Andrea Kauffman Email & Phone Number

Lenexa, Ks

Kansas City, Missouri Area

Managed, through a team of supervisors, the day-to-day operations of 150-200 person call center with responsibility for controlling costs, enforcing methods and employee development. Personnel management of employees regarding hiring, termination, disciplinary action, promotional activity and pay for subordinates.- Identified and implemented individual /group trainings to grow to #1 center in customer satisfaction while ensuring maximum compliance to all legal and corporate initiatives.… Show more Managed, through a team of supervisors, the day-to-day operations of 150-200 person call center with responsibility for controlling costs, enforcing methods and employee development. Personnel management of employees regarding hiring, termination, disciplinary action, promotional activity and pay for subordinates.- Identified and implemented individual /group trainings to grow to #1 center in customer satisfaction while ensuring maximum compliance to all legal and corporate initiatives. - Collaborated on creation of employee development program driving 15% reduction in call-efficiencies.- Delivered annual center collections in excess of $75,000,000. - Executed consolidation of off-line group specializing in misapplied, lost payments and dishonored transactions resulting in annual salary savings of $500,000.- Developed mobile coaching program driving 10% improvement in key performance metrics.- Prepared documentation and testified in Missouri Unemployment Hearings yielding savings in excess of $50,000.- Generated annual sales leads in excess of $10,000 through participation in “you Refer” program.- Mentored participant in Business Leadership Development Program.- Served as company Liaison for Participative Management Employee Involvement committee focused on creating and implementing performance and morale enhancements. Partnered with union officers and employees to ensure compliance to collective bargaining agreement. Managed project closure of center under surplus condition. Show less

Kansas City, Missouri

Subject Matter Expert for attendance management assisting employees to resolve all attendance matters. Provided direction on attendance policies/practices and aspects of non-management collective bargaining agreement. Managed attendance related discipline in conjunction with FMLA, short and long-term disability benefits, ADA, Leaves of Absence and Workers’ Compensation processes. - Recognized with Service Excellence Award for contributions toward improving office morale, reducing… Show more Subject Matter Expert for attendance management assisting employees to resolve all attendance matters. Provided direction on attendance policies/practices and aspects of non-management collective bargaining agreement. Managed attendance related discipline in conjunction with FMLA, short and long-term disability benefits, ADA, Leaves of Absence and Workers’ Compensation processes. - Recognized with Service Excellence Award for contributions toward improving office morale, reducing employee absenteeism and delivering superior customer service. - Served as key witness in multiple Arbitration cases resulting in a savings in excess of $200,000.- Developed, budgeted and implemented monthly/annual motivation programs and recognition events for 200 employees driving improved performance results.- Exceeded corporate attendance objectives in 2008, 2009 and 2010 by reducing daily absenteeism.- Coordinated workplace restrictions and accommodations to reduce length of employee disabilities by an average of 5 days.- Conducted monthly audits of center’s attendance and payroll records, resolving identified discrepancies to improve accuracy. - Managed clerical team responsible for attendance record input and employee payroll. - Championed community service initiatives as liaison on corporate and city-wide United Way committees while organizing employee blood drive campaigns. Show less