1. Kathy Powers
performance planswhichsaved$25.5Mover a 3 yearperiod. Call Centerleader, whodirected
variouscustomerservice teams, identifiedareasforimprovementandprovidedcoachingtoachieve
goals. Lookingforthe organizationthatcan keepme challengedand canutilize myskillsand
CONSULTANT– SOUTHERN CALIFORNIA EDISON (SCE) 2014 – 2016
Designed and launched standardized practices and governance for Operational Reviews and
Project Management teams including methodology, tools, practices and procedures.
Organizational Operational Reviews launched in 3 months.
Project Management methodology, tools, and governance launched in 4 months in
support of Operational Excellence strategies.
Managed Request for Proposal (RFP) project to outsource a large portion of the
Customer Service Operations Department.
METROPOLITAN LIFE INSURANCE COMPANY 1997 - 2013
PROJECT MANAGEMENT DIRECTOR (Customer Sales & Services Group) (2008 - 2013)
Created Project Management Organization with disciplined PMI tools and technology;
managed program to deliver on operational excellence (OpX) savings. Responsible
for Executive level communications on projects alignment to strategy. Established
performance management plans for project managers and coaching to improved
Saved $25.5M in 3 years managing Operational Excellence Program.
Created Governance Model; combining Six Sigma strategies with the MetLife
Phase Gate Review (PGR) process.
Deployed a comprehensive communication and risk mitigation planning
Met and/or exceeded 20+ Project and/or Program metrics on a yearly basis.
QUALITY DIRECTOR (2006 – 2008)
Directed a customer experience management team consisting of 5 managers and 30
quality auditors who reviewed, analyzed, and provided coaching for improved quality
Improved customer service by partnering with management and training
Exceeded monthly team objectives year over year.
Reduced complaints on monitoring and performance databases to less than
Enhanced reporting and structure of monitoring and performance databases.
CALL CENTER MANAGER (2001 – 2006)
Led a team of 9 managers and 160 associates who handled customer contacts
regarding Life insurance and Annuity products.
Delivered on exceptional customer service, employee satisfaction, service
level agreements, staffing, and managed budgets upwards of $20M.
Exceeded performance goals consistently; recognized as Top Performer.
Created and implemented a coaching and observation model for supervisors.
Managed multiple projects and successfully delivered on key objectives in
addition to managing call center operations.
2. Delivered on monthly service level targets with creative use of limited
Kathy Powers (918) 406-4754 Page 2
QUALITY MANAGER (1999 – 2001)
Created and coached a quality assurance team consisting of 6 supervisors and 35
quality auditors across 5 locations, responsible for assessing the transactional quality
provided by the associates across MetLife Customer Sales and Service Groups
Managed the monitoring/ performance management systems utilized across
Completed all hiring and set up of initial quality assurance team in 30 days.
Created and launched a successful Leadership Development Program for
OPERATIONS MANAGER (1997 – 1999)
Led a team of support staff who managed all administrative functions and ran multiple
projects that impacted operational procedures for MetLife Tulsa Call Center
Operations. Created, analyzed and managed budgets for multiple lines of business.
Coordinated center-wide communication, HR functions, training, hiring, & recognition
activities for all lines of business.
Successfully piloted a quality assurance team.
Reduced budget by 22% with process improvements in support functions.
Designed & implemented recognition programs 1600+ associates and
ADDITIONAL RELEVANT EXPERIENCE
LUCENT TECHNOLOGIES/AT&T/SOUTHWESTERN BELL
Training & Quality Education Manager
Quality Development Manager
Customer Service Representative
Maryville University, St. Louis Missouri (some college)
Diversity PC & Microsoft Applications
Managing Negativity Interpersonal Skills
Maximizing Individual Effectiveness
Coaching to Improve Performance
Quality Management Systems
Coaching and Empowerment Helping others Succeed
Dale Carnegie Human Relations Performance Management
Process Improvement & Quality
PMP Certification Training
Center for Creative Leadership
Dale Carnegie Sales Course