Angela Keer Email & Phone Number

Wellfleet, Ma

At The Keer Group we work closely with clients to define, implement and measure extraordinary customer experiences. We strive to keep the end-user at the forefront of all design, content and touchpoints. Our services include: • Media strategy, outreach and placement. Our media outreach efforts leverage our well-established relationships with both the media as well as key opinion leaders in the active outdoors. • Custom content and branded storytelling effectively written to maximize keyword use and search engine results while maintaining reader interest. • Print and digital creative including web development, email marketing, social media marketing, ad campaigns, collateral and logo design.

Managed a multi-channel business environment including 4 unique channels: Catalog, Internet, Retail & Wholesale. Responsible for inbound/outbound sales and customer service teams comprised of over 250 associates with seasonal headcount exceeding 350 supporting 2 million customer contact experiences annually. Directed organizational restructuring and incorporated custom-built technology solutions resulting in reduction of operating costs. Co-developed performance-based employee scheduling software incorporating agent performance metrics including productivity, quality monitoring and sales contribution. Created and hosted National Share Group of over 20 Contact Center Managers. Interviewed in multiple trade publications, former columnist for Catalog Success Magazine and featured speaker at several industry conferences including NCOF and ACC.

Re-engineered organizational structure and executed migration plan to transition existing Customer Service Team into an Inside Sales Team focused on delivering not only service but driving sales. Instituted progressive wage and incentive program aimed at supporting sales growth while still ensuring associate retention. Developed associate performance scorecard system directly linked to pay-for-performance incentive program. Designed and authored online training manual and implemented training program for new recruits. Promoted internal/external customer surveys for feedback on opportunities.

Assisted two brokers in managing customer investment portfolios.Planned financial seminars and workshops.