Summary
Overview
Work History
Education
Skills
Timeline
Kara Ward

Kara Ward

Waretown,NJ

Summary

Experienced Team Leader bringing 20+ years of quality performance in customer support supervisory roles. I have leveraged my people, and other soft skills throughout my career. Today I serve as a Senior Team Lead for MDS, working with one of the company's largest clients, LSAC (Law School Admissions Council) overseeing a team of 30+ candidate service staff members to ensure excellent customer support is provided. Skilled in training & mentoring team members to deliver exceptional service while building team morale through effective communication and positive performance feedback. An organized, efficient problem-solver and relationship-builder, I have quickly risen through the ranks at MDS. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

9
9
years of professional experience

Work History

Candidate Services Senior Team Lead

Micro Data Systems/LSAC
10.2020 - Current
  • Used critical thinking to break down problems, evaluate solutions and make decisions for escalated calls sent from CSR's.
  • Conducted new hire training and shadow sessions
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Educated candidates on LSAC services and resolved inquiries regarding service fees and account balances.
  • Achieved high satisfaction rating through proactive one-call resolutions of law school candidate issues.
  • Entered candidate interaction details in system to track requests, document problems and record solutions offered.
  • Educate law school candidates on company systems, form completion, registration for exams and access to services.
  • Address escalated customer service issues sent from Candidate Services Representatives to save customer relationships via calls, chat, and email.
  • Identify and escalate priority issues
  • Respond to calls, email and live chat inquiries in a fast-paced environment
  • Use of diffusing skills and patience to deescalate disgruntled callers.
  • Ensure proper coverage of shift and contact queues

Clinic Manager

Lice Troopers
12.2019 - 04.2020
  • Conducted frequent clinic walk-throughs to maintain safe work environment.
  • Leveraged client feedback and performed continuous process improvements to streamline day-to-day business operations and client satisfaction.
  • Oversaw day-to-day business and clinical activities by establishing goals, objectives, standards of performance and policies and procedures when managing and supervising 5 employees.
  • Recruited, hired and educated staff on proper removal procedures, client check in/out & payment processes, and sanitation guidelines and procedures.
  • Responsible for staff work scheduling
  • Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
  • Ordered all clinic supplies and kept check on inventory levels.
  • Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out
  • Conducted frequent clinic walk-throughs to maintain safe work environment

Program Coordinator

C.A.S.A Of Ocean County
09.2014 - 09.2018
  • Provided ongoing direction and leadership for program operations.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Organized and managed program development from conception through successful execution.
  • Designed program implementation and maintenance plan.
  • Orchestrated smooth and efficient program development by collaborating cross-functionally with community stake-holders within Ocean County's' system of care.
  • Managed educational program budget and prepared monthly reports for Executive Director and Board of Trustees.
  • Attended continuing education workshops to enhance skills and apply new advocacy methodologies.
  • Prepared course schedules and managed classroom staffing requirements for volunteer and Board Member training for over 120 potential volunteers.
  • Planned and coordinated recruitment, educational and fundraising events and activities such as Annual Holiday Party for program participants, their foster and biological families and Dining For A Cause events.
  • Directed day-to-day operations of Ocean County CASA program and supervised support staff to delegate assignments and evaluate performance.
  • Planned and implemented staff development and in-service training programs to enhance knowledge and skills.
  • Developed partnerships with parents, businesses, community stakeholders and community organizations to build awareness, increase support and share resources.
  • Represented the CASA Program at meetings and conferences serving as a subject matter liaison for array of services and activities that the organization provider's
  • Acquired grants and other sources of funding for educational programs and projects and drafted proposals and agreements to support proper allocation.

Education

Cosmetology

Paul Mitchell, The School Jersey Shore, Brick, NJ
08.2019
  • Honors recipient for Color & Texture
  • Student Council Secretary 2018/2019
  • Extracurricular Activities: Member of the Student Rep Program and Design Team
  • 3.9 GPA

Fashion Merchandising

Cheyney University of Pennsylvania, Cheyney, PA
1996

Skills

  • Team Management
  • Customer Relationship Management
  • Remote Support
  • Confidential Records Management
  • Manager Coaching and Training
  • Team leadership and direction
  • Team leadership and coaching

Timeline

Candidate Services Senior Team Lead - Micro Data Systems/LSAC
10.2020 - Current
Clinic Manager - Lice Troopers
12.2019 - 04.2020
Program Coordinator - C.A.S.A Of Ocean County
09.2014 - 09.2018
Paul Mitchell, The School Jersey Shore - , Cosmetology
Cheyney University of Pennsylvania - , Fashion Merchandising

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