KATHIE WARE

• Worked directly with leadership team to supervise and lead 45-50 customer success team members.
  • Analyzed, managed, and coordinated daily workflows within the team and adjusted resources to meet SLAs.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels. Led various projects for process improvements.
  • Enhanced overall team performance by providing regular coaching and feedback.
  • Analyzed team data to determine trends for various metrics such as time to resolution, case activity, merchant sales trends and overall team performance.
  • Worked with high level clients/merchants as point of contact for Enterprise and SMB accounts to manage and resolve escalated customer issues.

• Account Manager for both Enterprise and Small/Medium merchants. Enhanced customer satisfaction and retention by providing exceptional service, data driven results and fostering partnerships. Managed and resolved all escalated customer issues to full resolution. Analyzed merchant trends to increase sales.
• Demonstrated exceptional change management skills by quickly adapting and taking on new workflows, challenges, and responsibilities.
• Provided suggestions and solutions,tested various scenarios, revealed areas of opportunity, and proved value of role by demonstrating substantial increases in team metrics and quality feedback. Conducted team training on various new procedures.

• Responsible for managing the day-to-day operations of several clinics and projects.
• Managed office and clinical staff while implementing policies and procedures to maintain high-quality service.
• Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
• Played a key role in implementing electronic medical records (EMR) systems across the clinics. This project improved efficiency, organization, and data management within the clinics.
• Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.

• Supervised, planned, assigned, and managed workload for team of 10 – 15 sales consultants focusing on customer satisfaction, sales, and customer retention.
• Conducted call monitoring, side by side coaching sessions, team training and weekly individual feedback sessions for team to improve overall performance.
• Increased team productivity by implementing streamlined processes and procedures. Conducted monthly up skill training.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Analyzed team data for trends to increase overall sales. Boosted team's sales performance by over 57% within the first 4 months.
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
• Recruited, trained, mentored, managed, and developed sales consultants. Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.

• Collaborated with department and cross functional team leaders to facilitate development of learners and improve overall customer service satisfaction.
• Boosted employee engagement by developing and implementing interactive training sessions. Conducted 2 trainings per quarter.
• Collaborated with department managers to identify skill gaps and develop tailored training solutions.
• Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.
• Led Employee Engagement team to create engagement events for department and drive employee satisfaction.
• Enhanced corporate culture by conducting team-building activities