Kim Ackerman

Managing a contact center of over 500 agents to maximize the use of agent labor by forecasting the volume of transactions calls, messages or emails and scheduling the correct number of agents with the proper skills at the right time to handle the expected volume of transactions.

Managing 21 agent in Customer Experience to ensure interactions meet a defined quality standard within the organization.

• Implemented and developed operational standards, policies and procedures.
• Provided strong leadership to enhance team productivity and morale.
• Developed proposals and presentations for internal and external audiences.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Evaluated hiring, firing, and promotions requests.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Produced staffing matrix to provide adequate coverage of department.

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Provided sales and customer service assistance
• Responded to telephone and in-person requests for information.
• Followed up with existing customers to provide additional support and address concerns.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Onboarded new employees with training and new hire documentation.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.