DENISE WARNER KNIGHT
Summary
Customer Service and Client Management professional with broad experience in Sales and Shipping, P&L, finance, Program Management and Product application review. Strategic thinker with a track record of developing and implementing effective performance improvement plans, creating solid alliances and consistently meeting deadlines and objectives. Efficiently manage the day-to-day individual business expectations as well as multiple locations and territorial/regional operations. Build and maintain candidate relationships to ensure a consistent talent pipeline. Valuing Diversity, Leveraging Customer Networks, Career oriented, ambitious, and willing to work hard to generate new leads. Experienced in BPO offshore staffing, business growth and executive leadership. Secure customer loyalty and satisfaction with effective communication and strong problem-solving skills. Strong ability to navigate a customer through sales negotiations and technical presentations in person and remotely. Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases and tools. Strong leader committed to motivating team members to deliver better results.
Overview
14
14
years of professional experience
Work History
Director of Customer Service
Belluscura
04.2022 - 04.2024
- Oversee all customer communication regarding order status and/or order changes via reports, emails, calls, in addition to order entry through production and shipping
- Oversee all customer complaints from DME consumers and Direct to Customers
- Ensure that customer facing teams and all other business functions work in collaboration to consistently delivering strategic goals
- Manage and support 2-5 Sales Managers for inside sales through hiring, training, coaching, and assisting them in achieving monthly sales quotas
- Design phone campaigns with ROI for a steady flow of inbound and outbound sales and customer service calls
- E-commerce, risk and payments
- Manage daily operations, huddles, one on one's, coaching and development, portable oxygen concentrators/ customer lead generation
- On-going creation and updating training materials, phone scripts, objections & rebuttals, and other communication materials for strategy and tactics in solving customers' fraud problems
- Key stake in developing company is the first Call Center
- Create long-term sales strategies for the company's new e-commerce channel which includes creating processes & procedures, reports, sales metrics, and training materials
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Developed and implemented customer service policies and procedures.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
- Implemented targeted marketing strategies to upsell products and services, driving sales growth.
- Developed strategic partnerships with industry leaders to enhance product offerings and expand market reach.
- Developed customer service scorecards to measure customer service performance.
Sr. Director, Client Solutions
Alorica Inc.
03.2021 - 03.2022
- Expand business footprint from Near shore to offshore
- Oversee all contract renewals and negotiations
- Lead and drive client engagement and solutions building across client base
- Present Company solutions based on understanding of client's business issues
- Act as a strategic manager for internal Company resources as well as client contacts to successfully negotiate, close and implement new business
- Lead negotiations to ensure Company best interests from a business issue and legal perspective
- Provide leadership and support in crafting client proposals
- Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals
- Meet with sales leadership to craft personal development strategy on a regular basis
- Manage the Client relationship for thirteen Clients (Retail, Publications and Hospitality)
- Facilitate Fraud issues and concerns for the Clients and company
- Set and administered $1,000,000 yearly budget with no overage
- Led projects to boost sales productivity using change methodologies to increase sales revenue by 50% and sales productivity
- Managed strategic business planning and implementation by reducing customer support calls by and improving user experience
Self-Pay Supervisor
Navigant
11.2019 - 03.2021
- Company Overview: (Cayuga, St Luke's Southeastern Hospital accounts)
- Manage all Hospital bad debt accounts and client relationships with multiple hospitals
- Manage and transfer bad debt to the collection agency vendors
- Work closely with Business Intelligence, Workforce and IT on daily operations and data file transfers
- Facilitate monthly Client Operations presentations for three Clients
- Manage daily operations, huddles, one on one's, coaching and development
- (Cayuga, St Luke's Southeastern Hospital accounts)
Director of Operations
Faneuil
03.2015 - 11.2018
- Company Overview: (NTTA account)
- Maintained the relationship between NTTA, Faneuil, LES and Trans Hire
- Managed Managers and Supervisors for Collections, Coaching and Development, Quality and Financials
- Worked closely with NTTA's Training Manager and Call Center Director on training needs
- Worked with support departments (Workforce) to ensure staffing strategies are effectively executed
- Defined and maintained all system and service monitoring standards in support of service availability and performance Service Level Agreement (SLAs) and an Operational Level Agreements (OLAs)
- (NTTA account)
Sr. Manager of Operations
Convergys
08.2010 - 02.2014
- Company Overview: (AT&T account)
- Maintained the relationship with clients, providing reports, trend analysis, conduct weekly conference calls, make recommendations for ongoing improvements or enhancements
- Assisted in achieving customer service and/or sales objectives by contributing information and recommendations to strategic plans and reviews, preparing action plans for review
- Managed to financial forecast and tracks revenue and payroll performance against the forecast
- Assisted Site Director and Client Service Department in forecasting requirements
- Worked with support departments to ensure staffing strategies are effectively executed
- Managed 7- 8 Supervisors, while providing Coaching and Development, Quality and Financials
- (AT&T account)
Education
Florida Community College
Jacksonville, FloridaBS - Business Management
University of Phoenix
Skills
- Business Development
- Report & Documentation Preparation
- Business Start-up
- Program Management
- Budget & Finance
- Direct Recruiting
- Team Development
- Training
- Customer Service
- Human Resources
- Recruitment
- Health Care Management
- Quality Training
- 77 Compliance Recorder Infrastructure
- Leadership Academy
- Motivational Skills
- Time Management
- IEX
- Kronos
- Metrix
- LIVEVOX
- ARxChange
- Salesforce
- Epic
- Meditech
- Power BI
Training
- Quality Training
- Fraud and Investigation
- Effective Interviewing
- 7.7 Compliance Recorder Infrastructure
- Leadership Academy
- Motivational Skills
- Giving Recognition
- Proactive Listening
- Time Management
- IEX
- Kronos
- Metrix
- LIVEVOX
- ARxChange
- Salesforce
- Epic
- Meditech
- Power BI
Timeline
Director of Customer Service
Belluscura
04.2022 - 04.2024
Sr. Director, Client Solutions
Alorica Inc.
03.2021 - 03.2022
Self-Pay Supervisor
Navigant
11.2019 - 03.2021
Director of Operations
Faneuil
03.2015 - 11.2018
Sr. Manager of Operations
Convergys
08.2010 - 02.2014
Florida Community College
BS - Business Management
University of Phoenix
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