Kerry Collins Email & Phone Number

Remote

Issaquah, Washington

Kirkland, Washington

Personnel Management: Managing 3 direct reports (Analysts/individual contributors/salaried). Completely responsible for defining and managing all KPIs and performance metrics. Forecasting: 100% responsible for forecasting contact volume for 4 different business lines. Managing both long-term (13-month) and short-term (1-month) operational forecasts..

Bellevue, WA

Bellevue, Washington

• Accessibility Management: Made process documents shorter and easier to navigate by removing common tasks and replacing the sections to link to new stand-alone process documents. Reduced time an outsourced provider.
• Operations Management: Worked with Sales Operation Team to migrate all refund requests from an email form to a SharePoint form. Notably helped Retail Sales Team track refund requests. Processing team had improved.
• Cross-Team Communication: Re-established a formal communication for process updates and weekly summaries. Ensured Financial Operations Team had access to accurate, real-time data.
• Customer Experience Process Improvement: Worked with Pay-as-you-Go customer service to reduce number of declined refund forms by approx. 75%.
• Customer Service Process Improvement: Created new process to provide a quicker refund for certain overpayments on closed accounts. Notably improved customer experience in driving faster refunds. Ensured more accurate.
• Vendor Management: Provided business support through resolution of customer and Business Process Outsourcer (BPO) escalated issues. Served as the POC for Cash Application related items. Improved quality of.

Issaquah, WA

• Content Development: Documented and created all content for Surface Forum Moderators. Ensured all teams utilized consistent process for moderating key forums. Wrote Visual Knowledge Book articles, Live Writer to.
• Process Development: Created new process documents for Microsoft BAND release for Contact Centers. Notably improved knowledge base for front-line customer service personnel.
• Cross-Team Communication: Facilitated weekly meetings to review requests for new content. Worked with supportability team to find solutions to emerging issues with the Surface Device. Resolved customer issues reported.
• Process Improvement: As part of Service Delivery Team, created new process and policy articles for agents supporting the Surface Tablet. Updated process and policy documents. Updated Agent Blog with the new information.
• CRM Utilization: Used Microsoft Dynamics CRM to manage cases.
• Self-Directed: Worked with minimal supervision to create, update, and publish new content.

Redmond, WA

• Microsoft Liaison/Account Management: Administrator for LMS for Microsoft Human Resources Department. Liaison with Microsoft Program Manager. Managed registrations and waiting lists. Resolved escalations from Microsoft.
• SOP Development: Created Standard Operating Procedures for the Manager role using OneNote.
• Process Improvement: Streamlined process for creating classes in the Learning Management System (LMS) and booking classrooms on a quarterly basis by migrating the Information to a SharePoint site. This allowed the team.
• Personnel Evaluation: Interviewed several candidates for open position on team.
• Quality Assurance: Established formal post-mortem review of the quarterly creating and loading of classes on LMS with Microsoft and other teams.
• SOW Management: Created and appended invoices for instructors according to Microsoft SOW.

Bellevue, WA

• Process Improvement: Converting Rebate Representatives to Rebate Care made it possible to lower the average weekly rebate credits from over $120K to $100. Identified change process for rebates. Reduced credits and.
• Call Center Launch Management: Launched 5 domestic and international call centers. Spearheaded launch of multiple onshore, near shore, and offshore Service Partner Call Centers managing four lines of business with an.
• Vendor Management: Worked closely with vendors to establish cohesive business relations and drive compliance. Conducted dozens of vendor site audits (quarterly/annual). Partnered with multiple business lines to deliver.
• Customer Experience Improvement: Worked with sites to lower Call Resolution Time (CRT). Notably improved customer experience and reduced costs. Reduced average call by approx. 100 seconds. Reduced hold and wrap time.
• Operations Management: Conducted daily phone meetings to discuss prior day’s statistics and review action items to ensure final resolution. Monitored real­time Key Performance Indicators (KPIs) to identify areas of.
• Personnel Management: Managed staffing levels, show rates, and occupancy.

Bellevue, WA

• Project Leadership & Cross-Business Unit Communication: As Project Leader, teamed with multiple groups—Customer Delivery, National Customer Service Quality, Program Management, Finance, Fraud, Legal, Marketing, Sales.
• Call Center Management: Managed new site launch and site conversions, site closures, and other national initiatives.
• Launch Management: Provided launch support and launched a fully functional call center by myself.
• Compliance Management: Call Center’s Point of Contact (POC) to monitor compliance with policy and procedures. Served as subject matter expert (SME) for functional areas. Defined road maps, workbooks, tactical action.
• Continuous Improvement: Piloted Focus Groups to integrate process enhancements. Tracked and formatted rollout issues and managed continuous improvement.
• Resource Allocation: Coordinated Service Partner resources to steer new system releases and upgrades.

Issaquah

• Call Center Launch Management: Launched Resource Planning Desks at 2 new call centers.
• Scheduling System Implementation Management: Managed implementation of Blue Pumpkin (scheduling software). Played key role in creating and integrating effective scheduling program. Developed new scheduling procedures.
• Training Coordination: Coordinated staff training and oversaw team meetings for 3 Customer Contact Centers.
• Scheduling & Forecasting: Created monthly schedules and updated short ­term forecast.