Caroline Harkness

Senior Manager - Global Contact Center Operations @Weight Watchers

Columbus, OH, US

EMAILS

[email protected]

MOBILE NUMBERS

+91 *********19

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WORK HISTORY

Oct 2022 — Present

Senior Manager - Global Contact Center Operations @Weight Watchers

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Responsible for leading global contact center operations specific to the voice communication channel. Duties include:Complaints/Resolution Vendor ManagementForecasting and budgeting for the North America Contact Center voice channel Managing the performance of 200+ Call Center Agents forecasted to handle 2.1M calls.Managing the performance of 6 exempt level direct reports across the globeRanked #1 (2021 & 2022) by Newsweek Best Customer Service within the Nutrition and Weight loss industry.

EDUCATION

1987 — 1990

Northeast Louisiana University

• Bachelor of Communication Arts, • Specialization in news writing, editing and reporting

1985 — 1987

LSU Shreveport

Journalism

SKILLS

Customer ServiceTrainingVendor ManagementStrategyCommunication SkillsMicrosoft OfficeSalesOperations ManagementTraining ManagementManagementTeam BuildingInstructor-Led TrainingLeadershipProject ManagementQuality AssuranceTravel ManagementCustomer ExperienceRetailPerformance ManagementEmployee TrainingEmployee RelationsCall CentersProgram ManagementCurriculum DesignProcess Improvement

ABOUT CAROLINE HARKNESS

20+ years successful experience as a training/development and customer experience/call…

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