Candice Hillman Email & Phone Number

Austin, Texas Area

* Relocated to Austin: Set up, hired, and launched a 300 capacity Customer Support Call Center. * Developed and coached a team of 15 teammates to become high achievers. Promoted: two Team Leaders, three coaches, while maintaining top performers in Key Performance Indicators. * Attended service level meetings to ensure business goals with AHT, shrink, and occupancy, while identifying call drivers and larger impacts.* Point of contact for department initiative of First Contact Reduction.* Mentor for new Team Leads, successful on boarded 8 highly motivated new hires.* Developed, budgeted, and oversaw all department competitions and employee engagement activities* Assisted in setting and tracking Incentive compensation for the teammates

Logan, Utah

* Manage on offshore quality team while correlating results within call center location all over North America and Costa Rica. * Support an 8000 agent account.* Partner with Operations Managers in eleven call centers to meet quality metrics and achieve client goals.* Achieve desired business goals, high productivity, and client and customer satisfaction.* Oversee Seventeen direct reports.* Partner with Training and Learning Consulting & Curriculum to identify gaps and recommend and support implementation of change. * Organize and analyze statistical data/trends on all quality metrics across account and provide data to support staff teams and Account Management including: training, coaching and development.