Karen Moore
New Albany
Summary
Knowledgeable Engagement Coach with proven track record in fostering engagement and enhancing team performance. Demonstrated success in developing and implementing strategies to increase employee participation and satisfaction. Leveraged communication and motivational skills to drive positive outcomes and build cohesive teams.
As engagement coach, brings wealth of experience in motivating teams and improving organizational culture. Known for ability to foster collaborative environment and drive meaningful results. Relied upon to adapt to changing needs while maintaining focus on effective communication and strategic planning.
Overview
19
19
years of professional experience
Work History
Engagement Coach
STARTEK – (ACCENT Marketing)
01.2010 - Current
- I own operational performance for the clients I support, including KPI delivery and coaching and development of employees to ensure that client goals are met. In addition to supporting 5 different clients over the past sixteen years, I have also served as a mentor to new coaches and assisted with their development. I have also come up with ways to make some of our responsibilities more time efficient and shared these ideas with other teams over the years as best practices. I have taken the lead for providing daily and weekly performance reports to the client and leading touch base and calibration calls. As an EC it is my duty to coach and develop my team members to improve on their KPI’s to best support the Client, Team and the Engagement Center. I handle evaluations, warnings, scorecards that measure the stats that the specialist are doing on a weekly basis. Coaching and Developing of the specialist is the main responsibility so that their growth is continual. My strength as a coach is demonstrated in my employee retention.
- Facilitated client engagement strategies to enhance customer satisfaction and loyalty.
- Developed training modules for team members, focusing on best practices in communication and support.
- Mentored junior coaches, fostering professional growth and enhancing team capabilities.
- Engaged with leadership teams to achieve desired results.
- Developed comprehensive coaching plans, addressing individual needs and providing customized support.
Member Service Associate
ACCENT Marketing
01.2008 - 01.2010
- My responsibilities are to serve as the member research liaison for HAO and manage individual and unique customer issues. It is essential to resolving member escalations through the use of various applications and client tools; and to communicate resolutions directly with client members. I work directly with the client and Marketing Operations Managers as well as provide consistent feedback to call center reps and members. I also have updated and created the Training Manual for Humana Active Outlook to include training any new reps. The programs I have experience in are Excel, Microsoft Outlook, to include Word and PowerPoint, Cognos, TimeManager, TotalView, Custom View Director and Quality Monitoring.
Customer Service Representative
ACCENT Marketing
01.2007 - 01.2008
- My responsibilities were to give 100% Customer Service to Humana Active Outlook Member’s. I worked on quality and giving the members the best service possible. I handled incoming calls and assist members. I also did outgoing calls to remind members of classes that they registered for.
Education
High School Diploma -
Monroe Community College
Rochester, NY01.1982
High School Diploma - undefined
Irondequoit High School
Rochester, NY01.1981
Skills
- In the past 16 years I have used multiple applications and client based websites but the most recent ones would include - Citrix, Microsoft Outlook, Word, Excel and PowerPoint I have currently worked with Smart Oracle, Avaya, Spoken, SharePoint, WFO, eWFM, OneDrive, Teams Each program had different in house applications and websites that I needed to learn and teach our representatives - Client based CMS, Supervisor CMS,
- Empathy development
- Influencing skills
- Feedback delivery
- Leadership coaching
- Personable and friendly
- Team motivation
- Effective communication
- Verbal and written communication
- Building relationships
- Motivational leadership style
- Group leadership
- Motivational
- Operations management
- Team development
Timeline
Engagement Coach
STARTEK – (ACCENT Marketing)
01.2010 - Current
Member Service Associate
ACCENT Marketing
01.2008 - 01.2010
Customer Service Representative
ACCENT Marketing
01.2007 - 01.2008
High School Diploma - undefined
Irondequoit High School
High School Diploma -
Monroe Community College