Management Customer Care
Resume:
Denine Michelle Kennedy
Round Rock, TX 78664
*************@*****.***
Professional Summary
Results-oriented professional offering a high degree of measurable success in customer relations, developing and implementing training curriculum, management evaluations, responsibilities, goals and objectives in a diverse business environment. Proactive in early problem identification and development of people-oriented solutions to business problems. Able to manage complex projects and responsibilities simultaneously and effectively in a changing environment. Proactive in individual and team accountability.
Languages: German and English
EDUCATION
Bachelor’s Degree in Business Management
University of Kaiserslautern
Kaiserslautern, West Germany, 1987
RELATED COURSE WORK
Adult Learning, Train the Trainer course, Quality Customer Relations (instructor), First USA Advisor training course (instructor), First USA Coaching for Excellence, Professional Business Management, Bankruptcy/Collections, Leadership, Discipline and Termination, Human Resource Training, Optimizing Personal Performance, Delighting Customers for Managers, Positive Employee Relations
EXPERIENCE
Air Force Angels, Round Rock, Texas
Feb 2009 to Present, Vice President
Non-Profit 501 (3) c. Offering support and education for Air Force Families and Airman. Cross-functional skills including board management and development, fundraising, program management, development and expansion, staff management, and operations management. Our mission is to help support airman and their families throughout their career.
Providian Financial, Austin, Texas
Feb 2006-Feb 2008, Call Center Collection Team Manager
Responsible for the day-to-day activities up to 40 team members in an outbound collection call center. Ensured proper staffing levels available to respond to daily call volume. Coaching, monitoring, training, developing all collection representatives. Insuring the all representatives adhering to the Fair Debt Collection Act. Responding to customer complaints. Hiring and termination of collection representatives. Supervised 20 representatives responsible for testing all new procedures and projects before rolling out to call center floor.
Premium Recoveries, Austin, Texas
May 2002-Feb 2006, Collections Manager/Client Representative
Responsible for all aspects of commercial accounts to include Workman’s Compensation Insurance, monthly collection average $225,000.00. Authored company collections manual. Management/evaluation of collection staff. Close contact with all clients through monthly reporting, procedures and marketing.
Netpliance Inc, Austin, Texas
Sept 1999 - Mar 2002, Call Center/Training Director
Established the Customer Care and Sales department from the start of the company. Developed and coordinated all operational activities within a 125 seat facility. Authored the Customer Care training manual, worked with an outsourcing team to assemble company policy manual. Responsible for hiring, training, monitoring, and evaluating all Customer Care Representatives. Responsible for the development, strategy and implementation of the divisional Customer Care department goals and objectives. Developed metrics to track individual and team progress. Assisted supervisors on the Production floor in overseeing telephone CSR’s with any problems, questions or concerns with regards to accounts and/or customers. Analysis and communication of data pertaining to production and quality to key individuals throughout the division. Managed and evaluated supervisory staff; trained motivated, evaluated and mentored employees. Identification and preparation of departmental annual budget and monitor monthly expenses. Tracked call volume trends and estimated worker-hour requirements for the Customer Care department.
Additional Skills:
Microsoft Office to include but not limited to Excel, PowerPoint, Access. Project Management, Fundraising, Quality Assurance, Account Management, Team Leadership, Payroll, Training, Strategic Planning, Analytical, Process Improvement, Accounting to include but not limited to Budgets, Payroll, Departmental Budgets. Fair Debt Collection Practices Act, Human Resource Policies, Public Speaking. Social Media Marketing, Nonprofits, Startups. Call Center Start up, Outsourcing Consulting.
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