Karen Error, Mba Email & Phone Number

Salt Lake City, Ut, Us

Salt Lake City, Utah, United States

Salt Lake City, Utah

Midvale, Utah

• Promotes learning engagement • Drives change by providing learning solutions for various departments• Partners with executive teams to identify training needs, collaborate with subject matter experts and conduct research to write content for training materials, document new and updated processes• Facilitates classroom training, and create innovative and engaging training materials using a variety of media

• Customer facing position that provides consultative expertise around inContact solutions and other contact center products including CRM, NICE WFM, analytics, social media and others• Responsible for implementing customers solution, with both technical and business tasks • Managing customer expectations and satisfaction• Configuring the products based on best practices and customer requirements & directing inter-departmental teams• Serves in a project manager role, managing end to end system life cycle development of small to large-scale projects

• Supervise a team of 35-50 customer service agents in an inbound call center• Oversee all on-boarding and off-boarding of agents• Minimize attrition of employees and develop the skills to elevate their career within the company• Conduct weekly one on ones with all direct reports to make sure that representatives are meeting expectations in the required metrics• Work cross functionally with other departments within the CS organization in efforts to improve upon the business and our practices• Focus on increasing NPS for both our external and internal customers• Works with the ADDIE Model to develop, write and train new hire courses including process, system and soft skills training• Knowledge of curriculum design and instructional design coupled with using multiple systems to create design (e.g. Captivate, Prezi, Articulate, etc.) • Develop and administer evaluations, certifications, and surveys to ensure the success training classes• Travel as needed to train other call centers to ensure consistently high customer service standards across all centers • Works closely with process to ensure all training, and day to day documentation is up-to-date• Although remote, works closely with current team to ensure cohesiveness and calibration for all training taking place

Managing the programs – • Overseeing the delivery of all services involved in the client's solution, as well as additional elements added throughout the life of the partnership• Monitoring the delivery and evolution of the client's programs, ensuring the continual alignment of the recognition strategy to the client's objectives • Developing and maintaining detailed records of project decisions and outcomes• Updating project documentation and facilitating reviews/agreements• Custom reportingDriving impact – • Proactively seeking out information that could enhance the recognition strategy and deliver increased results • Tracking the use and activity of the programs, while identifying and suggesting adjustments and enhancements as needed• Evaluating and assessing data and consolidating it into actionable information• Conducting detailed strategic reviews, including analysis of the program’s metrics, key findings and resultsLeading the teams – • Provide oversight and leadership to ensure the client's needs are met by the O.C. Tanner team• Leading internal and external stakeholders• Building, fostering and guiding the recognition champions• Identifying when and how to bring in subject matter experts to strengthen results• Become the point of contact for escalation as needed

• Developed, wrote and trained new hire Client Representative and new hire Account Representative training courses • Developed, created and trained Customer Service “WOW” soft skill courses• Trained Account Representatives to maintain relationships and handle all communication with sales offices and clients• Hired, coached, and conducted performance reviews for all new trainees• Worked with Witness system, monitored customer service calls - updated and maintained system• Developed evaluations, certifications, and surveys to ensure the success of the development and training classes

Kaysville, Utah

• Maintained relationships and handled all communication with top clientele• Trained and mentored client services team members• Planned and conducted meetings for client services team members• Managed various projects at one time – prioritized work load for production team• Oversaw production of assigned jobs to ensure all clients requirements are met• Conducted press-checks and tours of the facility – entertained and provided transportation for visiting clientele

Taylorsville, Ut

• Wrote, implemented, and trained all phone and email quality standards and expectations• Analyzed quality, track trends, reported data and conducted meetings for overall improvement within quality • Hired, trained, and strengthened all quality analysts to perform at superior level • Monitored and developed phone agents on maintaining a higher level of service

Salt Lake City, Ut

• Trained associates on call handling and call center procedures; training on overall productivity and quality improvements• Motivated associates to enhance skills focusing on continuous improvement and recognition • Answered customer calls, resolved issues for customers, handled billing complaints and disputes, handled escalated calls

Master'S Degree, Business Administration And Management

Bachelor Of Science In Business Management, Business Administration And Management, General