Kathryn Place Email & Phone Number

Hartford, Connecticut Area

• Manage, lead, and engage a team of up to 15 Customer Care Advisors to meet KPI targets and give each consumer a Fun, Knowledgeable, Reliable and Engaging experience.• Coach Advisors to identify and remove barriers to performance• Analyze performance data and consumer contacts to identify team and department performance trends.• Develop Advisor skills and competencies to support career goals using the Individual Development Program.• Development support resulted in five Advisors gaining Professional level positions and two Advisors gaining a Lead Professional level position.• Execute HR initiatives (PMP, PRP, Merit, and Pulse).• Collaborate with Business Operations Team to ensure alignment in performance management and team leadership

Enfield, Connecticut

• Watched incoming contact volumes to make real time decisions about work force allocation.• Monitored Advisors’ workflow and gave direct feedback if it was negatively affecting our consumers.• Acted as the lone supervisor on weekends.• Resolved escalated consumer contacts.

Bachelor'S Degree, Human Resources Management And Services

Associate'S Degree, General Studies