KEVIN J. LANDOLT
Saint Charles,MO
Summary
A seasoned business professional renowned for exceptional expertise in operations and project support, with a proven track record of success. Possesses extensive supervisory skills that have consistently garnered multiple promotions and increased responsibilities. Highly regarded for delivering superior performance and dedicated service within departmental operations. Known as an exceptional motivator, skilled in achieving both individual and organizational goals.
Overview
22
22
years of professional experience
Work History
Unemployment Claims Manager
Equifax Workforce Solutions
10.2021 - 06.2024
- Handle the detailed aspects of the Client Retention Plan, including assigning service teams, conducting introduction calls, and performing quality calls.
- Complete quality audits and evaluate services provided to clients, ensuring high standards are maintained.
- Directly supervise Unemployment Insurance Consultants and Leads, managing daily operations, evaluating performance reports, and addressing personnel matters such as hiring, time approval, reviews, mentoring, and training.
- Develop key employees within the department, focusing on performance evaluation, skill development, and the implementation of incentives related to performance, retention, and company goals.
Customer Service Supervisor, Operations
United Healthcare
02.2016 - 10.2021
- Coordinate, supervise, and account for the daily, weekly, and monthly activities of team members, setting priorities to ensure task completion and business goals are met, including BPQM Quality, Adherence, Compliance, Staffing levels, first call resolution, Service Level, inventory TAT, and AHT.
- Build successful relationships with other supervisors, managers, and departments, facilitating collaboration and communication across the organization.
- Identify and resolve operational problems using defined processes, expertise, and judgment, ensuring that processes support the needs of the business and its members.
- Conduct coaching and feedback sessions for team members, perform formal corrective actions, and analyze annual performance reviews to foster continuous improvement.
- Provide expertise and customer service support to members, customers, and other departments, ensuring agents provide complete and accurate information, manage daily progress on performance and quality, and support leadership positions in achieving their goals.
Customer Service Supervisor, Operations
Commerce Bank
01.2002 - 02.2016
- Directly supervise a team of 10 – 15 customer service representatives, ensuring prompt and accurate handling of information and service requests from bank customers via telephone calls.
- Manage team activities, including monitoring performance and reporting to the Contact Center manager. Foster staff development through ongoing coaching and feedback processes.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Education
Associate's Degree in Criminal Justice -
St. Louis Community College
Florissant, MO12.1996
Skills
Team Leadership
Time Management
Complex Problem-Solving
Verbal and written communication
Staff Training and Development
Project Management
Performance Management
Performance Evaluations
Key Performance Indicators
Teamwork and Collaboration
Decision-Making
Hiring and Training
Accomplishments
"Achieved recognition as Supervisor of the Year in 2010."
Timeline
Unemployment Claims Manager
Equifax Workforce Solutions
10.2021 - 06.2024
Customer Service Supervisor, Operations
United Healthcare
02.2016 - 10.2021
Customer Service Supervisor, Operations
Commerce Bank
01.2002 - 02.2016
Associate's Degree in Criminal Justice -
St. Louis Community College
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