Summary
Overview
Skills
Work History
Education
Certification
Key Qualifications
AdministrativeAssistant

Kelsea Hildebrant

Scottsdale,AZ

Summary

Dynamic and results-driven leader with over 10 years of experience managing high-performing teams in customer service, consumer support, and technical support roles. Passionate about creating a positive, engaging work culture that empowers employees to thrive while delivering exceptional service. Skilled in developing training programs that blend technical expertise with a customer-first and consumer-focused mindset, resulting in increased satisfaction and employee retention. Known for fostering a fun, collaborative atmosphere that drives productivity and ensures both team and client success.

Overview

20
20
years of professional experience
6
6

Certifications

Skills

  • Team leadership
  • Staff development
  • Performance evaluation
  • Strategic planning
  • Employee engagement
  • KPI tracking
  • Operational efficiency
  • Employee retention

Work History

Resolution Team Manager

Realtor.com
01.2016 - Current
  • Lead and manage multiple cross-functional teams, including Customer Resolution, Consumer Resolution, Industry Support, and Salesforce Support, ensuring the delivery of high-quality service through phone, email, and chat channels
  • Oversee people management responsibilities, including performance management, payroll, attendance (both in-office and virtual), coaching, performance improvement plans (PIPs), corrective actions, and the hiring process
  • Establish and implement performance initiatives and key performance indicators (KPIs) to align team goals with department and organizational objectives, driving consistent high performance
  • Monitor and evaluate team performance through comprehensive reporting, live monitoring, one-on-one meetings, annual reviews, team huddles, and performance improvement plans
  • Develop and maintain training and process documentation to enhance technical expertise, product knowledge, and customer service skills, fostering a culture of continuous learning
  • Drive continuous process improvements to streamline workflows, boost productivity, and enhance team efficiency, ensuring optimal service delivery
  • Foster collaboration, communication, and knowledge-sharing to resolve complex issues effectively and maintain high-quality support standards
  • Implement employee engagement initiatives to enhance motivation and morale, cultivating a fun, productive work environment that reduces turnover and supports retention
  • Provide high-level, white-glove support for escalated issues, including those involving high-profile clients or complex technical challenges, ensuring resolution and client satisfaction.
  • Provide on-site technical and customer support at annual conventions, engaging with customers directly to drive product adoption and enhance customer relationships
  • Utilize continuous monitoring to identify and address trending technical issues or outages, minimizing customer impact and provide timely updates to key stakeholders.
  • Collaborate with cross-functional teams (Product, Engineering, Retention, etc) to relay customer feedback, identify opportunities for improvement, and stay aligned on product updates and technical challenges

AT&T Customer Relations Team Leader

Convergys
08.2010 - 12.2015
  • Trained, motivated, and held accountable a team of 15-20 retention customer service agents, ensuring the resolution of customer issues and the delivery of best-in-class service
  • Supported team members in developing product knowledge and skills necessary to resolve customer issues efficiently and provide exceptional service
  • Assisted in the launch of the first AT&T Commitment and ACE Specialist teams at a vendor site, contributing to the success of a new initiative
  • Developed and implemented training modules for new Commitment Agents across multiple vendor centers, ensuring consistent knowledge transfer and team success
  • Identified and analyzed skill gaps through performance data and direct observations, validating assumptions and implementing targeted strategies to close gaps and improve overall team performance
  • Built strong, trust-based relationships with team members, learning their unique behavioral and learning styles to tailor coaching and motivation strategies for maximum impact
  • Created and delivered customized coaching plans on a daily, weekly, and monthly basis, focused on individual performance improvement and professional development
  • Managed daily administrative duties and monitored team efficiency, including tracking attendance, agent productivity, and other key performance metrics to ensure smooth operations

Data Entry Specialist

U.S. Collections West
02.2010 - 07.2010

Training Professional

Peter Piper Pizza
04.2005 - 08.2008

Account Manager

Discover Financial Services Inc.
01.2007 - 07.2008

Education

Associate of Arts -

Apollo College
Phoenix, AZ

High School Diploma -

Deer Valley High School
Glendale, AZ

Certification

  • Typing Certification: 79 WPM
  • AWS: Fundamentals for Beginners
  • Google Analytics
  • Introduction to Cybersecurity
  • Excel for Beginners
  • Salesforce Trailhead

Key Qualifications

  • Experience: More than 15 years of customer service experience in a call/chat center environment, both in person and remote.
  • Team Leadership: Proven ability to lead, motivate and hold accountable large teams of 20-25 customer service agents to achieve high performance and service standards.
  • Training & Development: Expertise in creating and delivering training programs to enhance product knowledge and customer service skills.
  • Performance Management: Experienced in monitoring and analyzing team performance metrics (e.g., productivity, attendance) to ensure service excellence and to meet organizational goals.
  • Issue Resolution: Proven ability to resolve complex customer issues quickly and effectively, ensuring high satisfaction levels.
  • Data-Driven Problem-Solving: Skilled in analyzing performance data and identifying skill gaps to implement targeted action plans for improvement.
  • Process Improvement: Strong track record of identifying process inefficiencies and driving changes to improve productivity and service quality.
  • Cross-functional Communication: Experience in supporting the successful launch of new teams, products and initiatives within the workplace by supporting cross-functional communication and knowledge-sharing.
  • Administrative Skills: Well-versed in managing daily tasks like attendance tracking and productivity monitoring to ensure operational efficiency.
  • Customized Coaching: Ability to create and deliver personalized coaching plans based on performance metrics for continuous improvement.
  • Adaptability: Able to manage shifting priorities and resolve complex service issues while maintaining a focus on customer satisfaction.

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Kelsea Hildebrant