Kristen "Kae" Harrison

• Achievements/Tasks o Provide leadership, mentoring, and coaching to 12 customer service staff
• Develop, implement, improve, and supervise customer service processes within a call center environment
• Coordinate day-to-day customer service needs
• Produce and deliver effective customer communications
• O Produce effective information for leadership and team members
• Develop and deliver Key Performance Indicators (KPIs) and billing metric targets
• O Collaborate with internal and external partners to adjust program delivery practices to ensure best-in-class service
• O Monitor and evaluate call center agent call behaviors to ensure quality standards and program regulations are met
• Develop quality standards through data and process analysis assuring NSC services always meet customer expectations for quality
• Assure process and data integrity measures are in place with consistent auditing and communication
• O Continuously seek better ways to enhance customer service and cost effectiveness.

• Co-administrator for robust website which accounts for more than 45% of overall sales, supports live chat, over 21,000 inventory items, and in stock same day shipping
• Secondary Administrator of end-to-end database (Oracle NetSuite)
• Perform as HR Generalist, Accounts Receivable, competitive bidding and contracts, Marketing, Account Management, Customer Service/Customer Relationships, and Interim Warehouse Manager as needed
• Recommended, planned, and implemented paperless invoicing - reducing expenses, as well as shortening the accounts receivable cycle by an average of two weeks
• Performed a full audit of our customer database, categorized all customers for more efficient and targeted marketing, and streamlined our inventory to improve the customer experience.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.

• Supervisor for virtual call center for COVID-19 response for New York State Department of Health with 22 direct reports, 160 indirect reports
• Customer escalations developed and presented weekly training, customer service development, analytics, metrics, and reporting
• Recognized for excellence in training, including spreadsheet training, database management, effective use of Microsoft Teams, Using the
• Google suite, LexisNexis, situational de-escalation techniques, and best practices
• Recognized for excellence in management and supervision of remote employees.

• Managed the call center, including major account management, as well as sales and inventory management leadership
• Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
• Provided sales and customer service training, including leads generation, setting and exceeding customer expectations, de-escalation techniques, and deepening account engagement.
• Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
• Cultivated productive relationships and maintained quality communications with account contacts to maximize client retention.

• Ran the Student Employment Program for two campuses, with 5 annual hiring cycles
• Provided multi- campus HR benefits administration, (including annual enrollment, FMLA, COBRA, ADP Workforce, and paid leaves)
• Provided onboarding, systems training, diversity and inclusion training, and harassment prevention training using learning management systems (LMS) in person/classroom training, and distance learning
• Helped to redesign, implement, and provided ongoing support for new performance evaluation system
• Updated employee handbook
• Created and implemented an exit interview process.
• Liaised between management and employees to deliver conflict resolution, alleviate problems, and interpret compensation and benefits policies.

• Onwer/Operator 0f an independent mail and parcel center and an independent retail candy store
• HR, Sales and Account Management
• Marketing, Accounting, Lease and equipment negotiations, and Vendor Management.
• Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
• Trained and motivated employees to perform daily business functions.
• Managed day-to-day business operations.
• Fostered strong professional network and partnership building skills to connect with quality leads.

• Top-Ranked Sales Consultant in Durable Medical Sales
• Promoted to Sales Team Manager, helped to create and develop the Medicare Audit and Compliance department, including insurance verification, quality monitoring, sales training, and insurance billing
• Promoted to Corporate Trainer/Performance Consultant, helped to develop a wide variety of training courses, including referral generation, New Employee Orientation, field personnel alignment, and HIPAA compliance
• Provided training, coaching, and staff development for 2600+ staff, including C-Suite.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Reviewed internal systems and organized training plans to address areas in need of improvement.

Communications majors excel at synthesizing large amounts of information, sharing it with clarity, and finding common ground quickly.