Mary Klause

Background

About Mary Klause

I have spent the majority of my professional career in the Customer Service industry; primarily in a call center environment. Currently, I am working as a Management Analyst for the State of Minnesota in the Unemployment Insurance division in the Training and Development arena. In this position I have designed, developed, and implemented a variety of facilitated workshops that target specific core competencies. I have also been responsible for curriculum design and development. Prior to working for the State of Minnesota, I was a Customer Service Supervisor directing a team of 17 advisors whose sole purpose was to provide "World Class" customer service. Prior to be promoted to Supervisor, I was a Corporate Trainer, responsible for all new hire training which also allowed me to design, develop, and implement many of the training modules used in training. I thrive in a fast paced environment, facing every challenge head on and exceeding expectations. I enjoy managing people and watching them succeed. I am a leader, a coach and a mentor. I also enjoy pushing my sleeves up and working one on one with my employees. Their success is my reward. Specialties: Call Center- reducing handle time, increasing available time, increasing CPH (calls per hour), quality assurance, working knowledge of Avaya, E-Talk, CRM, KRONOS Timekeeping, Swift, Cisco Finesse, SharePoint Software - Microsoft Office Suite of products including: Word, Excel, Powerpoint, Outlook, and Publisher.