Kristie Luoma

Role: Director Program Management at Working Solutions
Location: Eau Claire, WI, US
LinkedIn followers: 500 followers

OperationsView LinkedIn profile

About Kristie Luoma

I’m a compassionate leader and an inspiring innovator, deeply committed to the…

Experience

Director Program Management
Working Solutions
Oct 2013 — Present · Eau Claire County, WI, US
BASIC FUNCTIONOversee and develop Call Center program procedures; Manage all aspects of Call Center and other back office programs from implementation through completion and final reporting, to contribute to the growth and success of Working Solutions.PRINCIPAL ACCOUNTABILITIESParticipate on new client conference calls to help facilitate the introduction to Working Solutions. Act as operations expert for sales presentations as needed.Oversee and direct Program Success Management processes, consistently evaluating and revising to improve results and ease of use. Lead workgroups for all Program Success Managers, to gather ideas and enlist assistance with changes. Develops strategic plans and tactics to help drive program success. Manage and mentor designated Program Success Managers, providing guidance and support as needed. Maintain performance feedback and prepare performance reviews for these employees.Act as Program Success Manager for assigned clients: Prepare assigned agents to competently complete programs; Schedule agents in a manner that will meet all productivity and quality requirements of the client; Manage scheduling conflicts and/or changes that occur throughout the program; Evaluate assigned agents to select team leaders for programs when appropriate; Provide ongoing management of the program, monitoring quality of work and communicating with agents when questions and problems arise; Provide encouragement for agents and recognize accomplishments when appropriate; Be prepared to assist with program task work if necessary.Provide results reporting to Working Solutions management and/or client as requested. Partner with clients to provide insights gained from data and recommend changes to enhance results.Own the client relationship and ensure the balance of both client and agent success. Responsible for account profitability, billing, pricing, and creation of SOW’s as needed.

Contact information

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Current company

Razorpay

4K employees · Bangalore, Karnataka, India

Power your finance, grow your business. Razorpay is India’s first full-stack financial solutions company. We are on a mission to enhance the payment experience of over 300 million end consumers. And in doing so, we aim to enable Indian businesses - big and small - accept payments digitally with minimal effort and maximum ease. Razorpay has grown from being a payment gateway provider to a solutions-driven organization boasting of an extensive products suite to accept and disburse payments as well as raise capital and park money. In a nutshell, we fit into every nook and corner where your business touches money. #OutgrowOrdinary We identify ourselves as disruptors in the digital payments space and our vision is to power the financial ecosystem for other disruptors. Like attracts like and Razorpay actively looks to partner with established companies and startups that have either broken the glass ceiling in their industry or are set to. The Razorpay Product Suite today comprises verticals, along with Payment Gateway, like Payment Links, Payment Pages, Subscriptions, Smart Collect, Route, Razorpay Capital, RazorpayX, Payroll and Thirdwatch. Razorpay was started in 2014 by two IIT Roorkee alumni, Harshil Mathur and Shashank Kumar. Just a short few years later, Razorpay has evolved into a 800-odd strong organization with some of the best talents in the country helping some of the best companies manage their money movement seamlessly. Certified cool We are a bunch of spirited, ambitious and fun folks. And no, we’re not saying this ourselves--leading institutions have recognized Razorpay for the high trust and high-performance culture that we maintain. Our strength lies in the people we are and we go to great lengths to nurture a family of coders, designers, sellers, marketers, analysts, writers, runners, photographers, gamers, tinkerers, and above all, people who are dreamers and doers at the same time. Be a part of our exciting journey.

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About Kristie Luoma

Experience

Director Program Management

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