Call Center Manager
Resume:
Kayla Koener, MBA, ANFI, SHRM-CP
*****.******@*****.***
Professional Experience
Bear Creek Axe Throwing- New London, NC 11/20-present
Owner
Own and manage a mobile axe throwing trailer. Responsible for entirety of business from bookkeeping to marketing. Maintain social media presence, build clientele base, and negotiate pricing on each event.
Bankers Financial Corp- Virtual 05/20-present
CSR
Former Employer reached out for emergency assistance. Accepted remote part time to aid department that fell behind due to hiring freeze caused by Covid.
Stay at home mother 12/19-5/20
Bankers Financial Corp- St. Petersburg, FL 5 promotions 10/09-12/19
Operations Program Manager/Acting HRBP 1/16-12/19
Manage 30+ associates both local and remote for Flood, Commercial Lines, Personal Lines and Excess Flood Department Operation centers and IBHS auditing team. Demonstrated leadership and influence between underwriting and product teams to ensure joint messages and proper policy alignment is being offered on the front lines. Set up monthly unit collaborations as well as 1-on-1’s to go over performance expectations, improvement plans, career development goals and any other coordination/development for staff. Tracked performance including daily audits of phone system data, built out occurrence tracker analytics and trained other staff on excel development. Provide continuous performance and coaching feedback through recognition and corrective action.
Built framework for a Leadership Development Program collaborating with supervisors in same department. Launched April 2019.
Supervise, coordinate and monitor the customer service teams to ensure prompt, courteous and accurate responses are being supplied to caller. Resolve escalated calls that the CSR could not resolve
Built new reporting analytics to monitor contract viability, took on additional workload including new programs to manage with direct reports.
Created and continued analysis of time to fill, turnover ratio, production of staff, quality report and work order counts for multiple programs. Maintain reporting both internally and to the clients. Created monthly dashboard analytics for quick results display.
Work with multiple contracted programs to build relationships and program profitability. Assisted in oversight for budgetary needs and operational expenses.
Worked with IT to create project breakdown structure planning for new platform.
Worked on a team for RFP’s for potential clients. Built out multiple presentations for executive pitch use with successful contract fulfillment.
Work with contracted staffing firm to recruit, interview and hire qualified candidates. Complete onboarding process from background, welcome letters, and licensing. Management employee retainment and engagement. Manage licensing process project with site lead and compliance team to keep licensing up to date and paid without lapse.
Built out Social Media presence to build potential workforce for client work needs.
Took on HRBP responsibilities reaching over 100 W-2 associates that performed contract work, adding employee relations, file retention (employee, I-9 and EEO), FMLA, terminations, and payroll audit. Point of contact for new team hiring, fast pace scalability, as well as locations closures. Managed vendor relations with clients.
Asset Management for Operations of IBHS on a rolling month basis to ensure profitability and audit unnecessary expenses.
Flood Supervisor 03/14-1/16
Enhanced SMART metrics to utilize for performance reviews. Built staffing model forecasting analytics for each role under my management. Update and create new quality systems including phone quality/availability, chat quality, and productivity.
Implemented new processes/tools to enable efficient and effective workflow management. This includes creating new reports, writing specifications for IT projects, Auto-issuance changes, and workflow assessments.
Review process workflows to identify bottlenecks and make changes for efficiency.
Creating and Implementing new rewards and recognitions programs. Building processes for previously unsupported functions.
Opened transparency between departments by utilizing Salesforce for shared reports and putting workflow on TV monitors. Required cross training between processes and NFIP flood, private flood and excess flood products.
Flood Underwriter 12/12-03/14
Assessed structures, matched to proper rates using NFIP guidelines and rate tables.
Maintained NFIP knowledge with program changes biannually to actuarily rate risks.
Created paperless process of Submit for rates creating efficiency and cost savings.
Rollover Representative 8/11-12/12
Customer Service Representative II 10/10-8/11
Compliance Clerk 10/09-10/10
Education
Master of Business Administration, University of FL Grad Date 12/13
Bachelor of Arts, Eckerd College, St. Petersburg, FL Grad Date 05/09
Major: Business Administration
SHRM-CP (Society for HR Management – Certified Professional) Achieved 12/17
ANFI certified (Associate in National Flood Insurance) Achieved 06/13
Fortified WISE certified Achieved 11/16
Dale Carnegie Grad Date 12/14
Entrepreneurial Academy, Chamber of Commerce, St. Petersburg, FL Grad Date 04/09
Work Improvement
Program Implementation Leadership Development Program- Built from scratch a year long program to assist in the Customer Service Representatives transition to a team lead or management role. Includes a variety of topics necessary to be fluent in for excellent leadership skills in our operations department. Two promotions currently from classes.
Program Implementation Pristine Homeowners Project- Product management consultant to aid in a project for the transition of old homeowners product to new. Shadowing the assimilation of a new credit score company and creating manuals that have similar guidelines, but follow statutes in place for particular states.
Contract Administration for Citizens RFP- Worked on a team to write up BinTech’s proposal for BPO solutions. Tasked with proposing Phone platform solutions proposal as well was staffing models.
IBHS Manager- Built Productivity and quality assurance assessments and well as turnaround time monitoring. Moved TAT from unacceptable to beyond client goal in 3 months.
State Farm Vendor Manager- Built Productivity and Quality Assurance monitoring and roll up reports. Now able to visually see employee production and quality to better train associates. Fulfilled new contracts 100% by deadline.
Project Manager for Torrent Transition- Worked closely with Director of Flood Solutions to perform a seamless transition from one rating platform to an outside developed platform.
Project Manager Salesforce Integration- Managed clean-up of backlogged items to move from one processing application to a new metric driven application. Analyze potential “black holes” to ensure transition left no items outstanding.
Standards of Excellence Committee- One of few founding members of associate run committee that defined standards required to work at Bankers Financial Corp. Help to highest standards of excellence to be example of what type of person the company is looking for. Results became a part of mission statement.
Ignite start up- New initiative built to help find the new innovative change needed to change the insurance industry. Worked on discovery and data collection to identify necessary changes in the company and industry as a whole.
Business Continuity Program/Disaster Recovery Team- Create business plan for no interruption of service regardless of system disablement. Annual updates and changes.
Ambassador Program- Work with new hires to acclimate them to the company. Teach them history of company and introduce them to other departments for better assimilation into Bankers culture.
Associates Committee- plan events, contests and giveaways for fellow employees. This includes holiday decorations contests, annual picnic, holiday party, and keeping relationship with local businesses that offer discounted options.
Wellness Committee- Support companies healthy living initiative, assist in wellness fair, Office Olympics, help come up with new ideas to promote wellness
System Experience
Jira, Microsoft Office (extensive Excel), Oracle including Taleo/EMPcenter, Avature, Singlepoint, GHRR, AS400, ImageNow, Contact Center, Torrent, IBHS Focus, Salesforce, Sharepoint
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