Karen C. Email & Phone Number

Florida, United States

San Marcos, Texas, United States

• UKG /PlanSource Admin• UKG Pro WFM Implementation• LOA Administrator• Status Changes• ACA• Process Improvement • Onboarding of all new employees• VOE• Data Analytics• Policy Development • Policy Handbook Development• Name Changes/ Inclusivity and Diversity program development • Leadership Library and Resources

San Marcos, Texas, United States

• New trainer onboarding• Trainer Oversight• Trainer WFM• Onboarding Reporting• New Hire Communications• New Hire Compliance • Project Management• Content Development and Creation• LMS Administration• Wiki Creation and Development

San Marcos, Texas, United States

Stuart, Florida, United States

• Measured and gauged all activities of Sales representative's production to provide feedback, resulting in team performance improvement. • Monitored sales representative phone calls to ensure quality and compliance are within Medicare, HIPAA, and Sales Operations departmental guidelines. • Coached and trained team members in sales practices, telephone etiquette, and product knowledge through presentation of team member call monitoring results and desk side coaching. • Resolved and researched any team member's issues in relation to a customer's shipment, account, status, or products to include receiving and making "supervisor" calls. • Managed key production requirements to include scheduling staff members to meet production requirements established by sales operations management. • Reorganized, expedited, or reviewed customer account status with the support of other sales team members and operational leaders to ensure customer accounts are processed timely. • Occasionally assigned and managed special customer lead projects to team members. • Advised sales operations management regarding hiring, promotion, transfer, performance management, disciplinary action, and discharge of retention representative team members. • Prepared documentation and counsels representatives regarding performance and performance management documentation with the supervision of sales operations management • Provided cross-division supervision as a sales operations management initiative to answer questions that all sales representatives may have. Gathered and presented departmental and cross-departmental sales operations statistics for reporting to sales operations management.

Palm City, Florida, United States

• Responsible for 3 accounts (BPO) 2 Telecommunications and Retail • Director of Operations ~ average daily inbound telecommunications ~ 22,000 calls • Created company systems for Payment, Customer service (English and Spanish), Technical Support, Live Chat, Email and Customized Blackberry Support • Created company Quality Assurance program , changed entire quality assurance, including staffing, productivity, and rewrote quality assurance forms • Responsible for On the Job training and refresher huddles • Directly responsible for managing P and L, and cost per call • Directly responsible for 3 Call Center Managers, 15 Assistant Managers and 36 Floor Support, 12 QA Agents, 15 Coaching Agents • Restructured Management and agent team structures • Responsible for Policies and Procedures • Responsible directly for Workforce Management and forecasting for all queues including 3 live chat queues • Maintained all aspects of agent metrics including overstaffing and understaffing to promote healthy SLA• Maintained Direct Vendor Contact • Responsible for trend analysis and all reporting to client and C-Level Management • Crafted incentive programs QA, Technical Support and Sales/Chat• Responsible for overseeing terminations and hiring in tandem with HR and Call Center Managers • Built 3 queues and training for those queues from bottom up • Instituted Live Chat For 2 BPO programs• Responsible for strategic outlook for call center including new clients • Facilitated Onboarding of new clients • Responsible for coaching and development of direct reports• IVR Design• CRM Design

Miramar, Florida, United States

• Maintained performance metrics on two accounts consecutively• Responsible for AHT, Quality, Policy and Procedure and Escalations • Responsible for four teams of performance facilitators and helping them maintain their teams with focus of live monitoring, identifying outliers, communications and metrics and performing quality reviews • Spearheading trainings based on client needs, performance drivers and escalations for clients • Responsible for client facing meetings • Responsible for creating and evaluating client data and reports • Responsible for creating and maintaining agent performance data and reports • Responsible for all Escalations and Agent communications• Provided coaching interactions • Coaching of M and P policy issues• Created material to teach and improve upon understanding of Client FCR metrics • Create collaborative facilitation groups for deep dives f of call drivers tailor towards meeting the gap between policy and satisfaction results

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Associate Of Arts (A.A.), Business Administration And Management, General

Education record