Natasha R.

Keur
HIGHLIGHTS
5 years of management experience in a call center environment
Certified Customer Care Manager
10 years experience in Customer Service
6 years experience in the financial industry
Experience starting up new departments/divisions
B.A. in Communication, minor in Business
PROFESSIONAL EXPERIENCE
GreenPath, Inc. Farmington Hills, MI, 08/04-10/10
Call Center Operations Manager, Specializing in Staffing and Employee Developmen
t, 05/06-10/10
Customer Care Manager, 12/05-05/06
Financial Counselor, 02/05-12/05
Customer Care/Customer Service Representative, 08/04-02/05
Started as an entry-level customer care representative in 2004; promoted 5 times
within first 2 years of employment. Promoted to most recent role to recruit, h
ire and supervise up to 200 employees, 14 team leaders and 3 supervisors for a n
ew department. Created a culture where clients received excellent service and e
mployees were motivated and enjoyed their work. Managed front-end operations an
d coached employees to ensure compliance with company quality policy and governm
ent regulations.
Key Contributions:
Conducted department interviews and make all staffing decisions (recruiting, hi
ring, promotion, termination). Hired over 100 employees over course of employme
nt, promoted and trained team leaders and supervisors to provide leadership benc
h strength for the company.
Managed and developed relationships with other departments, such as quality, hu
man resources and training.
Created a culture of productivity, quality service, teamwork, innovation and fu
n. Employee engagement surveys consistently improved each year, with most recen
t department survey being one of the highest in the company.
Reduced turnover to less than 16% in 2009, which includes positive attrition.
Used talent management skills to help move employees into the right roles based
on company need and employee strengths.
Moved to Dayton, OH for part of 2007 to help set up a new company partnership w
ith a credit union. Built a relationship with key employees at the credit union
, used company knowledge to set up a new branch of the company, and hired and tr
ained an employee to run the office.
Created the first annual Call Center Appreciation Week in 2008, which has becom
e a company wide yearly initiative to recognize employees for their hard work an
d provide team building through fun activities and games.
Consistently maintained customer satisfaction scores above 90%.
Demonstrated change management skills regularly through many process and struct
ural changes that took place due to being a new department, such as significant
quality assurance process changes, changes in leadership, changes in service del
ivery, etc.
Worked with IT department to implement the first GreenPath remote call center a
gents program.
Other Past Customer Service Experience Includes: Store Manager of Papa Romanos
Pizza, Server at Applebees, and Sales Associate at Best Buy.
EDUCATION
Michigan State University - East Lansing, MI, 08/01-05/04
Bachelor of Arts in Communication
Degree focus in Organizational Communication with a Business Cognate
Lambda Pi Eta National Communication Honor Society Member
Study Abroad Program: Mass Media in the United Kingdom, Summer 2003
GPA: 3.36/4.0 scale

PROFESSIONAL DEVELOPMENT
SHRM Essentials of Human Resource Management Certificate Program, Eastern Michig
an University, Mar-Apr. 2010
Level 3 Excel Workshop, New Horizons, Livonia, MI, Mar. 2010
Go Home, Remote Agents Workshop with Michele Rowan, Dallas, TX, Dec. 2009
Excellence in Customer Service Training, New Horizons, Farmington Hills, MI, Aug
. 2009
Time Management Workshop, Randall Dean Consulting & Training, Farmington Hills,
MI, Apr. 2009
Call Center Demo/Conference, International Customer Management Institute, Miami,
FL, Feb. 2009
Certified Customer Care Manager, Customer Care Institute, Atlanta, GA, Oct. 2008
Communication Workshop, SkillPath Seminars, Troy, MI, Sept. 2008
Leveraging Our Strengths as Leaders Workshop, Plante Moran, Farmington Hills, MI
, Apr. 2008
Level 2 Excel Workshop, New Horizons, Livonia, MI, Feb. 2008
The Practice of Leadership Training, The Symbiosis Group, Livonia, MI, Jun. & Se
p. 2007
Coaching Skills Training, GreenPath, Inc., Farmington Hills, MI, Mar. 2007

Management is doing things right; leadership is doing the right things. ~Peter
F. Drucker