Ken Castleberry Email & Phone Number

Charlotte, North Carolina, United States

Provides end to end strategic business consulting, product solutions, and relationship management with key client within the assigned vertical/strategic account. Evaluates and leverages global client performance trends to meet and exceed client expectations through the coordination of resources across multiple internal departments. Oversight and responsibility for all aspects of relationship development and cultivating new business opportunities.

Charlotte, North Carolina, United States

Waste Pro is a trash and recycling service provider. Provided customer service strategy which included call handling, process and procedures, new hire and on-going training, municipal contract service management, issue management, technology support, etc.

Charlotte, North Carolina Area

Republic Services is the second largest provider of non-hazardous solid waste collection, transfer, disposal, recycling, and energy services in the United States. Focused on standardization of technologies, processes and productivity across the company. Developed and focused on tactical and strategic initiatives to improve the customer experience and service delivery nationally. Successfully implemented proof of concept business model for national strategy to consolidate customer service from divisional offices to multi district location. Proof of concept led to multi region customer service locations. Provided customer experience expertise from corporate perspective. Assisted in design, implementation and improvement of call centers. Developed and maintained various aspects of reporting and analysis of customer service metrics, activities and initiatives. Responsible for team of Customer experience liaisons who owned the relationship and problem resolutions issues/activity between the field and the customer service sites. Systems/Applications: Salesforce.com, AS400, Calabrio, Medallia

Harland provided check printing and financial services to financial institutions. Managed inbound and outbound customer care center with a focus on sales and revenue generation. Developed and implemented strategies that supported customer care initiatives which included improving revenue and service level attainment. Implemented programs to improve quality and the customer experience. Accountable for managing call center expenses.

Company provided reservation and housekeeping tools to the hotel industry. Responsible for the development of call center processes and procedures to support existing application that consisted of a SQL based Front Desk application for more than 120 hotel properties.

Various roles throughout tenure with telecommunications company. Last position was Director of Customer Service. Leveraged call center expertise to outsource call center capabilities to Fortune 500 clients. Managed inbound sales and service with more than 750 individuals. Responsible for the overall operation of the customer service center which included responsibility for sales and service, operations, training, quality management, budget planning, recognition/incentives and call planning/scheduling.

Bs, Bus Adm

Activities and Societies: Kappa Alpha Psi (Vice President), Panhellenic Council President, Junior Class President

Certification, Lean Six Sigma