Kara Schumacher
Scottsdale
Summary
Operations professional with a track record of thriving in a fast-paced environment amid organizational complexity. Proven history of adaptability, independent problem-solving, and cross-functional collaboration. Successful in consistently delivering ideal outcomes while exceeding established benchmarks.
Overview
7
7
years of professional experience
Work History
Technical Support Manager
RevolutionParts
10.2024 - Current
- Spearheaded the transition from Zendesk to Salesforce for the support team, enhancing data insights on customer outreach and improving collaboration with Customer Success.
- Reduced monthly ticket volume by 10% and decreased Median Resolution Time from 5 days to 1 day through process improvements and cross-functional collaboration.
- Implemented individual performance KPIs and structured 1:1s, fostering accountability and professional development within the team.
- Developed and executed a comprehensive yearly OKR planning cycle for the support team, aligning team objectives with broader business goals.
- Streamlined case handling by defining case statuses, creating an escalation path, and automating case routing, significantly improving operational efficiency.
Senior Customer Care Manager
Hireology
01.2024 - 10.2024
- Lead team in managing all shared resource customer contracts and cancellations.
- Partnered with Engineering to drive platform improvements by analyzing support ticket trends and customer feedback.
- Implemented ticket automation to help free up agent time for more complex customer interactions.
Customer Care Manager
Hireology
04.2021 - 01.2024
- Led a team of seven Customer Care Specialists, overseeing team hiring, training, day-to-day operations, and ticket escalations.
- Managed third-party integration process, working closely with partners to optimize setup and resolve issues.
- Owned bug case creation and escalation in Jira, working closely with the product and engineering team to prioritize issues based on MRR and customer impact.
- Maintained a team customer feedback rating of over 90%.
- Implemented Zendesk ticketing software, which improved support efficiency and reduced response times.
- Developed reporting to track and manage team KPIs.
Customer Care Team Lead
Hireology
09.2019 - 04.2021
- Supervised a team of Customer Care Specialists, providing guidance and support.
- Conducted regular team meetings to enhance communication and workflow efficiency.
- Documented and created process flows, empowering team members to independently execute tasks with clear guidelines.
- Acted as a liaison between the Customer Care team and upper management, communicating team achievements and challenges.
Customer Care Specialist
Hireology
10.2018 - 09.2019
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring overall customer satisfaction.
- Collaborated with cross-functional teams to escalate and resolve complex customer issues, ensuring a seamless customer experience.
- Consistently surpassed KPI goals.
Education
Bachelor's Degree - Operations Management & Information Systems
Northern Illinois University
Dekalb, IL01.2017
Skills
- Salesforce
- Google Suite
- Zendesk
- DataDog
- Jira
- OKR Framework
- Customer Service
- Empathetic Leadership
Timeline
Technical Support Manager
RevolutionParts
10.2024 - Current
Senior Customer Care Manager
Hireology
01.2024 - 10.2024
Customer Care Manager
Hireology
04.2021 - 01.2024
Customer Care Team Lead
Hireology
09.2019 - 04.2021
Customer Care Specialist
Hireology
10.2018 - 09.2019
Bachelor's Degree - Operations Management & Information Systems
Northern Illinois University
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