Kendra Mattson
Senior Supervisor
Santa Rosa,CA
Work Preference
Summary
Senior Supervisor with extensive experience in managing daily operations and leading high-performing teams. Proven track record of driving performance improvements and achieving operational excellence. Successfully streamlined processes and enhanced team productivity in previous roles, and fostered a positive work environment.
Overview
21
21
years of professional experience
Work History
Customer Technical Support Senior Supervisor
Tandem Diabetes Care
San Diego, USA
11.2024 - Current
- Implemented process improvements to enhance productivity and quality control.
- Conducted performance evaluations and provided constructive feedback to staff.
- Facilitated communication between management and frontline employees effectively.
- Developed training materials and resources for ongoing employee development.
- Participated in strategic planning initiatives to improve operations.
- Analyzed data to identify trends or opportunities for improvement.
- Provided coaching and guidance for supervisors to strengthen leadership capabilities within the organization.
Director of Media (Volunteer)
Memorial Scholarship Foundation
Santa Rosa, CA
01.2005 - Current
- Troubleshot technical issues with website and payment services to ensure seamless operations.
- Trained and coached volunteers to execute duties effectively and efficiently.
- Facilitated collaboration between teams by promoting open communication channels.
- Forecasted inventory and volunteer headcount for successful event planning.
- Analyzed market trends to guide business decisions and operational strategies.
Customer Technical Support Supervisor
Tandem Diabetes Care
San Diego, USA
02.2022 - 11.2024
- Led pilot to establish specialized queue type, reducing occupancy by 4% through efficient allocation.
- Managed 19 temporary specialists, converting 89% to permanent roles based on performance.
- Improved team KPIs in two months: Call Monitoring scores up 7.33%, Error Rate down 3.06%, Average Handle Time down 23.26%.
- Motivated team of 16 technical support experts to deliver proactive and reactive customer support.
- Achieved or surpassed operational metrics and customer support experience targets consistently.
- Provided mentorship and training as subject matter expert for Customer Technical Support specialists.
- Conducted regular one-on-one meetings with direct reports to review performance and coaching needs.
- Participated in Celebrations Committee to boost team morale and enhance departmental retention.
Customer Technical Support Lead
Tandem Diabetes Care
San Diego, USA
03.2021 - 01.2022
- Participated in Celebrations Committee to boost team morale through event planning and communication.
- Investigated weekly malfunction cases to assess effectiveness of troubleshooting guidelines for resettable issues.
- Identified agent needs and developed resources to enhance productivity, including a training folder for Spanish recordings.
- Conducted regular one-on-one meetings with direct reports to review metrics and provide coaching.
- Recommended adjustments to troubleshooting scripts, reducing errors in call documentation.
- Served as subject matter expert for CTS Specialists, providing technical expertise and mentoring.
Education
International Studies - Economics, Italian Literature
UC San Diego
La Jolla, CA06.2012
Skills
- Group and individual management
- Issue resolution
- Critical thinking
- New hire training
- Training manual development
- Written and verbal communication
- Trainee call monitoring
- Documentation accuracy review
- Team feedback provision
- Microsoft Office and CRM proficiency
- Time card and PTO management
- Cross-functional collaboration
- Process improvement
- Change management
- Waste reduction
Timeline
Customer Technical Support Senior Supervisor
Tandem Diabetes Care
11.2024 - Current
Customer Technical Support Supervisor
Tandem Diabetes Care
02.2022 - 11.2024
Customer Technical Support Lead
Tandem Diabetes Care
03.2021 - 01.2022
Director of Media (Volunteer)
Memorial Scholarship Foundation
01.2005 - Current
International Studies - Economics, Italian Literature
UC San Diego
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