Kimberley Norman Email and Phone Number

Responsible for leading and coaching a team of approximately 22 - 25 Associates in a Business sales and Service Call Center environment. - Identifies performance and training needs, provides support, recognition and performance appraisals. - Communicate and work effectively with the Union. - Responsible for implementing formal documented development programs and measuring performance during and after coaching sessions. - Create a positive work environment by motivating, recognizing and engaging employees through proper communication and equitable application of corporate, departmental and office policies and practices. - Conducts individualized coaching and feedback sessions to stress the sales and service process. - Consistently achieve desired business results by taking personal accountability, effectively organizing and planning work, setting priorities, and executing ambitious action plans. - Using innovative and creative thinking to get desired result-part of 2 VLSS teams

Coordinates and monitors all office customer contacts that are sent to service assistants. This includes the administration of the SA referral/follow-up database. -Coordinates and monitors all office Trouble Shooter activities such as administration of the Trouble Shooter database for commitments and follow-ups -Coordinates and monitors all Save queue functions which includes database tracking and results assessment. -Oversees all offline functions such as typist-marketing support-and engineering liaisons. -Conducts data analysis on all Customer Contacts including root cause corrective action proposals. -Responsible for all office high level escalations which includes complete resolution and follow-up. -Conducts data analysis on all offline functions and provides recommendations for performance improvements. -Conducts observations on all employees to ensure performance standards are met and the office meets compliance standards. -Oversees all office software/systems functions which includes being the point of contact for all request approvals. -Supervisors the office clerical team which supports all office functions including schedules-office supplies-force requirements and office administration.

Lead Sales Specialist for Northeast Business regionFacilitation manager for the Patchogue BSBC includes but not limited to creating a plan for all launches, making sure all training is done and completed on time, liaison for all visitors coming to PatchogueBackup to administrative manager which includes reporting all absences, disabilities, payroll and union grievancesConducted training classesActively plan, anticipate and manage an aggressive plan to close sales gap including center, team and individual unit performanceShare relevant information in a timely manner up, down and across the organizationEnsure established quality standards are adhered toCreate, Track, Measure and Communicate Results for center sales spurtsParticipate in Sales/Quality Calibration SessionsConduct Remote and Side by Side Observations and Complete Observation Template