Jean Kohles, Mba Email & Phone Number

Remote

Direct Manager of 8 Account Managers responsible for retaining 30,000 clients representing over $90M in revenue. Responsible for continuous development of Account Managers, performance metrics, retention, win backs and upsells.• Achieved 120% plus retention goal for the last 24 months by emphasizing product value.• Increased revenue by upselling, cross-selling and win backs month over month by 135% of goal.• Built and nurture positive client relationships from small revenue producers to corporate accounts. • Perform health checks, evaluate product usage, review add-on sales and cross-sell.• Collaborate with project management, sales, finance, and marketing.• Monitor daily, weekly, monthly performance, while addressing areas of opportunity.

Remote

• Created product bundles aligned with customer objectives and business forecast while ensuring customer satisfaction.• Recommended additional reporting to ensure understanding of the business and team performance. • Assist with special projects while focusing on team’s assigned territories.

United States

• Save rate of at-risk clients at 218% of plan for 2020.• Onboarding and supporting customers in achieving success on our platform.• Reviewed analytics with clients to ensure maximization usage, possible upsells or cross sells.• Conducted individualized training for clients focusing on time saving and revenue generating features.• Assisted Collections Department by decreasing past due balances by 97% for assigned accounts.

Carrollton, Tx

I managed the call center operations including but not limited to monitoring dialer, inbound call volumes, quality assurance, dispatching, forecasting, strategic planning, hiring, scheduling, training and development. Created comprehensive training manual including training videos.Produced productivity reports and audit templates.Introduced quality assurance and assessment guidelines.Facilitated strong business relationships with hospice partners. Maximized service levels while decreasing costs by changing hours of operation and scheduling.

Irving, Texas

I was brought on board here to spearhead the daily customer service operations for 2 locations: Irving, TX and Anaheim, CA. I directed a 60-member team, including Customer Concerns and Correspondence Departments, handling inbound and outbound service calls while tracking performance metrics including service levels, abandonment rates, outbound penetration and email response time. Decreased inbound and abandonment 2% after reconfiguring team staffing and revamping dialer strategy.Boosted quality assurance scores 10% by adopting legendarily customer service concepts.

Orange County, California Area

I was hired to overhaul the Customer Service Department, which involved defining and articulating clear expectations, identifying breaking points, and improving service levels. Additionally, I established new departments in Nevada, Texas and California while leading 150 team members. I made it a priority to closely monitor and audit service calls and email responses to maintain service levels with a focus on fostering a customer-centric environment. I also supported the collections management function, strategically controlling staffing and nurturing vendor relationships. Cultivated future project and quality opportunities. Raised customer service scores from 75% to 95% by introducing call monitoring, guidelines and expectations across the department.Lowered reply times from 72 hours to less than 24 by crafting scripted customer service responses to common email correspondence. Cut complaints by half within year 1 of implementing Customer Concerns Department.Boosted employee morale by collaborating with executive team in reshaping culture and workplace environment.Eliminated $180K+ in annual expenditures through mail enhancements campaigns.Enhanced supervisor training by creating leadership program designed to reduce HR issues, employee turnover and advancement opportunities. Launched and led monthly newsletter (CashCall Ink), serving as editor.

Fountain Valley, Ca

In this role, I presided over a 65-member collections department which heavily involved staff forecasting, budget management and employee training and development. I conducted department meetings with emphasis on continually improving communication at all levels across all departments. Decreased delinquency 2% on a $5B+ portfolio after adjusting dialer strategy to increase outbound penetration and improving collection letters.Requested by management to oversee projects and vendors while concurrently directing Recovery Department operations for 6 months. Conceptualized and introduced mentoring program, providing continual education to staff members.

Mesa, Az

Earlier in my career, I directed a team of 65 recovery collectors who were tasked with servicing retail and lease accounts. My primary focus was to increase revenue recovery and consistently improve processes through utilizing Six Sigma principles.Here, I was able to cultivate solid relationships with colleagues and team members through leading by example. I also handled proposals, budget analyses, testing, training and implementation. Improved employee satisfaction survey scores from 65% to 75% by promoting teamwork, establishing an open door policy and introducing improvement committees.Reduced 17% delinquency rate by 10% over 7 months of introducing customer-based collections to the Fairlane Credit division.Devised specialized bankruptcy unit realizing $100K per month in the first 90 days.

Master'S Degree, Business Administration And Management, General

Bachelor Of Arts - Ba, Business Administration And Management, General