Danielle Kolrep
San Tan Valley,AZ
Summary
Experienced management professional with 13+ years in enhancing customer experience and operational efficiency. Expertise in process optimization, risk management, and team leadership to achieve superior customer outcomes. Proficient in creating actionable strategies from insights and fostering collaboration across departments. Recognized for strengthening performance through partnerships with Legal, Risk, and Strategy teams.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Consultant, Quality Assurance
CarMax
Mesa, AZ
01.2021 - Current
- Developed QA strategy for multi-channel Customer Experience Center to enhance compliance and customer trust alignment.
- Collaborated with Legal and Risk to integrate controls into workflows, reducing fraud and compliance risks.
- Conducted multi-channel analysis using Genesys, Cresta, CallMiner, and Salesforce to identify performance gaps.
- Facilitated calibration sessions while coaching managers on integrating QA insights into development plans.
- Managed root cause analysis and continuous improvement initiatives to enhance operational efficiency.
- Analyzed industry trends to inform inbound and chat workgroup strategies and actionable recommendations.
- Partnered with cross-functional teams to ensure effective implementation of solutions.
- Reviewed deliverables prior to release, ensuring adherence to quality assurance standards.
Manager, Customer Experience Center
CarMax
Mesa, AZ
07.2019 - 01.2021
- Managed 10–15 associates and 2–3 leads to enhance sales performance and service retention.
- Guided associates in vehicle selection, finance applications, and service plan support.
- Co-led training initiatives for new hires to cultivate a high-performing culture.
- Partnered with cross-functional teams to optimize workflows aligned with business objectives.
- Implemented operational strategies that increased efficiency across team functions.
- Developed comprehensive training programs for effective onboarding of new hires.
- Analyzed performance metrics to identify operational improvement opportunities.
- Facilitated regular team meetings to provide project updates and address team concerns.
Supervisor, Customer Operations
Dexcom
Tempe, AZ
11.2017 - 07.2019
- Directed a 23-member sales and operations team for medical device clients.
- Achieved 30 percent increase in overall district sales through targeted strategies.
- Implemented data integration and coaching to enhance sales efficiency and compliance.
- Strengthened relationships with payors and clients to streamline process execution.
- Fostered team engagement and morale through collaborative strategy development.
- Drove cross-functional development initiatives with training and field teams to improve quality.
Benefits Customer Care Manager
Conduent/Xerox
Tempe, AZ
01.2014 - 01.2017
- Directed operations of over 30 employees in HSA/HRA/FSA for compliance and performance.
- Implemented process improvements, boosting throughput and minimizing SLA breaches.
- Developed strategies to enhance customer experience, retention, and loyalty rates.
- Led customer care team to elevate service delivery and satisfaction metrics.
- Analyzed feedback to uncover opportunities for service strategy enhancements.
- Designed training programs to improve staff performance and product knowledge.
- Mentored team on best practices for effective customer interaction.
- Created reports on KPIs, including response times and resolution rates.
Loan Administration Manager
Wells Fargo Home Mortgage
Milwaukee, WI
01.2009 - 01.2013
- Led team of 15–20 specialists in lien release and loss mitigation, reducing compliance risks through process redesign.
- Trained new employees on operational workflows to improve efficiency and accuracy.
- Streamlined lien release trackback process, mitigating risks associated with government penalties.
- Resolved escalated lien release issues by providing technical support that enhanced overall team performance.
- Mentored participants in Diverse Mentor Program, fostering professional growth and skill development.
- Collaborated with quality department to refine operational processes for increased effectiveness.
- Monitored escalated calls to identify developmental needs and provide actionable feedback.
- Coordinated daily production and call volume, directing workflow to achieve operational objectives.
Education
Some College (No Degree) -
University Las Vegas Nevada
Las Vegas, NVSkills
- Trust and safety leadership
- Risk management
- Team coaching and development
- Process improvement
- Stakeholder collaboration
- Workforce planning
- Data analysis and reporting
- Customer experience strategy
- Salesforce and Genesys expertise
- Excel and Google Sheets proficiency
- Tableau and Power BI skills
- MS Teams and SharePoint usage
- Quality assurance strategy
- Compliance integration
- Customer experience enhancement
- Performance metrics analysis
- Cross-functional collaboration
- Effective communication
- Continuous improvement
- Root cause analysis
Certification
- Project Management Certification
- Stephen Covey Time Management
- Harvard ManageMentor: Leading and Motivating; Capitalizing on Change
- Leadership & Diversity Training Corporate Communications
Timeline
Senior Consultant, Quality Assurance
CarMax
01.2021 - Current
Manager, Customer Experience Center
CarMax
07.2019 - 01.2021
Supervisor, Customer Operations
Dexcom
11.2017 - 07.2019
Benefits Customer Care Manager
Conduent/Xerox
01.2014 - 01.2017
Loan Administration Manager
Wells Fargo Home Mortgage
01.2009 - 01.2013
Some College (No Degree) -
University Las Vegas Nevada