Kathy Mortensen
Lehi,UT
Summary
Performance-oriented Leader offering exceptional record of achievement over 25-year career. Tenacious manager with strategic and analytical approach to solving problems. Goal-oriented manager with distinguished experience in customer service industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving key performance indicators
Overview
24
24
years of professional experience
Work History
Director Customer Advocacy and Success Team
Human Interest
Lehi, Utah
05.2021 - Current
- Developed and maintained cross-functional relationships across the enterprise.
- Conducted research, gathered information from multiple sources and presented results.
- Oversaw daily operations to ensure high levels of productivity.
- Collaborated with executive leaders to reduce company churn.
- Collaborated with product and engineering to reduce open to closed cases by 24 percent.
- Work with multiple companies participants and admins to increase AUM and grow the business.
- Strong trouble shooting skills and the ability to make data driven decisions and actively manage.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Direct responsibility for NRR and gross margin.
Sr Operations Manager
SoFi
Salt Lake City, Utah
08.2014 - 04.2021
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Provided leadership for continual management and employee training initiatives.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Created and implemented aggressive action plan to address pressing cost control needs.
- Mitigated business risks by working closely with staff members and assessing performance.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans
- Oversite of 2 owned and operated sites 4 BPO's and student loan servicing center
Director Customer Service Operations
Ken Garff Automotive
Salt Lake City , UT
06.2014 - 08.2017
- Built out the Service Call Center from 1 employee to 100 FTE for a leading Automotive group with 52 dealerships
- 20 percent improvement in customer satisfaction scores
- Improved shop utilization by 30 percent
- Tracked results of various promotional campaigns by gathering feedback from customer and recommended areas of improvement.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Developed working relationships with internal and external customers while assisting with account management for multiple supervisors and managers to meet company service demands.
Sr Operations Manager
Results Company
Provo , UT
01.2013 - 07.2014
- Recommended sales strategies for improvement based on regular market research and competitor analysis.
- Maintained up-to-date knowledge of competitor products and pricing in market served.
- Managed 5 supervisors which each had teams of 15.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Sr. Operations Manager
DIRECTV
Denver, Colorado
09.2000 - 06.2012
- Managed 5 plus BPO groups for DIRECTV customer service and retention during a 11 year period.
- Improved customer churn from and improved LTV year over year.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Led business planning, developed market strategy and established direct procurement of products from Customer Service in a BPO space.
- Responsible for building out new retention outbound campaigns and managing for improvement to reduce churn, increase revenue and identify opportunities for improvement.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
Skills
- Gainsight Leadership and People Development
- Recruiting Hiring
- Customer Retention
- Regulatory Compliance
- Organizational Development
- Strategic Planning and Execution
- Relationship and Team Building
- Judgement and Decision Making
- Integrity and Transparency
- Adherence to high customer service standards
- Leadership and team building
- Experience with Sales Force, InContact and various other call center software
Timeline
Director Customer Advocacy and Success Team
Human Interest
05.2021 - Current
Sr Operations Manager
SoFi
08.2014 - 04.2021
Director Customer Service Operations
Ken Garff Automotive
06.2014 - 08.2017
Sr Operations Manager
Results Company
01.2013 - 07.2014
Sr. Operations Manager
DIRECTV
09.2000 - 06.2012