Ken Hatfield Email & Phone Number

Inclusion with SPED math students

Cookeville, Tennessee

Cookeville, Tn

Responsible for testing of new marketing products and follow up on running campaigns by monitoring inbound and out bound calls. Also assisting in both sales and client care as call volume dictates.

National Call Center In Cookeville, Tn

Began as an entry level supervisor and was quickly promoted to Management position. Responsibilities included resolving escalated inbound customer/consumer calls, managing 60+ supervisors and agents, analytical review of call arrival patterns to adjust operations to meet Key Performance Indicator's, and prepared reporting for executive team on daily progress.

Began as an entry level supervisor and was quickly promoted to Management position. Responsibilities included resolving escalated inbound customer/consumer calls, managing 60+ supervisors and agents, analytical review of call arrival patterns to adjust operations to meet Key Performance Indicator's, and prepared reporting for executive team on daily progress.Accomplished transitioning all order management functions from New Orleans to the new call center location in… Show more Began as an entry level supervisor and was quickly promoted to Management position. Responsibilities included resolving escalated inbound customer/consumer calls, managing 60+ supervisors and agents, analytical review of call arrival patterns to adjust operations to meet Key Performance Indicator's, and prepared reporting for executive team on daily progress.Accomplished transitioning all order management functions from New Orleans to the new call center location in Cookeville.Reduction in held orders from $2m to an average of $17kRestructured functional area to improve performance which moved the center from 93% call handle rate to 98% call handle rate.Trained and developed associate managers and team leads.Trained and received Call Center Manager Certification. Show less

Began as an entry level call center associate and moved to a help desk supervisor. Main emphasis as a supervisor was assisting associates and customers on the website.Improved website usage by 43% thus decreasing call center call volume and improved cost controlsDeveloped and implemented training presentations for Service Center Directors, Field Staff, etc. in regards to Help Desk functions and support capabilities.

Owner of a restaurant/fuel center and was totally responsible for all aspects of the operation.Built and maintained a strong customer base by providing exemplary customer service.Wrote and performed own radio commercialsBuilt a strong rapport within the community by being very active in civic activities.

Began as an entry level clerk and held several positions as I moved through the different departments. In 1982 began management career as an entry level Assistant Manager. Quickly moved to Assistant Manager II, Tech Support covering 23 retail stores, and final position was a Store Manager of a multimillion dollar operation. Responsibilities included but not limited to hiring, retention, cost control, inventory control, customer service, community services, branding representation (each… Show more Began as an entry level clerk and held several positions as I moved through the different departments. In 1982 began management career as an entry level Assistant Manager. Quickly moved to Assistant Manager II, Tech Support covering 23 retail stores, and final position was a Store Manager of a multimillion dollar operation. Responsibilities included but not limited to hiring, retention, cost control, inventory control, customer service, community services, branding representation (each community where I worked I was the Kroger representative), Union cooperation and upholding company policies and procedures. Show less