Katrina L. Rambadt

***** *** ** **( Chelsea, Michigan 48118 ( 734-***-**** (

abif0p@r.postjobfree.com

Summary: Dynamic and motivated executive with over 20 years experience in

client services, talent development and operational efficiency

improvements. Creative and strategic thinker with a proven track

record of meeting and exceeding business objectives contributing to

bottom line profitability.

Employment History

Self-employed Hair Stylist ( December 2009 - Present

Audatex (formerly ADP Claims Solutions Group) ( Ann Arbor, MI

Vice President Client Service Operations (May 2007 - March 2008

o Direct the North American Client Service organization comprised

of 250 associates in 5 functional and 3 geographical areas.

o Meet and exceed Service Level Agreement, to client base,

associates and shareholders.

o Plan and administer multiple departmental budgets totaling over

$18M.

( Drive acceptance and implementation of accreditation project to

offer International Association of Continuing Education and

Training (IACET) CEU's, ICAR points, and Automotive Management

Institute (AMI) credits to our clients on the company's

estimating platform, making us first to market in the industry.

o Prepare and deliver corporate strategy, planning and service

review presentations to clients, vendors and corporate

management on performance results.

o Consolidate California and Michigan Technical Support call

centers resulting in $250K in annual operational savings.

o Relocate the Business Operations group from California to

Michigan resulting in $600K in annual operational cost savings.

Vice President Field and Implementation Services ( July 2006 - May

2007

o Directed 70 remote Field associates within 3 functional areas.

Functional areas include training of proprietary software and

ongoing support, provisioning of client id structures,

development of product training material including specific

client customization and hardware installations.

o Successful completion of largest client training and

implementation in company history.

o Worked directly with top 10 clients to identify specific and

measurable service plans to help drive top 3 fiscal year

business objectives.

o Conducted quarterly client meetings to present training results

and show client value through decreased error rates.

o Worked directly with Sales team to demonstrate products and

services to potential new clients.

Director Client Service Operations (Call Center( July2001-June 2006

o Directed 250 associates in multiple functional areas and

geographic locations. Functional areas include technical support

of proprietary software for insurance, collision and recycling

industries, inbound and outbound Call Centers, valuation, client

service and database production groups.

o Implemented Phone ACDE and call tracking technology solutions

for increased efficiency gains resulting in $500K in annual

operational cost savings.

o Increased service capabilities and client retention while

reducing operational expenses by $300K through consolidation of

Minnesota and Michigan technical support call centers.

o Participated in Client RFP's

o Cross trained multi-site technical support call centers

resulting in a 30% decrease in staff and $1.2M savings in annual

operational costs.

o Implemented Predictive Dialer technology resulting in a 40%

efficiency improvement and $250K savings in annual operational

costs.

o Maintained production quality and turnaround goals for total

loss product while decreasing various data program costs by

$450K annually.

o Eliminated outsourced data vendor offshore program resulting in

a $250K annual savings.

o Exceeded both industry and company employee satisfaction scores

in the Gallup Q12 survey year over year.

o Moved location of the call center to a new building site with no

disruption to business.

Manager (Call Center/Operations (July 1996 - June 2001

o Managed 90 associates in 4 functional areas

o Planned and administer multiple, department budgets

o Managed purchasing process for multiple functional areas.

o Recruited, hired, trained, mentored and developed supervisory

and management staff.

o Established vision and direction for department

o Implemented cross functional and geographical production teams

resulting in decreased production turnaround time.

Supervisor (Call Center/Operations (April 1988 - July 1996

( Supervised 15-20 associates, composed and delivered performance

appraisals, conducted feedback evaluations, provided coaching

and mentoring.

o Provided direction to associates according to established

policies.

o Delegated work assignments along with established guidelines and

procedures necessary to meet objectives.

o Monitored and scheduled staffing levels to coincide with client,

production and associate needs.

o Administered ACD system.

o Generated departmental performance statistics.

Market Research Operator ( Call Center (1987 - 1988

( Completed market surveys via the telephone.

o Compiled and enter obtained information into vehicle database.

o Assisted with training of new Tele-marketers.

Telephone Service Rep ( Call Center ( 1986 - 1987

o Answered incoming calls from insurance adjusters regarding

vehicle damage appraisals.

o Entered vehicle information into database to generate repair

costs.

o Maintained call logs.

Education

CLEARY UNIVERSITY, Ann Arbor, MI

Associates Business Administration 2003

WASHTENAW COMMUNITY COLLEGE, Ann Arbor, MI

Curriculum: General Studies, 1986-1998

Additional Training: First Line Management, Middle Management,

Behavioral Interviewing, Aspect and Teloquent (ACD's), Dale Carnegie,

Skilled Leadership, Sexual Harassment, Diversity Training,

Telecommunication Fundamentals, Gallup Q12. Six Sigma Lean Champion.

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