Barbara (Hernandez) Klen

• Develop, create, and leverage data and analytics to make informed decisions and drive business improvements
• Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills
• Manage operational team located in both the US and India, focusing on collaboration and coordination between team members to meet KPIs
• Motivate employees through special events, incentive programs, and constructive feedback based on insights from employee engagement surveys, which previously led to an increase in employee satisfaction and a reduction in turnover by 50%
• Develop tools to monitor program volume, forecast internal revenue, and communicate changes to appropriate parties
• Established strong relationships with key stakeholders across the business, ensuring support for program development and launch
• Developed and implemented tools that streamline repetitive processes which freed up 8 working hours per month for each member of the leadership team and in turn allowed them to spend time focusing on supporting their employees

• Analyzed and presented data for upper management which led to improved understanding around deviation trends

• Developed tools to forecast staffing for team of >200 employees which positively impacted budgeting conversations with client

• Facilitated strategy, coordination, and documentation of >200 employees quickly transitioning to working from home due to Covid-19

• Proactively designed and implemented various technologies leading to improved quality and communication

• Cultivated team environment by encouraging engagement activities

• Advised and mentored staff at variety of levels including peers

• Delegated assignments and ensured they were completed by deadline

• Completed client monthly and weekly reports

• Created and updated processes to ensure efficiency and accuracy

• Served on White Glove Customer Service Committee

• Primary responsibilities: inbound calls, outbound calls, and data entry

• Managed special exception cases and worked closely with management to submit them to client

• Revamped and updated training materials