Kayla Clark

• Program Coordination:

Create, execute, monitor, and update processes for assigned state program(s) to ensure effectiveness and efficiency. Clearly communicate process updates and changes to all involved.
• Monitor the submittal of class records and the daily deposit of program fees; monitor the electronic transmittal of data and the payment of fees to the state agency; track the entry of completion records in the computer.
Assist across all state programs as needed; offer guidance and support to colleagues.
• Troubleshoot problems and make suggestions on resolutions, efficiencies, and standard operating procedure documentation.
• Assist the supervisor with NSC-leased classroom locations. Troubleshoot access, system, AV, and other facility issues. Dispatch vendors or staff accordingly; document issues, and develop processes to avoid future issues.
Provide the Training Scheduler with input regarding training locations, contracts, and negotiating classroom fees within the budget.
• Review and approve monthly course schedules, assuring cost-effectiveness, and maximizing leased site classroom use to keep costs at or under budget.
• Audit and record class registration processing fees. Maintain paper and computer records for daily deposits, and provide required documentation to the state agency and accounting as needed.
Research, audit, document, and resolve a variety of accounts receivable and payable transactions, and customer account-related issues.
• Oversee and/or assist the Instructor Coordinator with the scheduling of Instructor Courses and Continuing Education Courses by notifying prospective students of upcoming classes and registering approved candidates.
Oversee part-time instructor monitoring and mandatory instructor safety training. Consult with the supervisor, and provide verbal and written monitoring feedback to instructors in a timely manner.
• Regulatory/Contract Compliance:

• Work cooperatively with regulatory agency representatives and maintain current knowledge of all regulatory requirements.
Develop and maintain the current manual of rules and procedures for staff and instructors.
• Oversee the preparation of state notifications, review any state agency feedback, or change management expectations; make necessary corrections to driver files, and re-transmit as appropriate.
• Assure the mailing of class evaluations. Monitor responses for feedback regarding instructors. Consult with the supervisor and take appropriate corrective action (coaching, education, discipline); maintain accurate and complete documentation for state agency audits.
• Initiate email campaigns as required to keep state agency instructors apprised of all regulatory and procedural changes.
Assist with RFPs and state program contract renewals as required through analysis, documentation, and/or reporting.
• Customer Service/Team Leadership:

• Communicate with prospective students, customers, regulatory agency administrators, and instructors on a variety of matters.
• Answer calls, provide program information, research, and resolve enrollment and completion problems.
• Handle escalated calls, resolve difficult or complex questions and problems, and provide quality customer service.
Seek input and buy-in from key stakeholders in formulating ideas and project plans.
Provide administrative and leadership support to management, and serve as a substitute for other department staff as required.
Review and regularly update all customer touchpoints to assure accuracy, clarity, ease of doing business, and inclusion of information to reduce unnecessary customer calls.
• Reporting and Other Job Duties:

• Perform other operational, administrative duties as assigned. Responsible for end-of-the-month reports on state programs, training, revenue, and services.
Compose written correspondence to customers when necessary.
Provide administrative support to staff, program coordinators, and management, as needed.
Other duties as assigned.

• Coordinated daily call center operations to enhance customer service efficiency.
• Managed scheduling and staffing to ensure optimal call center coverage.
• Trained new team members on company policies and customer service protocols.
• Monitored call quality and provided feedback for continuous improvement.
• Assisted in developing training materials for ongoing staff development.
• Implemented solutions to streamline communication between departments effectively.
• Maintained accurate records of customer interactions and resolutions in the database.
• Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations .
• Monitored call center performance metrics such as average call duration and abandonment rate.
• Maintained up-to-date knowledge of products, services, processes, procedures, regulations.
• Resolved customer complaints in a timely manner according to company policies.
• Provided product information, pricing details, and order status updates to customers.
• Managed daily operations of the call center including scheduling, staffing, and resource allocation.
• Answered incoming calls and provided technical support to customers.
• Coached team members on proper telephone etiquette techniques.
• Collaborated with other departments to streamline processes and improve overall efficiency.
• Ensured that all customer inquiries were answered promptly and professionally.
• Interacted with customers via phone or email to address inquiries or provide additional information.
• Created detailed customer service reports and tracked customer interactions.
• Assigned tasks to call center agents based on their skill sets and availability.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Updated customer accounts, addresses and contact information within call management databases.
• Maintained strong call control and quickly worked through scripts to address problems.
• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Delivered constructive call process feedback.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Trained and supervised new employees to promote overall team productivity and consistent service.
• Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
• Managed escalated customer complaints, ensuring timely and effective resolution.
• Monitored call recordings to identify areas for improvement and compliance with protocols.
• Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
• Ensured compliance with company policies and regulatory requirements within the call center.
• Oversaw daily operations of call center team, ensuring adherence to performance standards.
• Delegated work to staff, setting priorities and goals.
• Directed and supervised staff performance.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Responded to customer inquiries and delivered appropriate information after carefully researching issues.
• Identified appropriate solutions to minimize issues and quickly solve problems.
• Coached staff on strategies to enhance performance and improve customer relations.
• Reviewed customer complaints to determine appropriate methods for resolution.