Barbara G Knox
Patterson,CA
Summary
Proactive TSR Manager and General Manager of Operations with extensive experience in developing call center policies, boosting team productivity, and enhancing customer satisfaction. Expert in staff development, effective communication, and problem-solving. Bringing a strong focus on team leadership and operational excellence to advance career opportunities.
Overview
20
20
years of professional experience
Work History
TSR Manager
Kaiser Permanente-Appointment & Advice Call Center
10.2005 - 04.2021
- Contributed to the development of call center policies and procedures by offering insights gleaned from hands-on experience managing teams.
- Boosted team productivity by providing ongoing training and performance feedback to all agents.
- Championed adherence to company values within the team, fostering a sense of pride and ownership in delivering exceptional customer experiences.
- Partnered with other department managers to ensure seamless communication and coordination across the organization in addressing customer needs.
- Cultivated a culture of accountability among team members by setting clear goals, monitoring progress, and providing constructive feedback.
- Enhanced customer satisfaction by implementing effective call monitoring and coaching strategies for team members.
- Developed strong interpersonal relationships with team members, fostering a positive work environment that encouraged collaboration.
- Collaborated with senior management on workforce planning initiatives to align staffing levels with business needs and seasonal fluctuations.
General Manager of Operations
Nefertiti Beauty Supply & Salon
12.2000 - 09.2005
- Maintained a clean, safe, and welcoming environment for clients and employees alike.
- Resolved employee conflicts and maintained a positive work atmosphere through effective communication techniques.
- Recruited talented stylists by participating in job fairs and networking within the industry.
- Established strong relationships with vendors, negotiating favorable terms and pricing for salon supplies.
- Increased client retention by implementing loyalty programs and offering tailored promotions.
- Organized special events at the salon, attracting new customers while strengthening existing client relationships.
- Monitored salon finances closely, implementing cost-saving measures to maximize profitability.
- Continuously updated knowledge on industry trends, bringing innovative ideas into the salon''s offerings.
- Boosted revenue through cross-selling additional products like premium hair care items or styling tools during appointments.
- Optimized resource allocation by strategically scheduling staff shifts based on anticipated demand patterns, maximizing productivity without compromising service quality.
- Managed inventory effectively, reducing waste and ensuring timely product restocking.
- Promoted business through marketing initiatives and use of social media.
Education
Bachelor of Science - Business Management
University of Phoenix
San Jose, CASkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Development
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Effective Communication
- Adaptability and Flexibility
- Positive Attitude
- Problem Resolution
- Multitasking
- Problem-Solving
- Attention to Detail
- Training and Development
- Organizational Skills
- Computer Skills
Accomplishments
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Promoted to TSR Manager after 90 days with the company.
- Inducted into the NSLS
- Received Positivity Award for positive interactions with customers, employees and colleagues
Timeline
TSR Manager
Kaiser Permanente-Appointment & Advice Call Center
10.2005 - 04.2021
General Manager of Operations
Nefertiti Beauty Supply & Salon
12.2000 - 09.2005
Bachelor of Science - Business Management
University of Phoenix
Similar Profiles
Olga MedinaOlga Medina
Customer Service Representative at Kaiser Permanente Call CenterCustomer Service Representative at Kaiser Permanente Call Center
Darlene JabsonDarlene Jabson
Pharmacy Clerk at Kaiser Permanente Pharmacy Call CenterPharmacy Clerk at Kaiser Permanente Pharmacy Call Center
Eda SweetingEda Sweeting
QI/QA nurse specialist at Kaiser Permanente, KP On CallQI/QA nurse specialist at Kaiser Permanente, KP On Call