Kami Brooks Email & Phone Number

Orlando, Fl, Us

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 allocate resources from $6M budget,improve program effectiveness and delivery-which has increased utilization by 18.8%.● 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.● Represent organization at industry conferences, inter-organizational councils, withdonors/grantors, and with regulatory/government entities.● 1st Place winner of Division of Early Learning's Statewide Family Engagement Monthaward for client experience and engagement, 2023.● AELC Training Conference Presenter, 2023.

● 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.● Redesigned SOP content and documentation, reworked and digitized existing local forms,● Evaluated and streamlined workflows, reducing repetitive work and improving QA.Established partnerships with other local organizations, creating focused councils to supportparallel goals.

● 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 increased from 3.65/5 to 4.63 during tenure.● 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.● Partnered with HR and training departments to overhaul training and onboarding processes.● Product ownership of all contact center technologies including NLP software integrationand redesign of IVR and auto attendant.● Selected for Founder's Mentorship Program 2015

• 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.