Managed a call center team of 30 representatives and 2 leads tasked with the delivery and return of medical equipment.Evaluated individual performance through side by side sessions and call monitors.Provided feedback for improvement through 1:1 meetings with employees.Conducted interviews for hiring direct reports and assisted on interviews with upper management for hiring potential peers.Achieved production goals by assessing daily needs and making necessary adjustments to ensure we were using the staff efficiently. Worked with IT personnel to make changes to daily work tools to increase productivity and efficiency. Created reporting for my team and other departments within KCI.Analyze team production and made necessary changes to processes to increase production when needed.Presented team production data, team effectiveness and strategy to increase performance to upper management.Worked with other departments to ensure the timely delivery of product to fulfill the needs of our customers.Conducted yearly performance reviews which included the processing and communication of merit increases.

Worked with a call center team of 30 representatives that were tasked with the timely delivery and return of medical equipment. Evaluated individual representative performance through call monitors and side by side sessions.Provided feedback for improvement in 1:1 meetings.Monitored productivity throughout the day and made necessary changes as needed.Was a resource for the team as a subject matter expert. Handled escalated calls with the goal of a resolution for our customer at the end of the call.Assisted IT department during User Acceptance Testing

Handled presentations of KCI’s online platform at new hire sales trainings and national sales meetings.Evaluated individual representative performance through call monitors and side by side sessions.Provided feedback for improvement in 1:1 meetings.Was a resource for the team as a subject matter expert.Reported directly with upper management regarding KCI Express team goals and performance.Handled escalated calls with the goal of a resolution for our customer at the end of the call.Worked with KCI’s IT department to test improvements and troubleshoot system issues.

Investigated and assisted with issues pertaining to KCI Express. Educated users on product use: conducted training and instructional development. Communicated directly with customers via email and telephone to support increased usage of KCI Express.Assisted IT department during User Acceptance testing.