Kathleen Brennan
Florence
Summary
Operations Supervisor at BCD Travel with expertise in optimizing call center performance and improving client relations. Proficient in KPI monitoring and talent recruitment, with a strong focus on team building and employee development. Achievements include driving measurable results through effective communication and strategic planning. Dedicated to cultivating a high-performance culture.
Overview
31
31
years of professional experience
Work History
Operations Supervisor
BCD Travel
Florence
03.1995 - Current
- Oversee daily call center operations with virtual staff.
- Monitor KPI measurements closely to meet goals.
- Client relations with internal and external customers.
- Relationship/Team Building.
- Monitor and evaluate individual and team performance.
- Timely feedback and development to each team member, including disciplinary action as needed and guidance on improvement plans.
- Recruiting new talent.
Education
Diploma -
Dwight D Eisenhower High School
Blue Island, ILSkills
- Call center operations
- KPI monitoring
- Talent recruitment
- Client relations
- Customer relationship management
- Team building
- Employee training
- Effective communication
- Conflict resolution
- Problem solving
- Time management
- Strategic planning
- Performance monitoring
- Management
- Productivity management
- Quality assurance
- Compliance management
- Employee engagement
- Workflow optimization
- Delegation
- Team Training
- Employee development
- Training
- Developing personnel
- Managing personnel
- Strategic Planning
- Relationship Building
- Project Management
- Driving for results
- Efficiency
- Coaching
- Mentoring
- Travel coordination
- Verbal and written communication
- New hire orientation
- Team collaboration
- Scheduling
Area Of Expertise
- Call center operations with virtual and in-house staff.
- Training, developing, and managing personnel.
- Strategic Planning
- Relationship Building
- Project Management
- Driving for results and efficiency
- Coaching and Mentoring
References
References available upon request.
Timeline
Operations Supervisor
BCD Travel
03.1995 - Current
Diploma -
Dwight D Eisenhower High School
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