DeNaisha Gladney
Mequon,WI
Summary
Dynamic risk management professional with extensive experience at Kohl's Corporate Office, excelling in contact center operations and team development. Proven track record in enhancing performance and engagement through effective training and SOP implementation. Skilled in critical thinking and fostering a high-performance culture, consistently achieving operational excellence.
Overview
13
13
years of professional experience
Work History
Assistant Manager - Risk Management Operations
Kohl's Corporate Office
Menomonee Falls, USA
01.2016 - 01.2022
- Managed the Milwaukee branch, consisting of 60-80 associates.
- Guided and developed a team of exempt leaders.
- Led cross-functional risk management initiatives.
- Focused on performance, engagement, and satisfaction.
- Mentored staff for advancement.
- Implemented SOPs to reduce risk and boost efficiency.
- Managed the inbound department, monitoring call volumes, call trends, and abandon rates.
- Monitored and optimized daily dialer strategy to maximize contact rates and operational efficiency
- Chaired the department's Recognition Committee, cultivating a culture of appreciation and accountability.
- Served as the site representative on the department's QA Committee, ensuring quality standards and supporting continuous improvement.
Contact Center Coordinator
Kohl's Corporate Office
Menomonee Falls, USA
01.2014 - 01.2016
- Managed 15-20 associates and developed leaders.
- Monitored dialer strategy and coordinated team communications.
- Oversaw service levels to ensure departmental performance.
- Ensured compliance with FDCPA regulations.
- Created performance action plans for team improvement.
- Collaborated cross-functionally to meet operational goals.
- Led the department's Recognition Committee to enhance morale and performance through incentives.
Contact Center Team Lead
Kohl's Corporate Office
Menomonee Falls, USA
01.2012 - 01.2014
- Supervised a team of contact center associates.
- Created and implemented individual performance action plans.
- Took and deescalated supervisor-level calls.
- Designed and delivered associate training materials.
- Facilitated weekly team huddles to review performance and updates.
- Developed and led department-wide incentive programs.
- Provided ongoing feedback to foster a high-performance culture.
Contact Center Call Representative
Kohl's Corporate Office
Menomonee Falls, USA
01.2009 - 01.2012
- Handled high-volume collections calls with empathy and efficiency.
- Consistently exceeded scorecard expectations month after month.
- Used CRM, Evolve, and green screen systems to manage customer accounts.
- Maintained exceptional service scores and earned frequent recognition.
- Awarded Executive of the Quarter for leadership and performance.
- Mentored new team members and contributed to a strong team culture.
Education
Some College Coursework -
University of Wisconsin - Milwaukee
Milwaukee, WIHigh School Diploma -
Riverside University High School
Milwaukee, WISkills
- Inbound/Outbound Call Center Operations
- Contact Center Management
- Collections & Recovery
- Team Building & Engagement
- Employee Training & Development
- Critical Thinking & Decision Making
- Developing & Implementing SOPs
- Excellent Communication Skills
- Operational Excellence
Timeline
Assistant Manager - Risk Management Operations
Kohl's Corporate Office
01.2016 - 01.2022
Contact Center Coordinator
Kohl's Corporate Office
01.2014 - 01.2016
Contact Center Team Lead
Kohl's Corporate Office
01.2012 - 01.2014
Contact Center Call Representative
Kohl's Corporate Office
01.2009 - 01.2012
Some College Coursework -
University of Wisconsin - Milwaukee
High School Diploma -
Riverside University High School
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