1. KER I ST EP H EN S O N
4043 Bullfinch Way 765.730.2140
Noblesville IN 46062 kerilynn010884@yahoo.com
CALL CE NT E R AND CUS T OM E R SE RV IC E MANAG E M E NT
PR OJ E C T M A N A G E M E N T | L E A DE R S H IP | PE R F OR M A N C E
High-performing manager with over 10 years of customer service, call center operations, and project
leadership experience. Demonstrated ability and strong emphasis in operations reporting, process
improvement, and operations analytics. Proven track record of success designing new reports, improving
service levels, and achieving operational goals.
AREAS OF EXPERTISE
 Data Analysis and Trending
 WorkFlow/Dialer Strategy
 FACS User
 Operations Reporting
 Project Leadership
 Predictive Dialing/Avaya
 Artiva Workstation
 Process Improvement
 Advanced Microsoft Excel
PROFESSIONAL EXPERIENCE
PREMIERE CREDIT OF NORTH AMERICA, UNIT MANAGER, INDIANAPOLIS, IN 2013 – 2015
 Increased inventory placed with the agency by 60% (an increase of 1.5 million in placements per month)
by improving efficiency based on trending analysis discoveredvia new reporting systems personally
created.
 Consistently reviewed trends forcontacts based on time zones and monitoring inbound call flows.
 Designed new reporting matrix to track performance to maximize revenue generation with an average of
6% increase per quarter.
 Implemented an internal call review process to ensure high levels of compliance and customer service.
 Responsible forhiring, training, and developing staff.
 Consistent monitoring of campaigns and queues to ensure all calls were being answered in under 40
seconds.
 Managed team of 50 collectorsin outgoing call center.
 Performed 80 call reviews monthly.
 Worked withmanagement and direct reports to ensure departmental goals were exceeded.
 Responsible forscheduling and timecards fordepartment of 50+.
 Created and maintained monthly and daily contests for department of 200+.
 Communicated all policy and procedures changes to department.
 Performed annual performance reviewsfor all direct reports.
STUDENT ASSISTANCE CORPORATION, UNIT MANAGER, MUNCIE, IN 2006 – 2013
 Created daily, weekly and monthly regular and ad hoc reports to analyze collectors’ productivity and to
spotlight organizational and operational areas for improvement.
 Strong focuson implementation of dialer strategies.
 Leading contributor on cross-functionalgroups improving operational processes, operational strategies,
and training.
 Proventrack record at coaching, motivating, and developing diverse groups of employees.
 Reduced collectorwaittime between calls from an average of 39 to 19 fora group of 200+ collectors
resulting in nearly 70 more phone calls made per day per collector.
 Implemented call monitoring assessment procedures.
 Responsible forassisting manager in achieving monthly collectiongoals.
 Created performance improvement plans forcollectors not meeting expectations.
 Administered second talk-offsfor escalations.