Annette Kohl
Walker
Summary
Seasoned professional specializing in contact center operations with focus on driving performance, enhancing customer service and achieving business objectives. Strong leadership skills have been utilized to build high-performing teams, streamline processes and implement innovative strategies for improved efficiency. Demonstrated ability to influence change and deliver significant operational improvements whilst maintaining a positive work environment.
Overview
14
14
years of professional experience
Work History
Safelite Auto Glass
Walker
05.2016 - 10.2020
- Evaluated new technologies that could be used to enhance the customer experience.
- Conducted regular performance reviews of contact center staff to evaluate progress towards goals.
- Collaborated with IT teams on system upgrades or changes related to the contact center environment.
- Maintained an up-to-date knowledge of industry trends so that appropriate adjustments can be made within the organization.
- Provided coaching and guidance to team members on customer service best practices.
- Monitored call volume trends in order to forecast staffing needs and optimize resources.
- Managed daily activities of the contact center operations team including scheduling shifts and assigning tasks.
- Coordinated with other departments to ensure seamless integration between processes and systems.
- Participated in budgeting processes by providing input into cost allocations related to contact center operations initiatives.
- Analyzed customer feedback data to identify areas for improvement in the contact center operations process.
- Performed root cause analysis after incidents occur in order to determine corrective action plans that prevent future issues from arising.
- Resolved escalated customer complaints in a timely manner while maintaining excellent customer service standards.
- Created and enforced policies, procedures, and standards for the contact center operations team.
- Developed and implemented strategies to improve customer service levels, reduce costs, and increase operational efficiency.
- Implemented quality assurance measures such as monitoring calls or interactions with customers in order to ensure compliance with company standards.
- Maintained a high level of communication with customers through various channels such as phone, email, chat.
- Identified opportunities for process automation in order to streamline operations.
- Established relationships with vendors who provide services or products necessary for successful contact center operations.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Created reports detailing key performance indicators related to contact center operations.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Organized and maintained documents, files and records.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Represented work unit at meetings or conferences to serve as liaison for requests or complaints.
Contact Center Operations Manager
Safelite Auto Glass
Hiawatha
05.2016 - 10.2020
- Created training programs for new employees on center policies and procedures.
- Organized special events such as open houses, health fairs and community outreach initiatives.
- Monitored daily operations to ensure quality control and compliance with safety regulations.
- Ordered supplies as needed to maintain adequate stock levels.
- Provided guidance on best practices related to safety protocols within the facility.
- Prepared detailed reports outlining operational trends, successes and challenges.
- Implemented strategies to increase efficiency within the center's operations.
- Managed budgeting processes related to staffing, materials and other resources.
- Analyzed customer feedback surveys to identify areas for improvement in customer service.
- Conducted staff meetings to ensure effective communication between departments.
- Assisted with the recruitment process by interviewing prospective candidates.
- Scheduled shifts for staff members according to their availability and skillset.
- Investigated incidents or accidents occurring at the center in order to determine root causes.
- Supervised the day-to-day activities of the center staff including coaching, mentoring and evaluating performance.
- Performed regular maintenance checks on all facility equipment.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Evaluated building condition, workflow and service quality to keep operations in compliance with requirements.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Motivated and led team members to work together to achieve targets.
- Oversaw daily operations, ensuring smooth and efficient center functioning.
- Developed and implemented center policies and procedures to optimize operations.
- Kept facility clean, safe, and well-organized to maximize productivity and provide professional impression to all patrons.
- Facilitated team meetings, fostering communication and collaborative problem-solving.
- Led crisis management efforts, ensuring minimal disruption to center operations.
- Developed and monitored key performance indicators to track center achievements and goals.
- Coordinated event planning and execution, enhancing center engagement and outreach.
- Fostered an inclusive environment, promoting diversity and employee well-being.
- Analyzed center performance metrics to identify trends and areas for improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Mitigated business risks by working closely with staff members and assessing performance.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Structured HR consulting services to support clients during organizational developments and changes.
Sr Analyst
Verizon
Cedar Rapids
04.2007 - 11.2015
- Conducted extensive research into industry trends and competitive analysis.
- Maintained updated knowledge base on industry trends and best practices.
- Drafted documents that outlined processes, procedures, and best practices.
- Identified needs of customers promptly and efficiently.
- Created or reviewed technical design documentation to drive accuracy of reporting solutions.
- Collected, tracked and evaluated current business and market trend data.
- Identified and analyzed industry or geographic trends with business strategy implications.
- Managed diverse projects for data capture, storage and forecast analysis.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Assessed programs to identify risks or problems to determine appropriate responses.
Education
Associate of Science - Business Administration And Management
Kirkwood Community College
Cedar Rapids, IA05-2006
Skills
- Data analysis
- Communication skills
- Team leadership
- Vendor management
- Project management
- Root cause analysis
- Coaching techniques
- Staff development
- Coaching and mentoring
- Operational improvements
- Innovation and creativity
- Customer experience
- Problem-solving aptitude
- Multitasking
- Problem-solving
- Policy development
- Personnel needs assessments
- Multitasking Abilities
- Call center technology
- Crisis management
- Workforce management
- Professional demeanor
- Continuous improvement
- Vendor relationships
- Goal setting
- Effective communication
- Relationship building
- Task prioritization
- Scheduling and calendar management
- Self motivation
- Critical thinking
- Team collaboration
- Documentation and control
- Set goals
- Problem-solving abilities
- Verbal and written communication
- Professionalism
- Quality assurance
- Staffing management
- Process improvement
- Performance management
- Customer service
Affiliations
- Ambassador - Safelite Community giving. Leader with Foster Love, work for foster youth.
Accomplishments
- Safelite Spirit Award 2020 - Service Mindset, Can-Do- Attitude and Caring Heart
- Belron Eceptional People Awards - 2020 - Recognition of 2% of the company. Strategic operations and hands on pragmatism during IA Derecho that took out the Contact Center. Ability to foster strong relationships and apply insightful leadership for the safety for her team and continued support to her clients.
Avaya, CMS, Genesys, Verint, Kronos, Quality Assurance, WFM(Workforce Management
- Experience in all areas
Timeline
Safelite Auto Glass
05.2016 - 10.2020
Contact Center Operations Manager
Safelite Auto Glass
05.2016 - 10.2020
Sr Analyst
Verizon
04.2007 - 11.2015
Associate of Science - Business Administration And Management
Kirkwood Community College
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