Kathleen Schroeder Email & Phone Number

Rochester, New York, United States

Rochester, New York

Rochester, New York Area

Culture/Employee Engagement:- Institute and manage cultural activities to improve employee engagement and satisfaction- Develop Recognition programs & opportunities for National Customer Service (18k) and throughout Director Led organizations - Create a culture that is connected personally and professionally through technology and innovation: Employee engagement , recognition and cultural activitiesEvents: - Coordinate of Events: Plan & Organize while adhering to event sponsor, financial and legal requirements - Manage Events in range of 50 - 500 attendees of all levels of the Business. Project Management: - Leading from conception to execution, partnering with cross-functional, interdepartmental stakeholders with end goal of better customer experience and business efficiencies.

Rochester, Ny

Communications-Develop and drive key internal CS communications to drive consistent message-Create new and innovative ways to communicate to the organization-Proactively Review and provide recommendations for communication vehicles ( VZWeb, Pulse, Yammer, Target Visions, Ecards)-Coordination with HQ WFD, Area Communication Teams, HQ PR, Legal -Interface with Operations/Strategy regarding internal communication needs for all CS Organizations regarding programs, processes & requirements-Ensure flawless device and pricing launches. Identifying any gaps well in advance of launch and support GTM Command Center-Support of Communication Queue: VZ Web, Alerts, Campaigns, Graphics, Surveys General Project Management -Proactively manage projects & seek opportunities to positively impact key company priorities -Develop action plan to effectively track & monitor project progress -Proactively provide leadership project updates in a timely manner -Appropriately escalate/communicate key updates/impacts/issues -Renegotiate deadlines with appropriate leadership if not able to meet deliverables for current projects

Rochester, New York Area

Responsibilities:-Identify creative solutions to disseminate Customer Critical information to all NEA employees. (Customer Service, Retail, Indirect, Telesales/CMO, CFS, B2B, )-Manage and develop a team of professional Supervisors/Consultants (Communications, Systems and graphics) to meet and exceed performance standards as well as direct employee development. -Develop & maintain strong partnership within all Key Departments.-Initiate a strong feedback process to engaged internal/external customer feedback to drive proactive change and strategy for continuous improvements.-Own and drive project management as a SME for the Area: AOL, Business Simplification, VZW 2.0,Accomplishments:-Successful transition from CS Communications to a holistic approach to all channels in the NEA.-Reduced email distributed by 39% in 2009. -Partnered with and continue to work as a liaison for all channels at the Regional, Area and HQ level. -Developed a strong presence for graphic solution in Area to help reduce external costs for logo’s, banners, posters etc. -Successfully answer yearly average of 6500 questions in a timely manner from internal customers on policy/procedures-Utilize Opinio to stay close to the front line employee’s for feedback.-NEA Tireless Wireless Award for contributions on employee contests and product launches. (Sweet Incentives, Future of Education-Empowering NEA Employees)

Rochester, Ny

Responsibilities:-Project implementation and Continuous Improvement Support for Customer Service. -Create Project plans, schedules, track objectives to ensure deliverables are within realistic time frame and identify Risk analysis-Aid in the development and education of Customer Service pre and post project launch to improve job performance and enhance the Quality of Customer Service.-Collaboration with operations and marketing departments to reduce costs, increase efficiency and revenue within the customer service department. Primary focus on communications for policy and procedural changes to support the customer service channel while working on larger scale projects as a subject matter expert representing customer facing employees. Accomplishments:-Established relationships with Key Departmental partners to successfully launch large projects within Customer service: Local Number Portability, EZ Move, Assumption of Liability, One Vision and M&P Simplification. -Development of communications strategies, focus groups to drive awareness to Key initiatives and projects. -Leadership Award: for dedication and commitment to Superior Service- Director, Customer First Interview for LNP Support.

Rochester, New York Area

Consultant of CS Projects: M&P Communication/ProjectsResponsibilities:- Create, develop and implement methods & procedures documentation that involves or affects Customer Service.- Responsible to post regional M&P’s to Informational Data Base.- Act as Point of Contact Lead for designated small projects.Accomplishments:- Wrote, gained legal approval and posted Methods and Procedures to by utilized by all NEA CS Teams.-NEA POC for successful launches and projects: EZ Move, Email Capture, MEID, Tax SME etc. - UPNY Employee of the Month, earned for contribution of employee engagement and sense of urgencyBusiness Owner of ConversionResponsibilities:-Integral part of the success of converting all of customer relations from Virtuoso to the I2K Billing System.-Coordinated training schedule between appropriate departments to effectively produce trained employee percentage for each conversion date.-Assisted in training I2K system procedures for customer service.Accomplishments:-Created, implemented and trained New I2K Methods and Procedures due to Conversion -Developed an employee floor escalation process for representative support at launch. -Successfully launched and maintained a central site for all Conversion information: Policies, Billing issues/system related tickets. -Regional Awards for successful conversion to I2K.

Rochester, New York Area

Responsibilities:-Provide guidance for Career Path and Development for Team of 18-20 employees -Assist with customer escalations, track trends. -Create and deliver Performance agreements to ensure representatives understand and deliver on all objectives. Accomplishments:-Perform monthly audits on employees’ adjustments, call coaches to ensure that our customers are getting premier service on every call. -Successfully developed and promoted team members to Supervisor or other departmental transfers. -Assisted in hiring process for all customer service representative level entry position.

Rochester, New York Area

Responsibilities: - Actively listen to each customer with patience and courtesy.- Troubleshooting and problem-solving skills to come up with solutions.- great communication skills to resolve customer's device, billing and service concerns.- Excite customers about how new solutions can positively impact their lives.- Build customer relationships-earn their loyalty and trust by being polite and helpful.- Overall: Problem-solver, salesperson, device technician, billing expert and One of a Kind Customer Experience Solution provider.

Bachelor’S Degree, Business Administration And Management, General

Associate’S Degree, Business Administration And Management, General

Education record

Education record