Shianne Kampf
Culver City
Summary
Accomplished Call Center Team Leader recognized for strong team leadership and effective escalation management. Committed to enhancing customer satisfaction through strategic call routing and continuous performance evaluation, ready to drive operational excellence in a dynamic environment.
Overview
34
34
years of professional experience
Work History
Call Center Team Leader Escalations
Celink-HUD
05.2020 - 03.2025
- Led team in achieving service level goals and enhancing customer satisfaction.
- Developed training materials to improve onboarding processes for new agents.
- Implemented call routing strategies to reduce wait times and optimize resource allocation.
- Evaluated performance metrics to facilitate team members' continuous improvement efforts.
Relocation Specialist
Dwellworks
05.2015 - 03.2025
- Coordinated relocation logistics for clients, ensuring smooth transitions and timely service delivery.
- Designed personalized relocation plans to enhance client satisfaction and streamline the moving process.
- Managed vendor relationships, optimizing services for housing, transportation, and settling-in support.
- Provided guidance on local amenities and resources to enhance client acclimatization experiences.
Staffing Manager
LGC Hospitality
01.2018 - 05.2020
- Developed staffing strategies to meet client demands and optimize workforce efficiency.
- Implemented strategic sourcing methods to identify and engage high-caliber candidates within the hospitality industry.
- Implemented training programs to enhance employee performance and retention rates.
- Collaborated with management to forecast staffing needs and align resources accordingly.
Human Resources Team Lead
Target
01.2015 - 05.2019
- Led recruitment efforts to attract top talent and enhance workforce diversity.
- Developed and implemented training programs for employee development and performance improvement.
- Managed employee relations, resolving conflicts and fostering a positive workplace culture.
- Refined onboarding procedures to support operational efficiency and improve new employee acclimatization.
General Manager
Ray's Sports Bar and Grill
01.1995 - 11.1999
- Oversaw daily operations, ensuring exceptional service and efficient workflow.
- Managed budgeting and financial planning to optimize profitability and reduce costs.
- Designed and launched targeted marketing initiatives aimed at boosting customer engagement and fostering loyalty.
- Led staff training programs, enhancing team performance and service quality.
Call Center Help Desk
Southwest Airlines/Morris Air Service
11.1990 - 01.1995
- Exhibited self-driven initiative to uphold personal accountability in achieving objectives.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor of Science - Hospitality And Tourism Management
Griffen College
Seattle, WA05-1990
Skills
- Team leadership
- Effective escalation resolution
- Optimized call distribution
- Workforce strategy development
- Proficient in CRM tools
- Market insight
- Script development
Accomplishments
Founding Parent New Vision Carter School Loveland, CO
Helped to create book of job aids for multiple departments
Timeline
Call Center Team Leader Escalations
Celink-HUD
05.2020 - 03.2025
Staffing Manager
LGC Hospitality
01.2018 - 05.2020
Relocation Specialist
Dwellworks
05.2015 - 03.2025
Human Resources Team Lead
Target
01.2015 - 05.2019
General Manager
Ray's Sports Bar and Grill
01.1995 - 11.1999
Call Center Help Desk
Southwest Airlines/Morris Air Service
11.1990 - 01.1995
Bachelor of Science - Hospitality And Tourism Management
Griffen College