Kathleen Spears
Customer Service Professional
Avon,IN
Summary
Dedicated, goal-driven leader with more than 25 years of experience in Management, Supervisory and Leadership roles. Highly motivated contributor with outstanding ability to develop and motivate staff to exceed company expectations. Focused professional with proven ability to complete tasks quickly/accurately, while developing tools that streamline processes and reduce costs/expenses. Ambitious and well-organized team contributor who seeks out innovative ways to improve service levels, enhance efficiencies and develop potential. Core competencies include: Supervision/Leadership, Written and verbal communication, Decision Making, Training/Development, Critical Thinking, Problem-solving, Time Management, Resolve Customer Escalations, Integrity, Adaptability, Service Quality Improvement, Customer Service.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Team Lead
Peddle, LLC
03.2022 - Current
- Responsible for learning every aspect of the department’s operations to better assist the team with any questions and challenges that come up, as well as communicate with leadership on new system and workflow improvements to enhance the team’s efficiency
- Be a resource for the team, respond to and resolve escalated issues or complex requests from our customers
- Report trends, analyze work processes and provide suggestions for improvement
- Lead by example and be an expert in the department
- Subject matter expert and answer questions from the team
- Resolve customer support escalations via phone, chat, or email
- Demonstrate strong analytical and problem-solving skills
- Respond to positive and negative social media posts and resolve concerns
- Communicate system and workflow improvements to enhance team efficiency
- Identify areas for process improvements to enhance service and financials.
Universal Senior Advisor
Morley Companies
06.2021 - 10.2021
- While applying appropriate empathy and actively listening, answered questions from members and dealers regarding repair services, warranty coverage, safety recall procedures, technical features of cars, and when possible, one call resolution
- Successfully resolved customer concerns/complaints while maintaining a friendly and helpful approach
- Effectively and accurately processed up to 100 inbound calls daily
- Created and processed active cases for members and worked until resolution
- Gathered and successfully processed affected system and technical details, service concerns, warranty concerns, dealer interactions from member to create a case
- Worked as a liaison and resource between member and dealer to resolve repair/service concerns
- Successfully resolved cases while remaining within company policies, procedures, and level of empowerment
- Established and maintained a positive relationship with members, dealers, and coworkers
- Provided timely and professional responses to all phone, message, and email inquiries from clients.
Receptionist
Petagree Boarding & Grooming
01.2017 - 06.2021
- Answered and successfully scheduled appointments, answered questions regarding services and pricing, resolved customer concerns/complaints while maintaining a friendly and helpful approach
- Effectively and accurately processed up to 600 inbound calls daily
- Created and maintained accurate customer files and appointments
- Audited system functions and processes to streamline work, increasing productivity and accuracy
- Recruited, interviewed, hired, trained, coached/mentored staff
- Maintained social media presence and promoted business growth via Facebook
- Established and maintained a positive relationship with clients and coworkers
- Provided timely and professional responses to all message and email inquiries from clients.
Communications Manager
Indianapolis Yellow Cab
01.2010 - 01.2016
- Managed 24/7 Call & Dispatch Center
- Responsible for up to 30 personnel
- Responsible for the handling and dispatching of 2000-3000 inbound service requests daily
- Consistently remained under budget while exceeding quality expectations
- Recruited, interviewed, hired, trained, coached/mentored, and terminated staff
- Established wages, increases, promotions, reviews, and disciplinary action
- Prepared work schedules to maintain optimal staff levels and provided employee evaluations and disciplinary actions to enhance performance/employee development
- Monitored service calls and daily operation of the department to ensure promote and courteous service
- Developed department-wide competitions to promote service excellence and maintain high morale
- Ensure large events are successfully completed, billed correctly, and promptly paid
- Established and maintained social media presence for the company
- Met with city and company officials to coordinate city, government, charitable events
- Solicited new business and establishment of corporate accounts.
- Promoted to train and develop up to 80 department supervisors, call counselors & dispatchers, as well as new hires
- Provided developmental training of all department staff
- Also responsible for supervising quality assurance and roadside assistance program employees
- Developed/implemented new work schedules that increased staff productivity
- Reduced call abandon rate from 11% to less than 1% within one year
- Improved service quality ranking from 57th to 11th within two years
- Created innovative work schedules to optimize staffing during peak business times
- Immediately identified and corrected system issues to maintain service levels and productivity
- Created/produced call counselor and dispatcher quality assurance evaluation form that enhanced empathy, job skills, quality, and accountability
- Established an online training program that was available to the entire organization
- Developed an accreditation exam that measured expectations and identified areas needing improvement
- Assisted with quality assurance (QA) initiatives as part of the leadership development of supervisory staff to enhance interviewing, hiring, scheduling, termination, coaching, and counseling processes
- Provided responsive technical assistance for computer system kit releases and enhancements and technical support for all D2000 applications
- Exceeded the National Automotive Quality Standards Association average in all categories
- Maintained positive communications with customers, associates, management, and AAA service facilities.
Internal Operations Trainer & Developer
AAA HOOSIER MOTOR CLUB
09.2000 - 01.2010
- Promoted to train and develop up to 80 department supervisors, call counselors & dispatchers, as well as new hires
- Provided developmental training of all department staff
- Also responsible for supervising quality assurance and roadside assistance program employees
- Developed/implemented new work schedules that increased staff productivity
- Reduced call abandon rate from 11% to less than 1% within one year
- Improved service quality ranking from 57th to 11th within two years
- Created innovative work schedules to optimize staffing during peak business times
- Immediately identified and corrected system issues to maintain service levels and productivity
- Created/produced call counselor and dispatcher quality assurance evaluation form that enhanced empathy, job skills, quality, and accountability
- Established an online training program that was available to the entire organization
- Developed an accreditation exam that measured expectations and identified areas needing improvement
- Assisted with quality assurance (QA) initiatives as part of the leadership development of supervisory staff to enhance interviewing, hiring, scheduling, termination, coaching, and counseling processes
- Provided responsive technical assistance for computer system kit releases and enhancements and technical support for all D2000 applications
- Exceeded the National Automotive Quality Standards Association average in all categories
- Maintained positive communications with customers, associates, management, and AAA service facilities.
- Responsible for supervising first shift dispatch and call center personnel (up to 40) in the delivery of emergency assistance
- Recruited, interviewed, hired, trained, coached/mentored, and terminated staff
- Prepared work schedules to maintain optimal staff levels and provided employee evaluations and disciplinary actions to enhance performance/employee development
- Monitored calls and daily operations, compiled and interpreted call center reports and statistics that exceeded service standards
- Successfully resolved on-the-spot customer concerns/complaints using tact/diplomacy.
Education
Business Leadership - Business Leadership
Western Governors University
01.2023 - 05.2024
General Studies - undefined
Ivy Tech State College
Indianapolis, IN 01.1999 - 05.2000
Graduate - undefined
Brown County High School
Columbus, INSkills
Problem Resolution
undefinedTimeline
Business Leadership - Business Leadership
Western Governors University
01.2023 - 05.2024
Team Lead
Peddle, LLC
03.2022 - Current
Universal Senior Advisor
Morley Companies
06.2021 - 10.2021
Receptionist
Petagree Boarding & Grooming
01.2017 - 06.2021
Communications Manager
Indianapolis Yellow Cab
01.2010 - 01.2016
Internal Operations Trainer & Developer
AAA HOOSIER MOTOR CLUB
09.2000 - 01.2010
General Studies - undefined
Ivy Tech State College
01.1999 - 05.2000
Graduate - undefined
Brown County High School
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