Summary
Overview
Work History
Education
Skills
Timeline
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Kaitlin Barg

Tampa,FL

Summary

Experienced and strong transformational leader with eight years experience in Customer Service and Customer Success within both established and fast paced SaaS startup companies. Problem solver committed to streamlining operations and promoting organizational efficiency. Experienced in scaling support models to enhance both client and employee experiences. Passionate of mentoring team members to drive excellence and developmental growth. Results driven with success in creating top preforming teams, high employee engagement, and limiting client churn.

Overview

8
8
years of professional experience

Work History

AVP of Client Support

Namely Inc.
07.2023 - Current
  • Oversee growing team of Managers and Supervisors.
  • Scale support team and define new support roles to enhance client and employee experience
  • Consistently review and ensure KPI's of service team are being met
  • Lead and Mentor diverse team in multiple locations
  • Established performance goals for department and provided methods for reaching milestones
  • Spearheaded cross-functional initiatives across departments to achieve business goals
  • Identify opportunities by using data to improve business process flows and overall departmental productivity to enhance client and employee experience
  • Forecast attrition and implement strategy to retain clients and employees
  • Promote and lead performance enhancement culture by actively coaching and mentoring direct reports.
  • Maintain knowledge library for internal processes and operations
  • Triage customer inquiries and handle escalations as needed.

Manager, Client Services

Namely Inc.
12.2021 - 06.2023
  • Manage enhanced services team of 16 consultants, each owning their book of business
  • Created new defined service roles in order to streamline operational tasks and enhance client experience
  • Defined, created, and executed KPI's across service teams
  • Ensure tickets and phone calls are assisted with promptly to meet ASA and SLA
  • Introduce process improvements and automation to improve customer experience and support structures company-wide
  • Assume ownership over team productivity and manage work flow to exceed quality service goals
  • Evaluate customer problems/business needs and implement resolutions
  • Review customer satisfaction surveys to analyze results into action plans to retain clients
  • Monitor metrics and develop actionable insights to improve efficiency and performance
  • Address potential attrition risk and offer catered solutions to retain clients
  • Drive renewal opportunities for current clients
  • Designed playbook of best practices and process documentation
  • Created and launched mentor program for newly onboarded employees to enhance company experience
  • Invented complexity calculation to better identify client types and balance bandwidth amongst employees and leverage client tech usage


Manager, Client Services

ADP
11.2019 - 12.2021
  • Managed team of 18 Account Managers, each owning their own book of business
  • Performance managed associates to ensure all KPI's meet or exceed company goals
  • Manage call center and ticketing system to ensure timely ASA and SLA
  • Reviewed NPS and transaction surveys to engage action plan for client retention
  • Designed and implemented new business implementation transition to service process
  • Conduct monthly business reviews on internal team and at risk clients
  • Collaborate with cross-functional departments to ensure alignment on key deliverables
  • Served as the clients main point of escalation


Support Team Lead II/New Hire Coach

ADP
09.2017 - 10.2019
  • Served as India Ambassador in Pune office to train new hires and provide process improvements
  • Provisioned system access and onboarded new hires
  • Designed and transitioned post training process
  • Created and implemented reports and handbook to streamline client services best practices
  • Constructed and operationalized QA metrics
  • Built out the roles and responsibilities of the New Hire Coach role being the first hire in the role

Client Support Specialist

ADP
07.2016 - 08.2017
  • Worked corporate and management escalations with efficiency and professionalism
  • Enhanced client satisfaction by addressing and resolving support issues in a timely manner.
  • Excelled in KPI's including TSS, AHT, Case Closure, and ASA
  • Conducted client facing meetings to address payroll and technical inquiries
  • Served as Queue Lead and assigned out cases on priority

Education

Bachelor of Science - Hospitality Management

University of Central Florida
Orlando, FL

Skills

  • Scaling and Managing Support Teams
  • Leadership, Coaching, and Change Management
  • Oversight of Domestic and International Teams
  • Creation of Process Improvements using Data Driven Insights
  • Operationalize and oversee KPI's and NPS
  • Forecasting Workforce and Hiring Needs
  • Cross-Functional Collaboration for Roadmap Creation and Enhancing Client Experience
  • Performance Management
  • Customer Relationship Management and Retention
  • Document Creation and Organization
  • Employee Onboarding, Training, and Development
  • Salesforce, Churnzero, Tableau, Strengthsfinder, Microsoft Office, Google Drive, JIRA, Slack, Webex, Teams

Timeline

AVP of Client Support

Namely Inc.
07.2023 - Current

Manager, Client Services

Namely Inc.
12.2021 - 06.2023

Manager, Client Services

ADP
11.2019 - 12.2021

Support Team Lead II/New Hire Coach

ADP
09.2017 - 10.2019

Client Support Specialist

ADP
07.2016 - 08.2017

Bachelor of Science - Hospitality Management

University of Central Florida

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Kaitlin Barg