Kathleen Egger Email & Phone Number

• Create strategic plans with the help of Service Delivery and Client Services Directors; conduct process assessment and headcount planning; define account-specific technical requirements and contribute information and analysis to company-wide strategic plans and reviews. • Recommend policies, procedures, and systems relevant to the goals of the organization and client requirements. • Conduct business reviews with Clients and Peak Support Directors (Weekly, Monthly, Quarterly) to evaluate historical trends and ensure action plans are integrated into the process improvement initiatives.• Remain engaged with the IT/tech team to ensure that all tools are running efficiently (internal and client-side). • Ensure that Peak Support is represented well to our team members, clients (and their customers), and the community at large. • Develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals. • Serve as a trusted, senior advisor to clients. Help our clients solve problems and get better.• Help the team leads to establish and manage the day-to-day operational activities of the accounts, including staffing, production, and process improvement efforts. • Work alongside the business analyst team in preparing account performance reports by collecting, analyzing, and summarizing data and trends; reviewing reports with the client services and operations directors; sharing account reviews with the client.

• Support, provide feedback, and coach team members to hit client goals and improve client operations.• Run product specifics training and update training sessions that include creating and updating materials and resources.• Ensure tools are operating smoothly during shifts and relay any issues to management and client.• Create and conduct Quality Assurance checks as well as calibration.• Assist in tracking/flagging attendance.• Work alongside the business analyst team in preparing account performance reports by collecting, analyzing, and summarizing data and trends; reviewing reports with the client services and operations directors; sharing account reviews with the client

• Provide accurate and complete information as well as appropriate solutions and alternatives based on existing policies to ensure resolution for customer service inquiries received via chat and email.• Keep records of customer interactions and process order requests and follow communication procedures, guidelines, and policies.• Identify and assess customers’ needs and take the extra mile to delight the customers.

Mandaue City, Cebu

• Provide satisfactory customer service experience over the phone focusing on customer satisfaction and resolution• Handle email contacts with utmost accuracy and efficiency• Conduct internet related research for client specific projects• Write articles for websites and blog sites

3/F Jy Square It Center 1 & 3 Salinas Drive Lahug, Cebu City

• Develops learning activities, audio-visual materials, instructor guides, and lesson plans.• Reviews evaluations of training courses, objectives, and accomplishments. • Makes assessments of effectiveness of training in terms of employee accomplishments and performance.• Consults with management on performance, organizational, and leadership matters. • Conducts needs assessments to determine measures required to enhance employee job performance and overall company performance.• Supervise Training Apprentices and Performance Analysts in facilitating classes through instructor observation, mentoring and coaching.• Spearheaded Tacloban Site Implementation for 2013 Peak Season by being responsible for Training, Academy Bay and Operations.• Responsible for handling Client Meetings such as Peak Huddles that serve as contact drivers for the season.• Accountable for leading and facilitating Calibration session both external and internal for Retail Phone and Email. Making sure Rate of Alignment results are discussed to all evaluators; Calibration updates are cascaded and implemented.• Organized Employee Engagement Activities such as MyQuality Cup to promote increase in Site Metrics focused on Quality and Customer Service Satisfactions.• Fronted Root Cause Analysis Projects utilizing the Performance Maximization Model integrated with Six Sigma DMAIC to identify root vs actual causes of performance gaps.• In charge of leading a team of performance analysts responsible for their performance such as evaluation counts, feedback sessions, schedules and other tasks.

3/F Jy Square It Center 1 & 3 Salinas Drive Lahug, Cebu City

• Spearheaded in the implementation of the account in Cebu Site by facilitating Product Specifics Training to Management Staff and Agents.• Develops learning activities, audio-visual materials, instructor guides, and lesson plans• Conduct well-planned classes using methods and techniques that ensure the preparedness and success of the participants for the live environment.• Conduct Training Needs Analysis (TNA) and develop modules for the site to bridge knowledge, skills and behavioral gaps.• Supervise Training Apprentices and Performance Analysts in facilitating classes through instructor observation and coaching.• Partner with Performance Development and Operations Teams to assess performance gaps and conduct training Needs Analysis to make sure performance is improved.

• Spearheaded the implementation of the line of business as the only Trainer who handled Client Specifics Training.• Supervise class participants in client specifics, including assessing skills and knowledge, monitoring attendance and making recommendations to management and clients.• Facilitates update training classes for the whole account on a weekly basis. • Provide coaching and feedback to peer trainers and trainees as well as assess their performance while in the Training Program• Responsible for developing, preparing, providing and presenting classroom-training programs; measuring and evaluating the training sessions conducted; and planning and implementing training interventions to meet Client targets.• Partner with Operations Management to assess Training Needs and conduct coaching and feedback sessions with Trainees to ensure standards are met.• Responsible for effective administration of Training, including delivery, classroom management, measurement and evaluation of Training sessions; ensure values are integrated in lesson planning and outlining; as well as preparation of Training materials as designed by Lead Trainers.• Certified three Peer Trainers for Client Training Certification• Serve as a Subject Matter Expert (SME) on client information for the Team.• Handled update training classes for the account on a weekly basis.• Provide coaching and feedback through call listening sessions and evaluations