Kate Sharp Email & Phone Number

United States

Bellevue, Washington, United States

Bellevue, Washington

Responsible for strategic planning, development and support of the quality programs and the customer experience. This was accomplished through research, analytics and development programs, education and alignment that guided, promoted and in calibration with Customer Care, Support Team Leaders and Senior LeadershipManagement, Leadership Development and Coaching- 6 Sr Analysts that support 6 Internal Customer Service Sites, 6 Global Partner Service Sites and supporting TEX Messaging Enterprise, along with day-to-day quality managementManaged and Partnered in developing and implementing Frontline Experience Initiatives Served as the primary liaison for West Region Vice President and West Region SLT regarding Quality and Front-line Experience initiatives Constructed executive level presentations and presented leveraging analytical findings in a clear, concise and influential manner

Bellevue, Washington

Responsible for end to end management of large Marketing initiatives, functional product launches and service program improvements that are delivered across all our customer touch pointsDelivered, defined and executed clear and consistent customer experience standards, business processes, and polices Lead and owned all execution trade off decisions, while ensuring cross functional teams have identified detailed scenarios and use cases, all corresponding risks identified and evaluated, and solutions were properly selectedLead cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects were aligned to the key drivers of the customer experience•uilt key relationships with internal/external business partners. Served in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectivesManaged multiple projects, deadlines and other functions with a results focused approach (Measure for Success)Proactively identified potential issues as a departmental expert and collaborated with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency

Seattle, Wa

Responsible for creating, from scratch, a structured business model for all of Operations including performance metrics (individual, team and department); customer service and claims training program; company QC program; performance management guidelines; claims process re-engineering; deployment of an Operations Excellence Team; etc. Identified best practices and created business and process standardization resulting in a better customer experience.

Managed Call Center of 100 employee's, multi-site; Developed a Medicare dedicated team; Responsible for daily operations: service levels, kpi's etc.

Executive Leadership Certificate Graduate Program

Education record