Kathy O'Connell Email & Phone Number

Media, Pa

Trainer, Customer Service Supervisor:Developed training for the PECO and BGE AMI meter upgrade projects. Training included technical, utility specific training, as well as soft skills training to improve customer interactionsResponsible for developing and delivering training to both current employees and newly hired employees and contractorsPromoted to Customer Service Supervisor after 6 months. Supervised employees and contractors answering customer calls for both BGE and PECO AMI meter upgrade projects and multiple other gas, electric and water meter upgrade projectsDeveloped call volume forecast for PECO AMI project to meet staffing and service level goals

Greater Philadelphia Area

Professional Specialties: First Time Home Buyers * Sellers Representative * Special Needs of Downsizing Clients * Certified Relocation Specialist * Cartus USAA/Affinity Specialist * Cartus Network Marketing Specialist * Cartus Network Referral Specialist * Cartus Network Inventory SpecialistAwards/Achievements: Chairman's Circle * Multi-Million Dollar Producer * Platform to Professionalism Certification * Coldwell Banker International Achievers Society * 5 Star Referral Leader Award * Mentor Associate Award * Media Top Agent Units Listed 9/2010; Media Top Agent Units Sold 11/2010 & 2/2011

Greater Philadelphia Area

Responsibilities: Responded to correspondence and phone calls from members and customers;Responsible for billing, payroll, expenses and associated documentation required for 501(c)(3)Developed project plan for focus groups for educational video creation and distribution;Created and maintained inventory and member mailing lists data base

2301 Market Street, Philadelphia, Pa

Customer Operations Supervisor (1991-2001)Managed 3 Branch Offices, cashiers and in person Customer Representatives while reducing cashiers’ error rates by 57% and improving customer satisfaction survey results to 98%.Supervised Customer Service telephone representatives, improving call answer rate by 35% and decreasing average call handle time by 1.2 minutes per call. Utilized telephone observations to improve customer satisfaction survey resultsResource Management Lead Supervisor, responsible for new Call Centers start up, forecast. staffing plan, training, and back office work completionProject Lead for Call Center Customer Choice Pilot start up, delivering staffing, network operation, telecommunications systems and call center processes and trained consultants ahead of schedule and on budget (Received Chairman's Award)