Rhodé Kirkpatrick
Apison,US
Summary
Seasoned Senior Manager with deep understanding of strategic business planning and development. Strengths include strong leadership, effective communication skills, decision making abilities, and problem-solving capabilities. Have consistently delivered results in previous roles by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Experience
HomeServe USA
Chattanooga, US
01.2021 - Current
- Own the operational strategy and performance of the Office of the President team, consisting of 48 employees with various levels, roles and responsibilities
- Continuous improvement leader; identifying simplification opportunities and driving automation and robotic process enhancements; reducing cost per complaint by 21.7% to achieve a $125K savings.
- Co-manage the shared services departmental budget of $5m
- Analyze reporting to identify and communicate customer insights received through live phone/web interactions, survey responses, and social media traffic
- Support Legal & Regulatory Case Managers in investigating, resolving and responding to complex DOI, Attorneys General, Consumer Affairs and BBB complaints
- Partner with Legal department to strategize on case solutioning and compliance risk minimization
- Collaborate with and influence business partners in developing solutions where a service breakdown has been identified
Manager, Repair Management
HomeServe USA
Chattanooga, US
01.2020 - 01.2021
- Claims department Manager, leading and supporting team of 10 Repair Management Supervisors and 150+ Contact Center Agents
- Co-managed and assessed the performance of our third party vendors and provided guidance in areas where underperforming
- Succession Planning: Developed Team Leads and emerging front-line leaders in preparation for their next career step through various training, assigned projects and focused developmental conversations
- Participated in the development of ; including building training materials and process development
Customer Advocacy, Real Time Insights and Customer Loyalty Manager
HomeServe USA
Chattanooga, US
01.2018 - 01.2020
- Led cross functional team of 22 agents; researching and resolving corporate complaints
- Analyzed customer journeys, identified root causes and provided reporting to Operational areas for active coaching and process refinement
- Initiated and led Continuous Improvement projects and training sessions to enhance team performance and customer satisfaction
Service Operations Manager
Unum
Chattanooga, US
01.2013 - 01.2018
- Managed $3.5 billion dollar block of Group business while maintaining less than 5% of total delinquent premium
- Analyzed and monitored all statistical data related to collections activities, reducing overall delinquent premium by 64% YOY through process improvements
- Developed and maintained vital relationships across internal and external departments, while partnering to resolve complex customer billing concerns
- Utilized Lean methodologies; initiated and led projects and training to enhance team performance and customer satisfaction
Contact Center Manager
Unum
Chattanooga, US
01.2012 - 01.2013
- Supervised the daily operation of the call center and was directly responsible for the morale and welfare of 50 employees
- Designed and implemented the new hire on-boarding experience
- Analyzed data and provided coaching and feedback using I3 technology
- Participated in the Consumer Connection Program and facilitated onsite benefit enrollment activities from 2012 to 2015
Education
Master - Business Administration; specialization in HR Management
Walden University
Minneapolis, MNBachelor of Arts - Psychology
Lee University
Cleveland, TNSkills
- Operational strategy
- Continuous improvement
- Customer experience
- Complaint resolution
- Business analysis
- Budget management
- Customer insights
- Regulatory compliance
- Teamwork and collaboration
- Talent development
Certification
- Six Sigma Green Belt
- DDI Certified Facilitator
Timeline
Senior Manager, Customer Experience
HomeServe USA
01.2021 - Current
Manager, Repair Management
HomeServe USA
01.2020 - 01.2021
Customer Advocacy, Real Time Insights and Customer Loyalty Manager
HomeServe USA
01.2018 - 01.2020
Service Operations Manager
Unum
01.2013 - 01.2018
Contact Center Manager
Unum
01.2012 - 01.2013
Master - Business Administration; specialization in HR Management
Walden University
Bachelor of Arts - Psychology
Lee University
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