Christena Kirkpatrick Email & Phone Number

Kansas City, Missouri Area

Lenexa

Olathe Kansas

Developed a team of 18-20 agents to improve performance and meet expectations. Tracked and reported on individual and group progress while also maintaining a productive atmosphere for 67 agents receiving inbound calls. Worked with a management team to standardize quality and overall service levels for client company.

Received and initiated collection calls to resolve delinquent balance and address concerns that prevented payment. Handled escalated calls requiring further details or resolution. Provided supplementary coaching for management team and support for agents requiring assistance.

Supervised and monitored a group of 12 youth at a full time residential care facility. Helped to facilitate nightly group counseling and worked with assigned youth on an individual development plan as designated by their Service Coordinator.

Managed a front desk reception area while coordinating direct mail marketing and providing additional collections and customer service support as needed.