Kami Brooks Email & Phone Number

United States

• Grow client services and outreach team, including hiring, oversight of training & workforcemanagement, establishment of policies & procedures, defining KPIs, and enacting bestpractices.
• Create multi-channel outreach events and campaigns to increase knowledge of programofferings and community relations, such as face to face, social media, print, & broadcast.
• Manage escalated client concerns, modeling hands-on, high quality customer service.Lead research initiatives to assess program impact, establish multi-year goals, developimplementation timelines, improve processes, and.
• Data analysis using various technologies (e.g.: Tableau, Excel). Synthesis of data acrossfunctions to create and present context-rich analyses and visualizations to seniorstakeholders.
• Coordinate organizational regulatory & compliance audit processes resulting in outcomeimprovement, year over year, by more than 47%.
• Oversight of purchasing and contracting for marketing, outreach, and contact centertechnology vendors. Maintaining programmatic budget and required allocations.

• Established qualitative and quantitative metrics, guidelines, and standards by which programmatic efficiency and effectiveness can be evaluated.
• Directly led and mentored all direct reports with overall responsibility for intake, eligibility, resource & referral, and contact team members.
• Monitored programs to ensure full compliance with contract deliverables and statute requirements.
• Oversaw board committee(s), maintained positive relationships with community partners, funding sources, relevant government entities and representatives.
• Coordinated internal and external audit responses related to programmatic operations and fiscal monitoring.
• Generated weekly, monthly, and annual reports with contextual analysis.Expertly handled escalated concerns regarding client determinations, coached teammembers to improve operational efficiency.

• Collaborated with regulatory, sales, and IT departments to align customer experienceefforts, onboard new contact center technologies, drive customer loyalty, and reduce churn.
• Mapped CX journey and created targeted work groups to innovate solutions to bottlenecks,barriers, and failure points. Customer satisfaction increased from 2/5 to 4.7/5 during tenure.
• Targeted employee engagement to drive client experience, diversifying employeeincentives, increasing quality, consistency, & speed of feedback, and improving the workclimate. Third party-measured employee engagement.
• Grew contact center staff from 35 to 180 representatives, leads, QA, and workforceanalysts.
• Led workforce management of local and remote teams across all channels, ensuring servicelevel requirements were consistently surpassed.
• Increased profitability by adding ancillary sales opportunities, streamlining customerexperience, improving incentives for team members, and diversifying revenue fororganization.

• Scoped, designed, and delivered comprehensive training programs to enhance customer service skills and promote a customer-centric culture within the organization.
• Led a team of trainers, providing guidance, mentorship, and ongoing training to ensure consistency in training delivery and effectiveness.
• Collaborated with cross-functional teams, including HR, operations, and customer service, to identify training needs and align training initiatives with business goals.
• Conducted training needs assessments, analyzing performance gaps and designing targeted training solutions to address identified areas of improvement.
• Facilitated engaging and interactive training sessions, utilizing various training methods and techniques to maximize learning and knowledge retention.

• Provided exceptional customer service by promptly addressing customer inquiries, resolving issues, and ensuring customer satisfaction.
• Acted as a subject matter expert, assisting team members with complex customer issues and providing guidance on service excellence.
• Assisted in the development and delivery of customer service training programs, sharing best practices and promoting a customer-centric mindset.
• Conducted coaching sessions and provided constructive feedback to team members to drive performance improvement.
• Contributed to process improvement initiatives, suggesting ideas to streamline operations and enhance the overall customer experience.