KEVIN PANCOAST
Seattle
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
CASCADE TRAINING SOLUTIONS
03.2023 - 01.2026
- Managed the schedules and communication for more than 50 instructors on a daily and monthly basis.
- Managed the scheduling of classes for 12 large hospitals in the Western Washington region, resulting in more than 80 classes per month.
- Led a team of 6 support agents in the Washington region.
- Improved client communications by implementing quarterly business reviews with all Washington enterprise clients.
- Presented business case for a new phone software to the VP of Operations and the President of the company. After implementation, it reduced costs significantly and increased customer support productivity.
- Led projects to create improvements to the proprietary database and scheduling software. Provided Use Case scenarios to best communicate with the development team on how each improvement should function.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
EDI Implementation Project Manager, Contract
HEWLETT PACKARD ENTERPRISES WITH KFORCE INC.
04.2022 - 11.2022
- Led a 3-month client onboarding project, resulting in the automation of projected $15m worth of yearly orders with a company wide impact of 0.5% on manual ordering.
- Organized weekly stakeholder meetings to drive the project tasks, milestones, and key deliverables.
- Drove the quality assurance testing and analysis of all EDI documents transmitted to the client.
- Created comprehensive documentation, weekly presentations, and status reports using Google Suite and MS Office to support effective communication across project teams.
- Assisted an organization wide testing for mixed hardware and software subscription purchase orders.
- Conducted testing for a specific scenario and drove the scenario to successful completion. Used JIRA to provide and drive communication with IT on the defects backlog.
- Remote
EDI Project Manager
TRUE BRANDS
08.2020 - 09.2021
- Within a year, helped 51 customers to become fully integrated into our Electronic Data Interchange ordering management system.
- Delivered all project tasks and milestones.
- Communicated deliverables through reports daily and weekly to all stakeholders.
- Conducted User Acceptance Testing for all EDI documents with each customer.
- In under five months, coordinated and executed a private label brand launch with Walmart with placement into 220 stores.
- Managed the operations for the Walmart stores account, resulting in a yearly revenue of $3.5 million.
Customer Service Manager
TRUE BRANDS
07.2018 - 08.2020
- Led the opening of a new office in Manila, Philippines, moving the customer service department from Seattle to Manila. This decreased labor cost for the customer service department by 33% and increased production by 400%.
- Onboarded 138 or more employees from 2016 to 2020 which accounted for 100% of the sales and customer service staff and 50% of the sales operations team (at least 25% of the company).
- Created and implemented a month-long onboarding process for new hires. Worked cross-departmentally to include knowledge in the training from Operations, sales, e-Commerce, supply chain, and product managers.
- In less than three weeks, led and operationalized the transition from in-office workspace to being totally remote following government quarantine ordinance. During this time, 45 employees were onboarded to two new phone software programs.
- Mastered reports and SQL to analyze customer service key performance data using NetSuite, Excel, Smartsheet, and Domo. Reports reviewed daily by the customer service team, sales teams, head of sales, the CFO, and the CEO using data to inform strategic business decisions.
- Led and coached teams of up to 8 direct reports as well as two team managers.
Customer Service Team Lead
TRUE BRANDS
06.2016 - 07.2018
- Led and ran administration for a cloud-based phone software project. In under two months, fully ported over business functions from hardline to cloud-based phone system.
- Within two months, executed a project to improve the Live Chat function of the website. Overall, increasing customer satisfaction by introducing a ticketing system for after hours and providing higher-level response metrics. Achieved by higher availability and faster responses noted by polled customers.
- Led a customer service project to implement customer satisfaction surveys. Created survey questions and collaborated cross-departmentally with business analysts and IT to implement the vision of the project. After successful implementation, reported actionable feedback through weekly reports to directors and CEO for the improvement of employee and customer satisfaction.
- Owned the onboarding and interviewing process.
- Mastered reports and SQL to analyze customer service KPI data using NetSuite, Excel, Smartsheet, and Domo.
- Led and coached teams of up to 8 direct reports.
Customer Service Representative
TRUE BRANDS
02.2016 - 06.2016
- Handled all inbound inquiries from businesses and consumers. Actively listened to all customers to provide the best possible customer experience and provide feedback for the company.
- Worked with sales teams to learn policies and best practices. This helped to increase knowledge about product offering and offer better upselling to prospective clients.
- Improved the returns process to reduce unnecessary inbound inquiries. This increased customer service productivity by at least 15%.
Education
BA - Liberal Arts And Sciences
Washington State University
Pullman, WA01.2013
Skills
- Google Suite
- MS Office
- Asana
- Microsoft Project
- Project Management
- Lean
- Cross-team collaboration
- Team leadership
- Staff training
- Problem-solving
Websites
Certification
- Project Management Specialization from Google - Focuses: Foundations, Project Initiation, Project Planning, Project Execution, Scrum, Waterfall, and Agile Methodologies, and Simulated Real World Application.
- International Project Management Rochester Institute of Technology
- Green Belt Certification Lean Six Sigma - Certified by LSSE.
Timeline
Operations Manager
CASCADE TRAINING SOLUTIONS
03.2023 - 01.2026
EDI Implementation Project Manager, Contract
HEWLETT PACKARD ENTERPRISES WITH KFORCE INC.
04.2022 - 11.2022
EDI Project Manager
TRUE BRANDS
08.2020 - 09.2021
Customer Service Manager
TRUE BRANDS
07.2018 - 08.2020
Customer Service Team Lead
TRUE BRANDS
06.2016 - 07.2018
Customer Service Representative
TRUE BRANDS
02.2016 - 06.2016
BA - Liberal Arts And Sciences
Washington State University