Kiley Eisenmann Email & Phone Number

Marion, Iowa, United States

Lead a team of 18 customer support associates. Responsible for operational effectiveness, customer engagement, and call review and coaching. Leading through change.

Marion, Ia

Marion, Ia

•Understands, practices and exemplifies the values and behaviors of the Dynamic Organization.•Supervises, monitors and trains staff in both inbound and outbound calling activities.•Performs full scope of talent management and development activities, including all aspects of the performance management process, performance and behavior assessment, feedback, coaching, career planning and guidance, corrective action and training.•Monitors daily team and queue performance, understands the impacts to the business and takes appropriate action.•Troubleshoots appropriate level of wireless technical issues and is able to teach a team to do the same.•Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates.•Assists in establishing standards for quality and performance and monitors these. Recommending and implementing changes when necessary.•Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry. •Analyzes information to develop projects and plans to accommodate future growth.•Interprets data analysis including statistics and trends for the team's performance. •Communicates, interprets and ensures compliance with USCC policies, procedures and goals as they apply to area of supervision.•Assists in other tasks or projects as assigned.

Cedar Rapids, Iowa Area

Refined current replenishment plan to maximize capacity and product availability for customers and RWC’s.Organized stock room and sales floor to ensure proper execution for monthly inventory.Identified an opportunity with the battery swap program in store and have worked through education and execution with store staff to take monthly results from 24% loss to 3% in the following months.Developed self in becoming an RWC resource by exploring available aids and materials and working on new ways of communicating information to encompass all learning styles.Continuing efforts in my personal development in peer coaching and team building through open and honest communication with identified opportunities.2001 2nd Quarter recipient of the Director’s Club Award.

Secured and developed business with new customer resulting in a monthly gross revenue increase of $115,000.Handled multiple requests from customers and third parties with location updates, service needs and potential failures.Ability to determine customers’ needs and expectations through effective listening and deductive reasoning.Positive communication through phone and email.Proven track record to give more bargaining power for service excellence and dependability enabling to secure higher rates with 3PL and existing noncontract customers.Secured freight with current customer and 3PL logistics companies.Assigned loads based on lane profitability and driver’s needs.Minimization of dead head miles through securing freight to meet company’s expectations 10% or less.Recognizing potential service failures and developing and action plan to meet customers’ expectations through relay or equipment option

Cedar Rapids, Iowa Area

Handled multiple requests from customers and third parties with location updates, service needs and potential failures.Ability to determine customers’ needs and expectations through effective listening and deductive reasoning.Positive communication through phone and email.Proven track record to give more bargaining power for service excellence and dependability enabling to secure higher rates with 3PL and existing noncontract customers.Secured freight with current customer and 3PL logistics companies.Assigned loads based on lane profitability and driver’s needs.Minimization of dead head miles through securing freight to meet company’s expectations 10% or less.Recognizing potential service failures and developing and action plan to meet customers’ expectations through relay or equipment option

Cedar Rapids, Iowa Area

Managed all aspects of an over the road truck driver and equipment.Dispatching of freight to team and solo drivers via phone and QUALCOMM communication.Conflict resolution and problem solving resulting from a team driving environment.Coordinated all scheduling needs and concerns through effective communication with freight planning.Honored with Team drivers of the year and Lead Driver of the quarter within first 6 months of employment.Trained all new hire fleet managers on job functions and company and driver expectations.Solid computer skills enabling accurate information to planning and customer service via in house computer systems.

Coralville, Ia

Coralville, Ia

Managed all aspects of day-to-day operations of Coldwater Creek retail stores:Customer service and store presentation expectations.Employee hiring, training, and development.

Williamsburg, Ia

Managed all aspects of day-to-day operations of Old Navy and Banana Republic retail stores:Customer service and store presentation expectations.Employee hiring, training, and development.Increased store business volume by 15% within the first year.Increased customer conversation and credit card conversion to district highs.Opened new store and ran district in district manager role.Multi directional communication within home store and other district partners

Iowa City, Iowa Area