Summary
Overview
Work History
Education
Skills
Timeline
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Kate Stack Kane

Severna Park,MD

Summary

Results-driven and people-oriented professional with a proven track record of strategic leadership in customer support. Seeking to leverage extensive experience in driving exceptional customer experiences and team excellence. Able to motivate teams, collaborate cross functionally while enhancing the customer experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience

Work History

Director of Customer Support

Hunt A Killer
10.2020 - 02.2023
  • Developed and executed comprehensive customer support strategy aligned with company mission, resulting in response time reduction from 48hrs to 3hrs for 12 consecutive months
  • Led and mentored high-performing team of 36 support professionals, both offshore and on shore fostering culture of collaborating and continuous learning
  • Drove initiatives to enhance customer experience, resulting in 3% improvement in customer satisfaction scores
  • Established key performance indicators (KPIs) for support function, monitored performance, and implemented process improvements that led to reduction in missing items and incorrect shipments
  • Collaborating cross-functionally with Product, Engineering, and Operations teams to advocate for customer needs and contribute to product enhancements based on customer insights
  • Leveraged customer feedback to identify trends and drive improvements, resulting in adjustments in marketing communications to better serve customer base
  • Developed scalable support models to accommodate Hunt A Killer's growth, ensuring effective support delivery during periods of rapid expansion, while motivating the team
  • Managed vendor relationships, optimizing support operations and ensuring adherence to service level agreements.

Director Customer Service and Operations

E3 Meat Company
08.2018 - 10.2020
  • Determined Customer Service Standards & KPIs as part of strategic direction
  • Provided constructive feedback to execute complex projects as positive, problem solver
  • Directed responses to consumer communications to support consistent branding, products offered, and shipping options
  • Proven track record of building relationships as deep listener
  • Managed all wholesale orders from entry to invoice and led negotiations of freight rates for LTL shipments, with expert negotiation skills and ability to problem solve and determine strategic direction on consistent communications
  • Implemented new Inventory Management software (Fishbowl) to improve visibility, reporting, and fulfillment as part of strategic direction and best practices
  • Created SOP for customer setup, order processing, replacements, and samples with positive influencing and operational excellence.

Director Customer Service

Under Armour
12.2009 - 09.2017
  • Directed E-Commerce Customer Service Team for $5B company to drive service, selling, and brand optimizations
  • Collaborated with CEO to resolve high-profile, high-value customer issues, questions, and concerns to maximize position of organization, as point of contact for executive leadership
  • Introduced customer care ethos to social networking space to resolve customer care issues
  • Implemented Facebook response process and created Twitter service handle for easy access
  • Implemented new workforce scheduling system, transitioning from Excel to algorithm software, resulting in improved scheduling based on forecast and actual contacts
  • Spearheaded externship program as part of high-growth global business model of enterprise systems
  • Transitioned 20+ teammates in 2016 and 55 over previous five years
  • Built Contact Center from 13 agents to more than 250 during peak periods
  • Designed and implemented key process initiatives, created standard operating procedures, and assembled necessary technical staff
  • Led successful implementation of systems and processes for workforce management, call recording, and disaster recovery
  • Incorporated NPS and CSTAT to Contact Center metrics
  • Increased both from low 40s to 70 for NPS and 80 for CSTAT
  • Streamlined order entry system to reduce talk time and enable CSRs and customers to experience same online environment
  • Partnered with fitness teams and HTC Company to ensure seamless customer interaction between apparel/footwear and devices/apps
  • Reduced return processing time from 25 days to 5 days through successful partnership with IT and SAP teams, using metrics to drive process.
  • Collaborated with cross-functional teams for smooth running of customer service operations.
  • Managed customer service representative team, providing ongoing training and support to continuously improve team performance

Education

Bachelor of Science - Clothing and Textiles

University of North Carolina At Greensboro
Greensboro, NC
05.1991

Skills

  • Customer Support Strategy Development
  • Team Leadership and Mentoring
  • Customer Experience Enhancement
  • Performance Tracking and Reporting
  • Cross-Functional Collaboration
  • Customer Feedback Analysis
  • Scalability and Growth Planning
  • Vendor Management
  • Remote Off-shore management
  • Customer experience management
  • Employee Performance Evaluations
  • High-Volume Environments
  • Operational Efficiency

Timeline

Director of Customer Support

Hunt A Killer
10.2020 - 02.2023

Director Customer Service and Operations

E3 Meat Company
08.2018 - 10.2020

Director Customer Service

Under Armour
12.2009 - 09.2017

Bachelor of Science - Clothing and Textiles

University of North Carolina At Greensboro

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Kate Stack Kane