Kevin Roberts

Dtc Customer Service Supervisor @Kontoor Brands, Inc.

Greensboro, NC, US

Lead daily operations for the Direct-to-Consumer (DTC) customer service function, overseeing vendor partnerships and workforce planning to ensure high-quality support across multiple channels.Key Contributions:Developed and executed accurate forecasting models, improving staffing efficiency and reducing overtime costs.Managed 3rd-party vendor relationships to maintain consistent service delivery, optimizing KPIs such as average handle time and customer satisfaction scores.Led cross-functional projects focused on service workflow optimization and platform integration, reducing manual tasks by 5%.Drove improvements in reporting and metrics tracking, enabling better executive insights and real-time decision-making.

Winston-Salem State University

BS

University of Maryland Global Campus

Master of Business Administration - MBA