of residential insurance products) Fairfield, CA 2010–2012
OPERATIONS MANAGER 2010–2012
Presided over the policy processing, inventory control, underwriting, mailroom, and facilities staff in all related management initiatives. Solely maintained multi-site facilities mailroom equipment and rendered effective negotiation of leasing options.
NOTABLE ACHIEVEMENTS:
- Positioned the company toward growth as reflected in boosting accuracy, optimizing productivity, and improving employee morale through the development and implementation of process improvement strategies.
- Rapidly delivered increase in agency usage and reduction in internal costs after successfully implementing a web-based insurance policy imaging and storage system companywide.
- Pioneered and executed the “Just in Time” inventory replenishment system, which generated $375K in annual savings and minimized waste product by 75%.
- Ascertained a more efficient customer service experience by restructuring and improving servicing strategies.
- Authored a policy and procedural manual, as well as a “call model” for staff that resulted to a more uniformed business approach.
- Established and facilitated multiple vendor relationships by creating accountability metrics and proficiently awarding contracts to the overall best performer.
AAA Livermore, CA 1998–2009
CALL CENTER SUPPORT MANAGER 2008–2009
Efficiently centralized call center operations and administrative functions within contact centers to maximize productivity and support a “once and done correctly” culture.
NOTABLE ACHIEVEMENTS:
- Progressively led the design and deployment of a global quality assurance program, which generated 98% insurance premium accuracy rating and exceeded key industry standards.
- Significantly cut average phone handling time by two minutes through reduction in non-value related talk time; established performance standards to achieve and surpass corporate goals and objectives.
- Played a vital role in generating $4.8M savings by initiating root cause analysis of key processes; thus allowing reduction in workforce of 57 full-time equivalents within a 10-month period.
QUALITY OPERATIONS MANAGER 2002–2008
Initiated the creation, deployment, and supervision of a consistent quality assurance program and measurement methodology for 1500 contact center employees across three states within 10 lines of business.
NOTABLE ACHIEVEMENTS:
- Drove year-over-year results as reflected in the following key initiatives and accomplishments companywide:
- Consistent and outstanding customer/member experience
- Improvement in insurance premium accuracy by 38%
- Significant regulatory compliance risk reduction
- Overall quality trending improvement by 15% across 10 lines of business
- Decrease in internal quality assurance audit costs by 75%
- Rendered support to promoting a “once and done” culture by reducing key rework to streamline processes.
- Drove maximum level of efficiency as reflected in attaining increase in department performance levels by 35% that resulted in a harmonious working environment that encouraged collaboration and optimized team performance.
- Enhanced employee morale by 30% through reward and recognition programs, a new training curriculum, and a bonus pay/compensation plan.
CALL CENTER MANAGER 1998–2002
Rendered direct oversight to a staff of 450 results-driven employees supporting 24-hour daily operations of the Livermore California AAA Emergency Road Service Department.
NOTABLE ACHIEVEMENTS:
- Provided strategic leadership to contract station relationships; consequently achieving loss prevention and cost reductions to the company.
- Increased member satisfaction scores by 15% after proficiently creating and establishing the first policy and procedural manual for the Emergency Road Service.
- Substantially slashed workman’s compensation claims by 17% after launching and implementing a new evaluation process to the Risk Management Department.
- Eliminated ill time usage by 25% and grew morale through consistent application of policy and increased supervisor accountability.
Agfa-Bayer Corporation
NATIONAL CUSTOMER RELATIONS MANAGER
Contributed insights as ISO 9001 Internal Auditor for the Technical Imaging Division and field and contact centers. Initiated the documentation and management of key processes and procedures for the division. Accomplished and sustained certification through Price-Waterhouse with zero quality defects.
PROFESSIONAL DEVELOPMENT
Real Estate License Preparation Course Call Center Metrics
Quality Assurance Methodologies (Baldrige, Six Sigma, and ISO 9001) Akron Barber College
AFFILIATIONS & ACTIVITIES
Member, American Society for Quality (Currently ASQ)
Volunteer, St. Jude’s Partner in Hope
Sponsor, Christian Children's Fund (Currently ChildFund)
TECHNICAL ACUMEN
Interactive Voice Response (IVR) Automatic Call Distribution (ACD)
Customer Relationship Management (CRM) Software Microsoft Office Suite (Word and PowerPoint)
Windows Operating System Internet Applications
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