Customer Service Manager
Resume:
Kathryn L. McClure
Lilburn, GA 30047
***********@***.***
PROFESSIONAL ACCOMPLISHMENTS
ACCENT Marketing Services LLC
Jeffersonville, IN 47130
Quality Assurance Manager March 2012 to present
Provided CSAT process guidance and result analysis.
Partnered with client and operations to change processes/expectations resulting in 9% increase to CSAT Net Promoter score over a 4 month period.
Partnered with client and operations to change processes/expectations resulting in 21% increase to CSAT Rep Satisfaction score over a 6 month period.
Co-Coordination of committee to define and implement expectations for the customer experience “WOW!” initiative resulting in increases ranging from 5-25% to overall CSAT scores across all clients.
Partnered with client and operations to change processes/expectations surrounding sales offers and increasing Revenue 10% over a 3 month period.
Audited all sites within organization for adherence to all policies, coaching/development processes, and PCI compliance.
Facilitated and lead action planning to eliminate violations observed in site audits resulting in an increase of 32% companywide to audit result scores.
Developed and implemented process improvement initiatives for Quality Assurance Insight Process
Partnership to obtain and successfully launch phone, chat, email, and social media campaigns/programs.
Partnered with clients to create/maintain Quality evaluation expectations and all process documents
Performance managed Quality Assurance Teams at multiple sites to ensure goals were consistently met.
Developed Quality Analyst Performance Evaluations, Scorecards, and Bonus Structures.
Acted as single point of contact for QA disputes, escalations, and zero tolerance issues for enterprise
Provided analysis of Quality Assurance performance trends to Operations and Training teams and facilitated Performance Management process changes and discussions.
Initiated review of training materials as appropriate to close gaps observed during monitoring.
Partnered with Engagement Center Directors, Client Services, Training, and Operations Leadership to provide support for training processes
Developed process and facilitated Client and Internal Calibration and discovery sessions for existing and new lines of business.
Assistant Program Manager 2006 to 2012
Responsible for the creation and development of Quality Ticket Auditing Process and delivering reports to the client via weekly operational reviews, decreasing errors 27% over a 3 month period.
Developed and implemented process improvement initiatives to improve overall program operations and increasing Revenue Per Hour 19% over 4 month period.
Oversaw day-to-day operations of a team of up to 65 individuals and maintained Key Performance Indicators for team above goal consistently.
Acted as Contact Center operations single point-of-contact for the launch of the Social Media and Road Hazard Warranty projects
Ensured compliance with client and ACCENT guidelines.
Led Committee in creation and implementation of center wide processes for increased employee retention and job satisfaction including career pathing, partner discounts, and operation processes for over time and voluntary time off. Result of 11% decrease in attrition.
Backup to Program Manager(s), as appropriate.
Handling high priority escalated customer issues from both the customer service team and corporate offices and following up with all parties to ensure full resolution of issues. Team Lead 2005 to 2006
Responsible for assisting the Assistant Program Manager in overseeing the day- to- day operations of customer service team.
Monitoring daily processes and agent activity.
Handling escalated customer issues from both the customer service team and corporate offices and following up with all parties to ensure full resolution of issues.
Providing quality assurance assistance.
Directing the training for new CSR’s.
Back up to Assistant Program Manager as appropriate.
Simply the Best Award 2006
Quality Development Specialist 2003 to 2005
Responsible for monitoring calls and emails for customer service team and reporting findings to Assistant Program Manager and Program Manager.
Coaching agent performance opportunities to ensure compliance with client and ACCENT guidelines.
Assisting in the creation of Quality expectations, processes, and forms.
Leading calibration with client corporate offices.
Traveled to Kansas City, Missouri to train customer service team for program launch of 40 representatives. Customer Service Representative 2002 to 2003
Interfaced with customers via inbound and outbound calls, comment cards, and the Internet resolving customer issues with products or services while practicing superior customer service.
Focused on first call resolution for all customers, ensuring all avenues for solving the customer issues were used.
Educating customers on products and services that would be beneficial to them.
Achieved excellent Quality scores.
Exceeded revenue goals.
RECOGNITION
Achieving Excellence In Quality Award 2003
Employee of the month December 2008
Employee of the month May 2010
ACCENT Leadership Award 2010
ACCENT Leadership Award 2012
Genuine Leadership Award 2014
EDUCATION
Valley Traditional High School - Louisville, KY
ACCENT - Genuine Leadership Training 2005, 2007, 2008 – Jeffersonville, IN
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