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.
• Project Management including tracking, reporting, and implementation.
• Partner with other leaders to ensure alignment.

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

• 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

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+%

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

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