Frances Kampe
Overview
20
20
years of professional experience
Work History
Customer Experience Specialist Trainer
The Echelon Group
01.2020 - Current
- Deliver high-impact elements of comprehensive curriculum delivering competent employees to the Mortgage teams from new hire through mastery
- Utilize a variety of instructional methods to deliver engaging and effective training in a virtual setting
- Ensure that all employees complete required compliance training modules within government standards
- Manage class participants, monitor classroom performance, and provide timely feedback to participants leaders based on evaluation of employee performance
- Partnerships with business leaders to ensure content and delivery are aligned with the strategic goals and objectives of all departments
- Help Human Resources with new hire onboarding information for trainees
- Evaluate curriculum based on participant performance
- Proactive identify and analyze training needs to address performance gaps
- Present recommendations and learning solutions to cultivate, transform, and advance existing training programs
- Develop training materials for classroom, online, and blended learning programs
- Research payment information, documentations required for contracts, detail account information for clients and customers with all campaigns.
Communications Specialist
Six Flags Over
01.2021 - 01.2022
- Diagnose and document customer complaints by utilizing provided tools and asking diagnostic questions
- Handled inbound contacts and provided customer service according to departmental policies and procedures
- Reviewed staff-written materials and edited for content and brevity
- Supported media relations consultants in outreach and fundraising campaigns.
Loss Prevention Investigator
Six Flags Over
- Conducted procedural and financial audits
- Conducted internal and external theft investigations
- Shoplifting apprehension
- Took statements from witnesses and individuals involved in policy violations or violation of the law
- Wrote reports on incidents that occur on property
- Coordinated with all departments/management on Resource Protection issues
- Spoke with guest and parents of juvenile offenders
- Coordinated with local, state and federal law enforcement agencies as requested.
Sales Consultant
CarMax Auto Finance
01.2017 - 01.2019
- Properly manage the activities for 450 Field Service Technicians across 20 active remote sites
- Properly manage the service request queue by correctly prioritizing, routing all service tickets as entered by the Technical Service Representative
- Provide updates as necessary to all Field Service Technicians on all tickets currently in queue
- Accurately document all updates from the Technical Service Representatives and Field Service Technicians
- Entry of all closing information as reported from the field, including the accurate tracking of all serialized assets
- Perform Quality Assurance checks on all incidents as they are entered into the service queue
- Correctly manage Service Level Agreements for each remote site while working closely with the Field Service Manager
- Escalate all instances where the potential to exceed Service Level Agreements will expose the company to liquidated damages
- Maintain accurate contact information for all Field Service Technicians
- Provide an excellent level of customer service to all Field Service technicians
- Successfully meet and exceed departmental Key Performance Indicators
- Document and report any abnormalities with any computer or phone systems utilized by the GSC Dispatcher
- Responsible for learning the hardware, software functionality, terminals including peripherals
- Provide technical support as it relates to gaming terminals or communications related service calls
- Properly route Retailer service tickets to second level support including Field Service, or Data Centers.
Dispatcher
Scientific Games, Inc
01.2004 - 01.2006
- Properly manage the activities for 450 Field Service Technicians across 20 active remote sites
- Properly manage the service request queue by correctly prioritizing, routing all service tickets as entered by the Technical Service Representative
- Provide updates as necessary to all Field Service Technicians on all tickets currently in queue
- Accurately document all updates from the Technical Service Representative and Field Service Technician
- Entry of all closing information as reported from the field, including the accurate tracking of all serialized assets
- Perform Quality Assurance checks on all incidents as they are entered into the service queue
- Correctly manage Service Level and Agreements for each remote site while working closely with the Field Service Manager
- Escalate all instances where the potential to exceed Service Level Agreements will expose the company to liquidated damages
- Maintain accurate contact information for the Field Service Technicians
- Provide an excellent level of customer service to all Field Service technicians
- Successfully meet and exceed departmental Key Performance Indicators
- Document and report any abnormalities with any computer or phone systems utilized by the GSC Dispatcher
- Responsible for learning the hardware, software functionality, terminals including peripherals
- Provide technical support as it relates to gaming terminals or communications related service calls
- Properly route Retailer service tickets to second level support including Field Service, or Data Centers.
Timeline
Communications Specialist
Six Flags Over
01.2021 - 01.2022
Customer Experience Specialist Trainer
The Echelon Group
01.2020 - Current
Sales Consultant
CarMax Auto Finance
01.2017 - 01.2019
Dispatcher
Scientific Games, Inc
01.2004 - 01.2006
Loss Prevention Investigator
Six Flags Over
Similar Profiles
Leondria HarpLeondria Harp
Customer Service Manager at The Echelon GroupCustomer Service Manager at The Echelon Group
Courtney PavlikCourtney Pavlik
Medical Office Administrative Assistant at Henning Dermatology Group. Marketing StrategyMedical Office Administrative Assistant at Henning Dermatology Group. Marketing Strategy
Timothy HydeTimothy Hyde
Chief Executive Officer at Echelon Insurance Group, LLCChief Executive Officer at Echelon Insurance Group, LLC
Rebecca ZummoRebecca Zummo
Lead Customer Experience Specialist and Trainer at Infinite ElectronicsLead Customer Experience Specialist and Trainer at Infinite Electronics
MUHAMMAD ZAID KAMARUDINMUHAMMAD ZAID KAMARUDIN
Customer Experience Trainer & Coordinator at Prometric TechnologyCustomer Experience Trainer & Coordinator at Prometric Technology