Charlene M Krebs
Wilkes-Barre,PA
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
22
22
years of professional experience
Work History
Appeals Supervisor
Maximus Federal Services
12.2014 - Current
- Responsibilities include monitoring performance, conducting appraisals, providing training, implementing disciplinary actions up to and including termination as necessary, and ensuring adherence to departmental processes and procedures.
- Support team members in the coordination of appeal case processing and workload adjustments as needed.
- Organize team meetings to review updates on policies and procedures.
- Provide coaching and mentorship to team members to help them achieve performance expectations and business goals; manage disciplinary actions when required.
- Resolve complex cases while adhering to applicable laws, regulations, and client-provided standard operating procedures.
- Identify trends and communicate with Program Directors and the Operations Manager regarding areas for improvement, along with suggested solutions.
- Conduct monthly one-on-one performance review sessions with staff to evaluate productivity, quality, and rankings, and to discuss potential process and quality enhancements.
- Conduct annual performance evaluations
- Monitor calls and provide constructive feedback.
- Analyze and track productivity and offer feedback for improvement.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Educated staff on organizational mission and goals to help employees achieve success.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Developed effective improvement plans in alignment with goals and specifications.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Led successful project completions under tight deadlines.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills.
Account Supervisor
Telerex/Nestle
05.2013 - 12.2014
- Manage a group of consumer agents to obtain all key performance measurements and to achieve the highest quality standards with the primary focus on agent coaching, mentoring, development, and performance management including disciplinary action for poor performance
- Responsible for obtaining program metrics and compliance with process and policy, in a performance-based environment
- Lead the program as the SME, including product knowledge and elevated contact issues, and as the product, service and associate champion
- Drives all program systems and processes to ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements
- Initiate partnership with internal departments to develop and implement program specific plans for the team or individuals; assists with program training, quality monitoring, financial reviews and program reporting
- Continually monitoring overall volume and scope of work to ensure appropriately resources are in place to achieve contractual obligations
- Utilize independent judgment, to ensure operational efficiencies, conducts ongoing review of operating policies, procedures and work streams
- Recommends and implements operational improvements
- Develop and maintain a strong partnership with appropriate client representatives and internal business partners to contribute to long term collaboration
- Coordinated with creative teams to develop innovative advertising campaigns that exceeded client expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Collaborated and partnered with creative teams and strategists to lead team to greatness on every at-bat with thinking and creative work constantly exceeding client expectations.
- Established trust with clients by maintaining open lines of communication and promptly addressing concerns or issues.
- Contributed ideas to concept development, strategic planning, and business operations.
- Tracked expenses with [Software] spreadsheets and reported on client budgets.
- Delivered timely reports on campaign performance, providing actionable insights for improvements.
- Resolved conflicts between clients and internal teams, fostering a positive working environment focused on collaboration.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Developed and implemented incentive programs to increase sales and customer loyalty.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Managed high-priority accounts with exceptional attention-to-detail and commitment to achieving desired outcomes.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined internal processes to improve overall efficiency and productivity within the team.
- Engaged in daily communication with clients to establish and maintain positive working relationships.
- Championed ongoing professional development among team members through training workshops and industry seminars.
- Advocated for clients' needs within agency, ensuring that project objectives were met with high standards.
VIP Inside Sales Supervisor
Network Solutions/Web.com
08.2002 - 05.2013
- Motivate and develop highly successful sales associates
- Introducing best practices to achieve sale goal initiatives
- Implementing daily sales contests to increase productivity and help keep team motivated to achieve goals
- Meet with team in a daily kick off meeting to recognize sales leaders and give motivational feedback
- Drives all program systems and processes to ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements
- Appraising sales and operational goals and providing each team member with metrics, weekly goals, areas of opportunity and achievements
- Identifying and resolving performance issues within the team to ensure customer satisfaction and first call resolution
- Defusing escalation calls, taking ownership of the issue providing timely resolution
- Providing technical support for agents and consumers
Education
Business Administration - Management
Luzerne county community college
01.1997
Skills
- Communicating effectively
- Customer Service
- Critical Thinking/Decision making
- Coaching people, teaching
- Team Leadership
- Dependable
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Employee motivation
- Decision-making
- Complex Problem-solving
- Strategic planning
- Staff development
Timeline
Appeals Supervisor
Maximus Federal Services
12.2014 - Current
Account Supervisor
Telerex/Nestle
05.2013 - 12.2014
VIP Inside Sales Supervisor
Network Solutions/Web.com
08.2002 - 05.2013
Business Administration - Management
Luzerne county community college
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