Kaci Ayers Resume

Kaci Ayers

Cell-505-***-****

*********@*****.***

—— CAREER OVERVIEW ———

Seven years of progressive experience within a dynamic, rapidly changing career field, having achieved a high degree of business sense, complimented by well-developed management skills that are translatable to any business environment.

Traveled extensively on behalf of AOL and Convergys to drive operational performance, management training, agent training, and staff development throughout the world including the Philippines, Canada, Argentina, India, South Africa, and United States

Recognized consistently for driving performance at international and domestic sites to top levels of member support services.

——— PROFESSIONAL EXPERIENCE———

Convergys, Albuquerque NM ~ March 2007 – Present

Associate Trainer, Customer Care

- Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.

- Complete daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner.

- Managed on the job transition of agents from training to work environment, ensuring competency levels are sufficient.

- Incorporated the different learning styles to establish class control.

- Drive agent proficiency by teaching them the behaviors behind the metrics instead of focusing on the numbers.

- Develop training manager and leadership in new outsource sites in Texas and Tennessee.

- Network with operational leadership to help meet their commitments in production.

- Assume additional duties such as ensuring classes are available online, ordering new hire id’s, creating learning events, etc.

Program Ready Trainer:

- Proficient in facilitation for new hire training and continuing education.

- Created a smooth transition from training into operations by debriefing each agent to their Team Leader.

- Able to drive the behaviors for performance development by delivering constructive feedback.

- Created pertinent job aids to ensure the success of new hires in the transition to operations.

- Proficient in the transition process for new hires.

Customer service & Problem Res Rep II:

- Clarify customer requirements; probe for and confirm understanding of resolution to the problem in the first contact.

- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

- Maintain broad knowledge of client products and services.

AOL LLC, Albuquerque NM ~ 2000 – 2006

Call Center Launch Specialist:

- Successfully launched multiple new sites within; Canada, Philippines, Argentina, India, and South Africa.

- Drove operational performance by designing and implementing processes to improve over all operations. This allowed the sites to hit business targets of Average Handle Times and Member Satisfaction.

o Created a floor walker program to provide real time support to answer agent’s questions, assist when agents are on long calls or to take escalated calls.

o Created up-training events for the common missed behaviors demonstrated in the bottom 20% of agents in the metrics of Member Satisfaction and Average Handle Time.

o Developed consultants in the correct behaviors, such as identifying the exact problem the member is having by asking appropriate probing questions.

- Provided feedback and taught site leadership common trends that current leadership can improve on, which increased overall operations.

o Managed 40 coaches to effectively lead approximately 400 agents.

o Identified coaches that were unaware of how to create and follow through on agent action plans.

o Instructed how to give constructive feedback to ensure the agents could accomplish their set goals.

o Assisted in identifying the correct behaviors such as willingness and ability.

- Demonstrated up-trainings to assist leadership on how to conduct successful up-trainings.

- Developed new mentor support process to increase leadership skills for assistance in launching sites.

- Taught leadership in India how to provide feedback on behaviors, rather than just metrics based performance, to ensure that the consultants know how to carry out their action plan.

o Within two weeks Member Satisfaction increased to 75.99%, from an average in the low 70s.

- Drove the correct behaviors in Moncton Canada.

o Brought 20-minute call time down to enterprise goal of 12 minutes.

o Brought Member Satisfaction from mid 70’s, to now being consistently one of the top sites to 81.64%.

- Developed and trained the Training Assistant Program along with second level support structure for most site launches.

- Developed leaders by using the AOL process, leading the AOL way and working with their Sr. leadership. This ensured leadership was self sufficient to continue the process without impacting metrics once I left.

Other Positions at AOL LLC ~ Progressive Advancement

Customer Support Specialist: Developed agents through feedback and just in time floor support of 150+ employees.

Asset: Escalation team for tier II technical support.

Customer Care Consultant: Provided technical customer support.

——— Education ———

Technical Vocational Institute

2000-2004

New Mexico Junior College

1999-2000

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