Kawaski L. Temple Email & Phone Number

Richmond, Va, Us

Richmond, Va, Us

Richmond, Virginia, United States

Atlanta, Georgia, United States

Accountable for the continuous delivery of timely, comprehensive and accurate information for assigned markets/region whilst providing clients with the highest standard of customer service. Responsible for all data, research activity and relationships while understanding market drivers to ensure continuous improvement of data, relationships, revenue and retention. Supports and coaches associates in the pursuit of research excellence by providing guidance, sharing knowledge, best practice and solutions. Development of team members through clear communication, regular coaching, constructive feedback and effective talent management. Prepared quarterly action plans outlining planned improvements in data coverage/depth, relationships and talent management initiatives. Coordinated and managed the workload and activity of team members to ensure maximum productivity, efficiency and performance is achieved. Coach, mentor and develop team members through the continuous management of Individual Development Plans (IDP) tailored to individual skill, competency and career development. • Obtained 107% of departmental goal by working with cross-functional teams to conduct research, develop company analytics and drive marketing strategies• Increased team productivity by 20% through coordination & execution of project plans while investigating informational resources of the assigned market/region to ensure all possible data sources are researched, information is captured, input and published in a timely manner and to the highest quality standards.• Conducts market/regional audits to ensure real time data is being used by clients to make investment decisions.• Oversees the preparation of comprehensive market reports on a quarterly basis

Atlanta, Georgia, United States

Led and directed multiple teams towards individual, team and company-wide performance, data capture and quality goals. Accountable for driving team productivity, data collection, and accuracy to peak performance levels with an emphasis on continuous improvement thru clear communication, regular coaching/development, constructive feedback and effective talent management. Subject matter expert and point of contact for clients and prospects regarding company research methodology and products. Responsible for call center recruiting function thru selection, hiring and training of new staff to build productive and efficient teams.• Achieved and maintained data quality average of 95% (based on minimum passing score of 89.5%), by conducting regular call evaluations, coaching, training and mentoring sessions, leading to meaningful telephone interactions, relationship building, effective questioning, listening, probing and sharing of information • Five researchers promoted by coordinating, managing, on boarding, developing & retaining team of 20 plus Researchers• Promotion to Research/Resolution Manager awarded due to exception work quality and team performance.

Greater Atlanta Area

Utilized Lean and Six Sigma tools to manage process development/improvement, analysis and implementation of policy and procedures with regard to customer satisfaction and cost efficiency in financial and insurance industry processes for multiple clients and internal stakeholders. Led, developed, and mentored 50+ on site and virtual associates in a contact/call center environment for multiple cross functional teams. Provided regular and ad-hoc reporting, coordinated data processing workflow for client customer base and prepared and facilitated regular client facing audit business reviews to ensure client standards and business improvements were implemented on a daily, weekly and monthly basis. , resolving all internal and client issues. Created Process Maps to outline and implement processes to comply with OCC regulation audit.• Outperformed previous fiscal year’s direct labor cost target by 8.6%. Increased production 30% by streamlining client processes to reduce redundancies, conducting regulatory audits of production output and creating/employing procedural changes as needed.• Increased data processing time from 20 customer accounts per hour to 26, as well as decreasing process cost per account 39% from $3.26 to $1.98 processing cost per document by restructuring roles and responsibilities, cross-training, performing workforce management and leveraging process improvement methodologies to ensure SLA compliance.• Reduced defects in processing, increasing company quality standards from 95.76% to 99.59% by developing and implementing production improvement plan, focused quality reviews, extensive process audit, training teams and standardizing process procedures. • Lowered department attrition rate from 40% to 5% during tenure, by creating and executing self-development programs and associate engagement initiatives.

Georgia

Directed sales, operations, and marketing for the Retail channel. Compiled business data for financial and cause and effect analysis. Hired, scheduled, trained, and managed performance of direct reports, providing prompt and objective coaching and mentoring. Responsible for developing and maintaining client financial and investment relationships for multiple locations while minimizing risk. Prepared and facilitated regular client facing audit business reviews.• Surpassed branch revenue expectations to 110% of goal by creating and applying coaching and training initiatives and increasing brand presence in the community.• Maintained customer satisfaction scores from 95% to 100% in multiple centers (based on minimum passing score of 91%), improving customer service levels through process standardization, implementation and monitoring of key metrics.• Consolidated largest banking center resources and staff into 2 centers, reducing operational cost $2 million by utilizing Lean and Six Sigma methodologies.

Georgia

Oversaw sales and operations of multi-million dollar retail location. Executed employee development using various coaching methodologies. Supervised all store operations, including inventory management, key operating indicators and cash management. Maintained a strong focus on delivering outstanding customer service within community including driving 100% customer satisfaction, B2B events and workshops, hosting community events, and promoting community service and volunteer efforts while communicating with client and internal stakeholders.• Increased market run rate of home solution products and services 200% by creating and deploying associate development programs, remote education programs in the market for consumers, and utilization of data analysis of current market/territory for opportunities to increase market share.• Decreased customer service times 30% by developing and implementing performance improvement plans, team development and standardizing customer/client transactional procedures.• Selected by VP for Georgia Senior Leadership Development Program for exceptional performance in reducing product and service return rates and increasing market revenue through process standardization/implementation and monitoring of key metrics.

Georgia & South Carolina

Executed delivering sales, technical product and systems training to 700+ market retail employees and senior leadership to increase APRU growth of product revenue and implement business improvement procedures. Extensive travel and self-management required to set up and deliver classroom presentations, create daily, weekly, monthly and quarterly data analysis reporting, and project implementation to coordinate in-store education/training and lead market initiatives. Prepared and lead business review calls and face to face meetings or internal stakeholders.• Increased market revenue 20% by creating process improvements for cross functional teams while driving behavior/culture change and training of full portfolio of services.• Reduced product and service return rate from 20% to 5% by creating and managing ongoing vendor product training for all locations.• Achieved #1 ranking in Southeast market for smartphone and home solution product revenue by developing/managing effective working relationships with external vendors/manufacturers, increasing market share.

Georgia & South Carolina

Led and developed associates using classroom training, scheduled and ad-hoc reporting, one-on-one coaching/development, documented observation of real world interactions and transactions with customers/clients. Led APRU growth of product revenue attainment by implementing sales techniques and 'best practices' to meet and exceed company and market goals for product sales and attachments. Executed technical product and systems training to 700+ market retail employees and senior leadership. Prepared and lead business review calls and face to face meetings or internal stakeholders.• Eliminated customer escalations 50% by creating and defining project plans, streaming associate transaction processes and standardizing escalation procedures.• Increased ARPU 33% by initiating marketing campaigns and special events in conjunction with product launches and educational training for consumers and associates.• Orchestrated system and product training for 3G network deployment and network supported products in company portfolio (e.g. the introduction of smartphones in the market place including the first iPhone).