Kathy Neumiller
Talking Rock,Ga
Overview
20
20
years of professional experience
15
15
Administrative Experience
4
4
years of post-secondary education
Work History
Director - Customer Service
Global Sourcing Group, INC DBA Sakon
Concord
12.2014 - Current
- Established strong relationships with key stakeholders, both internal and external
- Analyzed performance metrics, implementing changes as needed to optimize results
- Oversee daily operations, ensuring efficiency, productivity and compliance with relevant regulations, policies and procedures
- Increasing overall customer satisfaction rates to 93%
- Implement new technology solutions to improve efficiency or effectiveness, assessing risks associated with decisions and strategies before implementation
- Increasing average productivity by 50%
- Review operations regularly, developing strategic plans to achieve business goals and objectives
- Monitor best practices to stay current with industry standards
- Manage customer experiences with close eye on team interactions, touchpoints and methods of engagement.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Interacted well with customers to build connections and nurture relationships.
Customer Service Manager
Contractor at Global Sourcing Group, INC DBA Sakon
Concord
02.2010 - 12.2014
- Direct team of customer service professionals, monitoring work quality, handle schedules and personalized training sessions as well as motivated performance to meet strict targets
- Achieved customer satisfaction with professional management of complex escalated customer concerns
- Liaised with director to maintain budgets for staffing, resources, and technology needs
- Simplifying decision-making with weekly detailed reports for the executive team
- Implemented auditing of phone, email, chat and other customer interactions to enforce service standards, increasing customer satisfaction by 50%
- Created knowledge base containing common questions or issues faced by clients along with their corresponding resolutions for easy access by all team members
- Led initiatives focused on reducing response times, increasing first-contact resolutions to 85% and improving customer satisfaction rates to 90%.
- Developed and maintained courteous and effective working relationships.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Provided professional services and support in a dynamic work environment.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
Summary
Results-driven Customer Service Director with demonstrated expertise in establishing and overseeing a global 24/7 customer support center, focusing on customer service programs. Leverages data-driven perspective to identify bottlenecks and optimize operations. Skilled in de-escalating conflicts, working directly with customer leadership to handle escalations at a high level, tracking metrics and establishing effective policies. Embraces customer-first strategy with service delivery that demonstrates the company’s core values
Education
Bachelor of Science - Business Admin/ Finance/ Accounting
Adams State University
Alamosa, CO 05.1984 - 12.1987
Skills
- Project Management
- Staff Development
- Contract Negotiation
- Project Coordination
- Business Development
- Operations Management
- Business Administration
- Budget Control
- Hiring and Retention
- Charismatic Leader
- Innovation management
- Cross-functional team leadership
- Contract and Vendor Management
- Corporate Communications
- Strategic Planning
- Team Management
- Account Management
- Quality Assurance
- Training and mentoring
- 24/7 Global Operations
- Focused on Customer Satisfaction
- Management of Global Remote Workforce
- Excellent Time Management Skills
- Tactful and Diplomatic Handling of Escalations
- Cross-Functional Collaboration
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company CultureCareer advancementWork-life balanceHealthcare benefitsPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved greater global customer access to support by introducing Who's On Chat Software for customer language support tasks.
Languages
English
Native or Bilingual
Software
Microsoft Suite
Service Now
Jira
WhosOn Chat
Ring Central
HubSpot
Sales Force
Timeline
Director - Customer Service
Global Sourcing Group, INC DBA Sakon
12.2014 - Current
Customer Service Manager
Contractor at Global Sourcing Group, INC DBA Sakon
02.2010 - 12.2014
Bachelor of Science - Business Admin/ Finance/ Accounting
Adams State University
05.1984 - 12.1987