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A proven Contact Center and Marketing operational leader with a record of driving strategic programs, delivering complicated technology projects, finding operational efficiencies and creating high performing teams. Selected for Company's Top 30 leadership program multiple years, winner of Excellence in Service and led several Company Transformation teams.
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Vice President - Contact Center TechnologyGrand Circle Corporation Sep 2015 - Apr 2016Greater Boston AreaEnsure technology is functional & meets current business needs for 200+ Contact Center agents- Increased profitability $1M annually by implementing, RightRez, an automated air reservation system allowing air calls to be handled at point of sale-Managed routing changes within the telephony system to decrease wait time by 15% to top customers -
Vice President Marketing OperationsGrand Circle Corporation Dec 2013 - Sep 2015Greater Boston AreaLed a department of 20 including 6 teams; Email Marketing, Campaign Management, Web Content, Circulation, Marketing Analytics, and Customer Experience. - Implemented Adobe Campaign, a cross-channel marketing platform, including a personalized communication strategy based on customer lifecycle that drove $6M in growth year 1- Drove digital goals by identifying opportunities to improve household contact strategy through monitoring business rules, contact coverage and email/mail performance to achieve operating metrics
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Director Contact Center Operations Tools, Technology & CommunicationGrand Circle Travel Jun 2008 - Dec 2013Greater Boston AreaLed a department of 30 including 5 teams; Technology, Training, Call Quality, Help Group and Communications- Created a new team responsible for communicating and maintaining all company policies, procedures and product information to 200+ Contact Center agents. Associate product knowledge increased from 60% to 79% and policy knowledge increased from 73% to 82% year 1- Implemented Aspect, a new telephony platform, to 200+ agents- Reduced Help Group average handle time by 20% while maintaining a 90% excellence rating.- Led cross department crisis team through several World Events impacting Customer trips- Partnered with Marketing to reduce Marketing errors from 30% to 10% over an 8 month period
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Director Of Customer Relationship ManagementGrand Circle Corporation Feb 2006 - Jun 2008Boston, Massachusetts, United StatesDecision maker for CRM tool- Increase Net Profit by $3.5M by acquiring a new customer relationship tool (Onyx) for 200+ agents; this included vendor selection, requirements gathering, testing, Quality Assurance, user adoption and post release changes
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Business Process EngineerGrand Circle Corporation Jun 2004 - Feb 2006Greater Boston AreaBusiness Analyst for technology projects within Contact Center- Contributed to $22M net profit increase by producing business requirements and testing for 4 major projects; reservation system re-write, invoice redesign, automation of emails and fulfillment package
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Sales SupervisorGrand Circle Corporation Jun 2000 - Jun 2004Greater Boston Area- Coached and motivated team of 12 to achieve Individual goals while adhering to company policies and procedures- Team sales conversion rates increased by an average of 8% year over year- Partnered with management in Finance, Operations, Marketing, and Circulation to resolve booking barriers
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Sales AgentGrand Circle Corporation Jun 1998 - Jun 2000Greater Boston Area- Achieved $10 million annual sales volume, 15% over goal- Provided high level of customer service while maintaining top sales volume and conversion
Sue Kline Skills
Sue Kline Education Details
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Management
Frequently Asked Questions about Sue Kline
What is Sue Kline's role at the current company?
Sue Kline's current role is Experienced Operational leader with a record of driving and delivering strategic programs seeking a new position..
What is Sue Kline's email address?
Sue Kline's email address is sk****@****ium.org
What is Sue Kline's direct phone number?
Sue Kline's direct phone number is +161734*****
What schools did Sue Kline attend?
Sue Kline attended Ithaca College.
What skills is Sue Kline known for?
Sue Kline has skills like Sales, Call Centers, Management, Customer Service, Operations Management, Marketing Strategy, Tourism, Call Center, Customer Satisfaction, Salesforce.com, E Commerce, Process Improvement.
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