Customer Service Quality Assurance

KELLY KROLL

ady6xw@r.postjobfree.com 303-***-**** https://www.linkedin.com/in/kelly-kroll-132221161/

CUSTOMER SERVICE MANAGER

Strategic and empathetic Customer Service team leader, adept at managing onsite and remote teams for high performance and engagement. Organized, cohesive, and proactive approach, skilled at addressing a wide range of problems and initiating creative solutions. Trusted collaborator, known for building productive partnerships through clear communication and follow-through. Change leader, using a growth mindset to motivate others during times of rapid organizational transformation.

EXPERTISE

Management – Performance management Interviewing, Hiring, Onboarding, Training Professional development and coaching Team Building Excellent time management and organizational skills

Customer Service – Team Lead Customer Experience Troubleshooting and escalations Emphasis on six star customer experience

Project Management – Full cycle management, including ideation, planning, execution, cross-functional team collaboration, reporting, closing Multiple synchronous project leadership

Diversity and Inclusion: Co-Created and co-led disability employee resource group Diversity and Inclusion Ambassador Facilitated conversations around topics affecting marginalized communities

Tech and Software: Call Center Software (Collabrio; Alvaria; Gong; internal systems) Salesforce Zen Desk Project Management (Asana; Click-up) Google Suite & Docs

WORK EXPERIENCE

Steve and Kate’s Camp Denver May 2023-August 2023 & Current

Assistant Director

●Supported a team of 10 counselors, 100 plus kids, and numerous parents over the course of a summer

●Oversaw the day to day operations such as coaching and leading meetings as well as big picture operations like approving registration paperwork and staff scheduling.

●Demonstrated quick and effective problem solving skills at an intrapersonal and macro level.

Cosmic Kell Empowerment Coaching LLC Remote May 2021- May 2023

Empowerment Coach

●Focus on career development with multiple marginalized women to reclaim their confidence and actively re-engage with their career journey

●Provide support with interview skills, identifying career pathways, resume help, public speaking practice and a myriad of other business acumen related abilities

●Launched new venture by managing and completing a variety of business tasks, including: Establishment of LLC; creation of program and marketing materials; customer service standards; accounting set-up and other operational tasks

●Created and sold coaching programs focused on combating burnout and career building

Zillow Multiple 2016 - 2022

Originally hired as a Client Engagement Specialist. Promoted twice during tenure, due to natural leadership skills and exceptional ability to meet or exceed metrics.

Team Manager (May 2022-Dec 2022)

●Coached and supported the top performing team of 9- 13 front line customer service employees in a call center environment, with a heavy focus in quality assurance

●Built a strong self-sufficient team culture based on open feedback loops, trust, and a growth mindset

●Facilitated and led multiple projects focused on raising the department's effectiveness and reputation

Revamped standard processes, gaining alignment across departments and setting goals to meet business needs

Broke down silos between teams and within departments, improving communication

●Audited 120 team member calls/month, praising effective techniques and providing corrective feedback.

●Excelled in addressing, and training others in, customer service issue escalation

Team Lead (February 2020 – May 2022)

●Participated in and redesigned Zillow’s Leadership course, a program dedicated to shaping new leaders

●Top performing Team Lead over multiple quarters, receiving excellence in quality assurance scores

●Co-led multiple Customer Service teams of front line employees, providing KPI coaching, oversight of new hire pipeline, mentoring for advancement and scheduling.

●Led multiple projects, aligning department expectations and improving processes in training, documentation, quality assurance, and philanthropy

Client Engagement Specialist (Sept 2016-Feb 2020)

●Connected home buyers to local real estate agents via text, email and phone, in a timely manner

●Exceeded department metric average and maintained an above-average Quality Assurance score due to passion for delivering a 6-star customer experience

●Facilitated training on workflow to new hires, peers and management, effectively transferring knowledge leading to rapid productivity

EDUCATION & CERTIFICATIONS

Colorado State University Bachelor of Science, Human Development & Family Studies Minor in Sociology

Coaching Training Alliance Certified Life Coach. 2021

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