Maggie Kopischke
Service Operational Leader | Technical Implementations Change Management | Client Experience Management
- Role
- Manager, Sales Compensation Technical Service Operations Manager at Sprint
- Location
- Overland Park, KS, US
- LinkedIn followers
- 500 followers
About Maggie Kopischke
Strategic technical service operations leader experienced in solving complex issues in partnership with cross-functional teams. Strong business acumen, and skilled in analyzing and writing technical reports. Strong work ethic and quickly learns new concepts. Partners with technical and non-technical stakeholders. Organized, analytical, and detailed. Uses Lean, Six Sigma, Waterfall and Agile methodologies to execute projects. Results-focused professional with business operations management, team leadership, organizational design, process improvement, strategic planning, and client account management expertise. Strong business acumen, developing realistic systems, processes and plans. Introduces processes and procedures to improve performance standards and increase metrics results. Multi-tasks effectively and adapts to fast paced environments. Resourceful problem solving skills. Strong communications skills.QUALIFICATIONS• Strategic Planning & Operations Management• Technology Content Management• Team Leadership, Coaching & Training• Key Performance Indicators (KPI\'s)• Program Management• Customer Service & Continuous Improvement • Risk Assessment & Issue Resolution• Technology Project & Program Integration• Business Case Analysis• Data Integrity & System Integrations• HR Service Delivery & Outsourcing• Assets & Resources Allocation• Transaction Management & System Analysis• HR Program Optimization• Technical Requirements Gathering• Forecasting, Auditing & Reporting• Metrics Analysis & Process Improvement • Employee Productivity & Retention• Service Level Agreements (SLAs)• Quality Control & Data Management• Records & Document Management• Compensation Initiatives• Mergers & Acquisitions (M&A)• Global Implementations • Vendor and Contract Management• Organizational Re-Engineering• Project Management • Audits & Data Sampling• Troubleshooting & Issue Resolution
Experience
Manager, Sales Compensation Technical Service Operations Manager
Jan 2003 — Present · Overland Park, KS, US
Oversaw Sprint/Nextel merger, with responsibilities for data mapping, policies, and solutions development. Developed and executed plans to relocate multiple business operations with teams of up to 35 employees nationally. Led team in resolving $60M in disputes within nine months. Created commissions RFP and managed global outsourcing efforts. Administered distribution of $2B in annual commissions for 15 national dealers. • Increased payment accuracy from 94% to 99.9% and doubled commission payments by partnering with key stakeholders and managing team to overhaul organizational design, systems and processes over three years.• Reduced overpayments from $100M to less than $1M by coaching teams through multi-year initiatives.• Served on team that handled migration from manual to online commissions system; totaling $120M annual.• Resolved customer disputes, conducted internal and external audits, and led continuous improvement efforts.• Launched retail commission system, and led team in creating automated feed to capture HR and employee data.• Developed transformation plans that implemented process improvements, enhanced communication, improved customer service, increased client training, and strengthened customer relationships.• Managed resource staffing, root cause analysis, and change management initiatives.• Led team in defining technical requirements, and worked with IT to complete code changes, testing, and implementation. • Developed automation processes and led team in realizing 80% resource savings. • Partnered with Finance, Legal, Accounting, Sales, Marketing, and IT teams to ensure successful implementations.
Education
St. Catherine University
Bachelor of Science (B.S.)
Skills
- Project Management & Implementation
- Vendor & Contract Management
- Systems Management
- Account Management
- Organizational Re-Engineering
- Change Management
- Successful Customer Engagement
- Program Management
- HR Program Optimization
- Service Operational Leadership
- Customer Advocacy & Support
- Management
- Technology Content Management
- Telecommunications
- Customer Relations
- Analysis
- Commissions & Billing
- Project Management
- Business Analysis
- Process Improvement
- Quality Assurance
- Payment Processing
- Technical Implementations
- Accounting
- Vendor Management
- Operations Management
- Troubleshooting & Issue Resolution
- Leadership
- Customer Needs Assessment
- Business Operational Support
- Business Process Improvement
- Business Case Analysis
- Cross-Functional Team Leadership
- Customer Relationship Management
- Audits & Data Sampling
- Excel
- Microsoft Word
- Team Leadership
- Strategic Planning
- Product Management
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