Kamela Breeding

About Kamela Breeding

Results-driven Call Center leader with over 25 years of experience leading high performance teams, optimizing call center operations, and driving customer satisfaction improvements. Proven track record in strategic planning, performance management, enhancing customer satisfaction, reducing operational costs, and implementing innovative solutions to enhance efficiency and customer experience. Adept to managing large-scale teams, leading cross-functional teams, analyzing performance metrics, and fostering a positive work environment.Key Skills Leadership contributor for healthcare, retail, and a global technical outsourcing company Strategic Planning and Execution Team Leadership and Development Customer Service Excellence Process Optimization Performance Metrics and Reporting Strong analytical skills, capable of assessing conditions and implementing appropriate interventions Conflict Resolution Effective trainer, mentor, and Leader to staff, peers, and others

Experience

1. Associate Director - IT User Support

   Capgemini

   Jun 2023 — Present · US

   Spearhead a team of Remote and Virtual Global IT Professionals within Capgemini’s North/South America Support overseeing daily operations, scheduling and performance management. Reporting to the Regional Global Support Leadership and partnering with the IT Project Management team for various project functions that align to overall business objectives and successful customer service outcomes.* Establish standard operating processes and procedures for daily operations to adhere to company policies and customer service standards* Coordinate site maintenance and support, performing daily site health checks to proactively address and resolve IT issues before they are reported* Optimize ticket process and training programs that reduced average call handling time by 20% and increased first time resolution rate by 15% within 1 year* Increased team productivity and learning engagement to reduce re-open ticket count by 10%* Conduct regular performance reviews and provide coaching and training to improve team productivity and morale* Collaborate with internal stakeholders on IT Projects that align to business goals, objectives, and customer service satisfaction* Collaborate with cross-functional teams to resolve escalated customer issues and implement strategic plans that are centric to customer satisfaction* Provide team building, leadership, mentorship, and coaching for performance and development skills to 25 level 2 support personnel * Partner with the IT Project Management team for creating budgets, creating project plans, tracking milestones, and coordinating cross functional teams to align with strong productivity, commitment, and timely delivery