Kari Ferrell Email & Phone Number

United States

• Leadership and associate development • Hiring and training of new staff members • Identify process improvements and implement them for greater efficiencies. • Manage the teams that handle all technical aspects of onboarding a library customer, including a complete intake and understanding of their needs and/or objectives, account setup, ILS Systems setup and mapping, IT development testing, and customer service ensuring timeliness, accuracy, and a positive customer experience. • Project Management including tracking, reporting, and implementation. • Partner with other leaders to ensure alignment. • Subject matter expert for all ILS products, services, and system capabilities • Ensure incoming customer calls and emails are answered correctly and in a timely manner, programs and services are sold effectively, and quality standards are being met consistently • MS Access, Word, Excel, Outlook• CRM Sales Force tool* Change management

La Vergne, Tn

• Manage the day-to-day operations for the ILS Account Services department, overseeing all new account setup while ensuring service levels and KPI’s are maintained or exceeded • Provide coaching, advice, support, and development training for Account Services representatives via daily team meetings, weekly 1-on-1's, an open door policy, and thoughtful yearly goals. • Hiring and training of new staff members • Identify process improvement opportunities and make recommendations that lead to better efficiencies with ILS systems and the On-Boarding process for customers • Serve as the primary contact and manage all aspects of integrating new customers; ensuring a complete intake and understanding of their needs and/or objectives • Extensive Project Management for active customers including tracking, reporting, and updates, and implementation • Provide ongoing support, follow-up, and information to the field sales team, Customer Service, Bids and Contracts, Credit, and Collection Development teams • Subject matter expert for all ILS products, services, and setup capabilities • Ensure incoming customer calls and emails are answered correctly and in a timely manner, programs and services are sold effectively, and quality standards are being met consistently • MS Access, Excel, Word, Power Point, and Outlook • Maintain a solid understanding and perform routine updates in CRM Sales Force tool

• Supervise the day-to-day operations for the ILS Account Services department, overseeing all new account setup while ensuring service levels and KPI’s are maintained or exceeded • Provide coaching, advice, support, and development training for Account Services representatives • Hiring and training of new staff members • Identify process improvement opportunities and make recommendations that lead to better efficiencies with ILS systems and the On-Boarding process for customers • Serve as the primary contact and oversee all aspects of integrating new customers; ensuring a complete intake and understanding of their needs and/or objectives • Provide ongoing support, follow-up, and information to the field sales team, Customer Service, Bids and Contracts, Credit, and Collection Development teams • Subject matter expert for all ILS products, services, and setup capabilities • Ensure incoming customer calls and emails are answered correctly and in a timely manner, programs and services are sold effectively, and quality standards are being met consistently • MS Access, Excel, Word, Power Point, and Outlook • Maintain a solid understanding and perform routine updates in CRM Sales Force tool

Greater Nashville Area, Tn

•• Hire, train, coach, counsel, develop, and evaluate Customer Care Specialist • Supervise daily call center functions and modify as warranted to meet service level commitments of 80% or above and all other KPI’s• Ensure quality of all Customer Care team members meets expectations by monitoring 1-3 calls per associate each month • Prepare and conduct performance appraisals • Create, maintain, and facilitate training materials/sessions and oversee skill advancement • Provide monthly associate 1-on-1 sessions which resulted in measurable improvement in productivity/quality numbers from 70-90+%• Escalation support for Supervisor led helpdesk• Project Management

Greater Nashville Area, Tn

• Monitor and evaluate 100-150 call center associates per month • Conduct 1-on-1 sessions to review monitoring scores and provide coaching and feedback for improvement• Coaching resulted in an overall improvement in Quality Monitoring scores from 60-90+% • Train and monitor all new hire associates for the first 90 days of employment• Provide monthly Quality reporting for all personnel supervisors • Develop, create, and update quality standards and monitoring templates in Click-2-Coach software• Completed Orientation To Ingram Management Practices training • Received certification in the Fundamentals of Management training course

Bachelor Of Business Administration - Bba, Business/Commerce, General

Associate'S Degree, Business Administration And Management, General

High School Diploma

Activities and Societies: Band, Honors Society, Travel Club, Student Council Member, Graduated top 5% of class