Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Kimberly Rollag

St. Petersburg

Summary

Seasoned Operations Manager and talented leader with over 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Mobile Customer Service Operations Manager

Spectrum
01.2019 - Current
  • Daily management of Tier 3 and Tier 1 teams team in resolution of activation failures, billing escalations, handling of executive escalations
  • Pilot new processes and procedures to improve efficiency and customer experience
  • Develop people-leaders in both offline and front-line roles
  • Work with cross-functional groups to ensure processes in place satisfy the needs of the business
  • Identify opportunities for continuous improvement in the customer experience
  • Work with Operations Support team and senior leadership to address process improvement opportunities.

Provisioning and Activation Center (PAC) Supervisor

Spectrum
01.2018 - 01.2019
  • Coach and develop team of new PAC coordinators in improving Average Handle Time (AHT), Productivity, Schedule Adherence, and First Touch Resolution (FTR)
  • Ensure compliance with all policy and procedures
  • Daily management of department to ensure order readiness for phone installation/activation
  • Address questions as they arise regarding various order exceptions
  • As the closing supervisor, responsible for all end of day reporting
  • Investigate and resolve escalations related to phone port and order readiness issues
  • Interface with other departments to resolve customer issues
  • Identify opportunities for continuous improvement and work with senior leadership to address process improvement.

Corporate Escalations Desk Specialist/Lead

Spectrum
01.2012 - 12.2017
  • Assist leadership in managing team to meet and exceed SLAs for on-time completion of complaint tickets and proper assignment of root causes
  • Assisted newly acquired escalations groups with Quality Analysis of escalation tickets, providing feedback for continuous improvement
  • Reviewed agency responses prepared by team members before submission to the Legal Department
  • Provided feedback to team members to improve the quality of the written responses
  • Developed processes for handling BBB Mediations, Closed Captioning issues, Rural Call Completion issues, and tracking and updating complaints closed by the BBB before resolution and response
  • Selected as 2015 2nd Quarter Charter Champion for work with the Legal Department to improve the quality of Agency responses.

Customer Retention Advisor

Spectrum
01.2009 - 01.2012
  • Diligently and professionally handled customer service issues, which include correcting account errors, educating customers about products and services, and developing long-term relationships with customers across the country
  • Recognized as “Top Retention Specialist” in May of 2011 with 179% achievement to goal of retained revenue.

Cashier Shift Manager

Harrah’s Caesar’s Entertainment
01.2005 - 01.2009
  • Directed daily operations of cashiering department
  • Managed and audited a balance sheet of $165M
  • Partnered with accounting department to audit balance sheet and investigate variances
  • Conducted analysis of cage transactions and reduced labor costs with no adverse service impacts by consolidating cages
  • Improved cash level by reducing cash on hand by 58% from $17.5M to $7.5M daily without impacting service levels through continuous process improvements, contributing to the department’s #1 position in the division
  • Directed projects to develop policies and procedures for handling of unpaid taxable jackpots, World Series of Poker Tournament circuit events, and errors in the Chip Bank accountability
  • Developed and implemented programs to improve department’s continuous service measurements, taking the team from a low metric of 28% top box scores to leading the property in customer satisfaction scores.

Corporate Integration Trainer

Harrah’s Caesar’s Entertainment
01.2005 - 01.2006
  • Trained 200+ supervisory and management employees and 500+ frontline employees in Harrah’s proprietary customer service delivery methods at newly integrated properties during the merger with Caesars Entertainment.

Casino Operations Supervisor/Training and Hiring Manager

Harrah’s Caesar’s Entertainment
01.1997 - 01.2005
  • Managed the daily operations of Table Games dealers and Slot attendants, including coaching and development
  • Conducted all training of table games employees in game processes, game protection and customer service
  • Wrote training programs for casino table games, supervisory skills, and customer service
  • Managed the hiring process for all Table Games dealers and Supervisors, including pre-employment testing, skills assessments and interviews.

Education

Master of Business Administration - International Business

University of South Carolina
Columbia, SC

Bachelor of Fine Arts - Visual Communications

University of Kansas
Lawrence, KS

International Study Programs

Skills

  • Process Improvement
  • Team Leadership
  • Operations Management
  • Performance Management
  • Staff Development
  • Operational Efficiency
  • Process Improvement Strategies
  • Continuous Improvements
  • Organizational Management
  • Financial Management

Websites

Certification

Certificate in Leadership Development, University of New Orleans 2008


Timeline

Mobile Customer Service Operations Manager

Spectrum
01.2019 - Current

Provisioning and Activation Center (PAC) Supervisor

Spectrum
01.2018 - 01.2019

Corporate Escalations Desk Specialist/Lead

Spectrum
01.2012 - 12.2017

Customer Retention Advisor

Spectrum
01.2009 - 01.2012

Cashier Shift Manager

Harrah’s Caesar’s Entertainment
01.2005 - 01.2009

Corporate Integration Trainer

Harrah’s Caesar’s Entertainment
01.2005 - 01.2006

Casino Operations Supervisor/Training and Hiring Manager

Harrah’s Caesar’s Entertainment
01.1997 - 01.2005

Master of Business Administration - International Business

University of South Carolina

Bachelor of Fine Arts - Visual Communications

University of Kansas

International Study Programs

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Kimberly Rollag