Roslyn Knipp Email & Phone Number

Chicago, Il, Us

Greater Chicago Area

● Oversees operations and staff of 19 agents to meet optimal KPI’s of a of multichannel blended contact center. ● Instrumental in leading frontline support to provide credible, accurate information to protect patients and dental health care personnel during the COVID pandemic.● Developed and implemented work from home training, processes and policies.● Collaboration with 16 Divisions to establish tiered service delivery models and support various member programs.● Initiates, maintains and supports outbound campaigns, serving as a lead contributor of strategic retention and recruitment opportunities, currently at a 31.7% conversion rate. ● Performs daily agent coaching, skills development recognition, and facilitates weekly emerging issues meetings.● Daily monitoring of agent adherence, service level reports, key performance indicators and workload queues.● Identifies and captures customer feedback, proactively addressing any functional barriers in order to revise policies as needed to positively impact retention strategies.

Chicago, Illinois, United States

● Exceptional customer support to 163,000+ member Dentists in a blended contact center, handling 50-60 inbound calls per day, detailed documentation of all interactions with a 99-100% productivity average.● Executed professional sales through in-depth product knowledge and cross-selling, contributing to an $88,815 weekly average of non-dues revenue.● Completed outbound campaigns including member welcome calls, CAQH credentialing, disaster relief, membership retention and renewal pilots, averaging 50-60 outbound calls daily to over 48 states with a 24-25% conversion rate.● Support and development of ADA’s Find-a-Dentist tool, connecting patients to member dentists with over 8 million yearly visits.

Northfield, Illinois, United States

● Resolved escalated FDA regulatory compliance issues for our Member Pathologists, Specialty Committees, and laboratory customer base, liaison for Kaiser Permanente laboratory network in Hawaii.● Utilized problem solving and independent judgment to relay accurate technical information for proficiency testing troubleshooting.● Extensive knowledge of over 700 proficiency testing programs across 16 disciplines.

Edinburgh, Scotland, United Kingdom

Ensured the smooth day-to-day operation of fast paced restaurants, cafes, and wedding reception at Edinburgh Zoo: Edinburgh’s 2nd top tourist attraction.

Stirling, Scotland, United Kingdom

Promoted to front of house and responsible for closing register and balancing accounts. Worked at all University restaurants and cafe stations. Supported team of chefs for black tie events.

A summer internship, I was responsible for the research, testing and improvement of the Barnes Maze for mice, contributing to a published scientific paper on NF-κB (a protein complex that controls DNA transcription) and it’s effects on memory.

B.A. (Hons), Psychology And Film & Media

Activities and Societies: Alter Ego weekly DJ at the Student Union (2007-2008); AIR 3 Treasurer (2008-2009); Radio Presenter (2007-2010).

High School Diploma, Double Honors Program

Activities and Societies: Dean's List (2002-2004); Photography Club (2003); Concert Band (2002-2006); Marching Band (2002-2006); Jazz Band.

College Bridge Program, Western Civilization