Carla Mikell Email & Phone Number

Chicago, Il, Us

Chicago, Il

Northfield, Il

• Responsible for ensuring front-end operational systems are efficient, optimized and integrated with other consumer contact tools to allow for effective and efficient consumer contact handling• Provide direction & execution of outbound initiatives by working with marketing and business partners as a method to drive awareness of Kraft products and services to consumers utilizing a variety of channels• Responsible for creating, reviewing and maintaining all security protocols and ensuring quarterly audits are conducted for systems and building access at the outsourcer• Responsible for ensuring toll free numbers are effectively structured allowing for the efficient routing and directing of consumer calls. Responsible for ensuring the appropriate message is used on toll free numbers which communicates hours of operation and after hours coverage. Responsible for developing Interactive Voice Response scripts used to manage call volume related to product recalls, seasonal recipe requests or other marketing programs

Northfield, Il

• Proactively pursue information from various internal sources (Marketing, Quality, Legal, Corporate Affairs, Research & Development and Nutrition) to create product hierarchies, compose conversational scripts, email and form letters to ensure call center representatives are fully prepared to respond to consumer inquiries• Enhance the consumer experience by providing the ability to self-serve through the development of FAQs/Frequently Ask Questions located on various Kraft websites utilizing RNT/Right Now Technologies• Perform as a subject matter expert for all knowledge management & master data databases (VOICE Masters, ePowercenter, RNT/RightNow Technologies, Product Locator) • Develop and maintain all training materials related to VOICE Masters and various applications utilized by Product Information Analysts and call center representatives• Responsible for the procurement and management of the inventory of all fulfillment materials utilized by the call center to ensure maintenance of inventory levels

Northfield, Il

• Responsible for 15 – 20 CRM personnel on a quarterly basis; created training materials, participated on CRM cross functional team providing editorial comments from Consumer Relations perspective on magazine content for potential consumer inquiries• Collaborated with Marketing teams to increase consumer participation in submitting their recipes to be featured in the magazine• Coordinated and facilitated weekly vendor team meetings to review new products, training issues and emerging trends• Managed IVR scripts for holiday and promotional messages