KELLY KINNEY

Collaborate with recruiting team to interview, select, and onboard diverse, top talent.

Work closely with training team to ensure the success of newly hired Case Processors.

Manage team's performance, attendance, and behavior.

Provide action planning and additional training to enhance performance of under performing Case Processors in meeting department expectations.

Ensure adherence to federal regulations and company standards through regular weekly audits.

Ensure exceptional customer service by maintaining consistent SLA performance.

Achieve seamless execution of local market events through efficient coordination, meticulous planning, and strategic partnership with external organizations for volunteer activities.

Attend Board meetings and host Ambassador meetings, collaborate, and network with fellow employees.

Enhance cross-departmental participation and enthusiasm through effective communication of various events.

Developed and maintained a team of call center representatives to meet performance standards.

Conducted regular meetings with staff to discuss performance goal, issues or changes in processes or procedures.

Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.

Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.

Assisted with the development of employee training programs related to loss prevention topics such as shoplifting awareness and fraud detection methods.

Conducted investigations into suspected internal and external theft cases, including interviewing personnel and witnesses.

Provided feedback to store management regarding potential risks or violations of security protocol.

Maintained a high level of customer service while enforcing loss prevention policies.

Managed the recruitment, hiring, and training of Loss Prevention Officers in adherence to company policies and procedures.