Katie Reeves Email & Phone Number

- Identify and support all service channels and audiences while simultaneously improving customer experience and reducing costs. - Staying abreast of the latest industry advancements in customer service technologies and best practices.- Manage cross-departmental relationships to foster positive change and alignment with project roadmaps and growth strategy to pave the way for system enhancements to accommodate process, product, or policy changes, while maintaining customer integrity, privacy and security. - Design and drive a support model of self-service prioritization with live support available via phone, chat, and email with a marketing liaison for social media support.- Build and execute against an AI strategy to optimize the value of emerging artificial intelligence systems and learning algorithms to create opportunities for automation. - Telephony and CRM administration to facilitate skilling, messaging, prompting, and routing of all forms of member contact. - Oversight of department data, reporting, and quality management programs. - Process optimization and management of Risk Operations, Support Operations, Workforce Management, and Knowledge Management tasks. - Responsible for recruiting, hiring, training, and performance management for Support teams. - Collections department oversight and redesign, transition to cash collections model, implement third-party collections partners for digital and post-charge off work. - Identify and build nearshore relationship for customer service and operational task work.

Sterling, Colorado, United States

- Reviewed, developed, and implemented policies and procedures resulting in a 20% efficiency increase for the Customer Service team.- Managed Outbound and Collections activities, Inbound calls, and emails, ensuring high-quality customer interactions.- Provided oversight of schedules, rotations, timecards, and corrective action, ensuring smooth team operations.- Implemented an audit sampling process, reducing errors by 32% and enhancing quality control measures.- Implemented call flow, customer experience expectations, and procedural changes based on feedback and findings, improving overall customer satisfaction by 10%. - Created metric scorecard to track SLAs, Quality, and AHT, enabling performance monitoring and improvement.- Led the screening, interviewing, hiring, and training of new hires, building a skilled and customer-centric team.- Cultivated a safe, inclusive, and customer-centric team culture, promoting collaboration and excellence.- Managed the customer service teams of both Salary Finance and FinFit during the merger, ensuring a smooth transition and alignment of processes.- Developed plans to merge and grow the joint customer service team, optimizing operational efficiency.

Colorado, United States

- Managed QA, payroll, and corrective action tracking for a team of 8-12 associates across 6 states, ensuring high standards of performance.- Successfully scaled the team from 20 to 50+ associates in 18 months through strategic hiring and internal promotions.- Led the department's transition from Zendesk to Salesforce and oversaw the implementation of a new IVR system, enhancing operational effectiveness.- Acted as the departmental representative for CX Week and other associate events, fostering cross-departmental collaboration and engagement.- Owned change management communications for the customer service department during the ADS/Bread merger, ensuring effective information dissemination.- Created and led the Employee Engagement Committee, resulting in increased employee satisfaction and daily engagement.- Planned and organized special events, both virtual and in-person, fostering a positive team environment.- Developed a Team Lead Dashboard for task tracking, schedules, rotations, and performance metrics, facilitating efficient operations.- Implemented systems and document inventories, onboarding inventory, training schedules, and access management protocols, streamlining processes.- Introduced an email QA program, leading to an 18% reduction in errors and improved customer service quality.- Developed specialist associate scorecards to accurately represent their responsibilities, aiding in performance coaching and evaluation.- Managed budgets and engaged in strategic decision-making to optimize departmental resources.- Administered education stipend program, supporting continuous learning and professional development.

Bread rebranded in March 2022 to become Bread Financial.

Remote

• Completion of new hire training, new leader onboarding, and program-specific up training. All onboarding and training was completed remotely.• Responsible for the creation, maintenance, and growth of a fun committee for customer support, managing the CS engagement budget, daily and weekly activities, launch week events, team building events, creating, ordering, and distributing team swag items.• Creation and maintenance of team lead dashboard, leadership schedules, and other various trackers and macro workbooks.• Managing pay, QA, PTO, leaves of absence, corrective action, and other day to day happenings for a team of up to 12 phone and email (Zendesk) based associates.• Project management for the expansion outside of the Tampa market and initial onboarding of Alliance Data transferring associates.• Owning, updating and facilitating of program-specific uptraining for new associates.• Owning, updating, and creating new QA documents • Writing process documents for knowledge management system (Guru)• Daily interdepartmental communication with Product Support (raising technical issues), Legal and Compliance (resolution of regulatory/legal complaints), KPM (training, WFM, Lessonly/Guru updates), Relationship Managers (resolution of merchant issues) among others.

Jacksonville, Florida Area

• Completion of new hire training November 2019• Trained for two specialty teams in hold to complete/setups and ECOMM, took over leadershipof hold to complete in April and backup on ECOMM• Responsible for 20+ CSR team – coaching, call review, payroll, credit releases, questions, escalations, on-going training• Extensive involvement in internal and external interview and hiring processes• Interdepartmental communications with sales, distribution, AR, AP, materials management,inventory, data management and vendors• Managed the quick transition to working from home due to 2020 Covid-19 situation• Member of 10-person project team to explore permanent work from home solution

Westminster, Colorado

• Supervising a work at home team of Operations Leads (5+)• Responsible for pulling or creating and analyzing a variety of reports for the coaching supervisors or department• Writing and ensuring the delivery of corrective action plans specific to performance, compliance, and attendance for 150+ associates across 5 teams.• Managing pay, PTO, leaves of absence, and other day to day happenings.• Project management for a cross-site collaboration effort in our remote leadership structure

Westminster, Colorado

• Supervising a work at home customer care team based in one any of five home-site locations. • Coaching on metrics - both revenue and customer based - with a primary focus on customer experience and education while balancing the needs of the customer and the business. • Training associates new to the work at home program. • Managing pay, PTO, leaves of absence, and other day to day happenings. • Project management for a cross-site collaboration effort in the work at home environment for our remote leadership group.

Thornton, Co

Driving metrics with the agents assigned to me – AHT, QA, CSAT, Repeats, and Sales – utilizing reporting to keep the team informed of their daily standing, developing their skills through remote monitoring, side-by-side evaluations and by-weekly one-on-one meetings. Also creating reporting for retention metrics for the site.

Primary focus completing tasks and training others on running day-to-day operations of the call center, maintaining acceptable service levels based on current queues and conditions and working with supervisors and management staff to be hitting all metrics as a site. Administrative work with answering e-mails, processing PTO requests, and accuracy of scheduling. Creating and entering training schedules in Aspect, building macros and pivot tables in Excel.

Thornton, Co

Answering customer and technician calls, building new accounts, restarting closed accounts, building upgrade and movers work orders, providing personalized customer service with an emphasis on sales and upselling to fit the customer’s needs.