Kendra L. Hux
Director of Customer Service
Santa Fe, NM · (505) 555 0122 · name@example.com · linkedin.com/in/kendralhux
Key Qualifications
EXPERIENCE
Eighteen years in contact center operations, nine at director level
INDUSTRIES
Energy utilities, wireless telecom, personal lines insurance
SPECIALTIES
Multisite operations, workforce planning, quality systems, technology migration
SYSTEMS
Genesys Cloud, Salesforce Service Cloud, NICE Workforce Management, Qualtrics, Tableau
CREDENTIALS
Certified Customer Experience Professional, Six Sigma Black Belt
EDUCATION
Master of Business Administration, University of New Mexico
Executive Summary
Customer service director running two contact centers and a work at home group for a member owned energy cooperative. Eighteen years in service operations, nine of them leading multiple sites. Accountable for a twenty two million dollar operating budget, service level, cost per contact and the member experience behind both.
Signature Achievements
- Cut cost per contact from seven dollars forty to five dollars ninety across two centers while volume grew nine percent.
- Moved two hundred forty agents from an aging platform to Genesys Cloud with no service level miss in the cutover month.
- Lifted member net promoter score from twenty six to forty three over three years of quality and coaching work.
- Held service level at eighty percent of calls answered in thirty seconds through two wildfire outage events.
- Reduced agent attrition from forty one percent to twenty three percent by rebuilding the schedule bid process.
- Deflected eleven percent of billing contacts to self service without raising repeat contact rates.
Professional Experience
Director of Customer Service
High Desert Energy Cooperative, Santa Fe, NM 2020 to present
Two centers and a remote group, two hundred forty agents and eleven supervisors, serving six hundred thousand members.
- Owns service level, abandon rate, first contact resolution, quality and cost per contact for the whole operation.
- Runs workforce planning with the forecasting team and approves staffing for storm and outage surges.
- Chairs a monthly calibration council so quality scoring stays consistent across both sites.
- Sets escalation paths with field operations, credit and the member advocate office.
- Reports service performance to the chief operating officer and to the cooperative board twice a year.
Senior Contact Center Manager
Rio Grande Wireless, Albuquerque, NM 2016 to 2020
Care and retention floor of one hundred sixty agents at a regional wireless carrier.
- Led six supervisors on the care queue and the save desk through a billing system change.
- Rebuilt the coaching model around call listening rather than scorecard totals.
- Improved first contact resolution by seven points across two years.
- Managed a five million dollar payroll budget and monthly overtime spend.
- Held monthly forecast reviews with finance and defended headcount with contact data.
Customer Operations Manager
Sandia Valley Insurance Services, Albuquerque, NM 2012 to 2016
Policy service and first notice of loss teams totaling seventy staff.
- Set staffing patterns around storm season and hired seasonal intake teams.
- Introduced quality monitoring for claim intake accuracy and cut rework by a fifth.
- Partnered with claims leadership on handoff standards between service and adjusters.
Customer Service Team Leader
Zia Mesa Telephone Company, Las Cruces, NM 2008 to 2012
Service team of fourteen agents at a rural telephone company.
- Supervised a small team on billing, repair and new service orders.
- Coached agents through the first quality scorecard the company had used.
- Covered dispatch when the repair coordinator was out of the office.
Licensure and Certification
Certified Customer Experience Professional, Customer Experience Professionals Association, 2019
Six Sigma Black Belt, American Society for Quality, 2017
Education
Master of Business Administration, University of New Mexico, 2015
Bachelor of Arts in sociology, New Mexico State University, 2007
Core Skills
Multisite leadership · Workforce planning · Service level management · Cost per contact · Genesys Cloud · NICE Workforce Management · Quality calibration · Outage response · Budget ownership · Board reporting