Kay Haug

Background

About Kay Haug

Over 12 years experience running government and telecommunications Contact/Call Centers. Strengths include the ability to analyze data and implement strategic changes, forecast and schedule contact center employees to meet or exceed service levels, coach direct reports to achieve performance results and deliver world class customer service. Experienced in process improvement through qualitative and quantitative data analysis. Adept in process improvement project management by reviewing facts, figures and scientific observations. Trained as a Six Sigma green belt; Six Sigma project eliminated call flow waste, thus generating a positive revenue impact. Accomplished in coming from outside an organization, quickly assessing contact center performance, and improving contact center efficiency and quality. Served as a contact center manager where 800 employees provided customer service. Self starter with strong organizational ability. Exceptional interpersonal skills; ability to communicate orally and in writing. Expert in treating employees fairly and consistently, while holding employees accountable for performance. Specialties: Organizing large diverse groups, coaching and developing supervisors so they can effectively coach their employees, and assisting employees through organizational changes such as company mergers.