Catherine L. Firlein

Director HR at Ludwig Business Consultants PLLC
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us****@****om
(386) 825-5501
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5.0

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Jo Ann Kyttle

She is extremely professional and business minded. She is to the point without causing confrontation. She is a team player and very loyal.

Phyllis Ludwig, CPA, EMBA

During my involvement with Corporate Call Center, Inc., I had the pleasure of working with Cathie. I cannot say enough great things about her. She is an extremely competent manager who has the unique ability to motivate and coach others to perform at their personal best. She was a valuable member of the team. I would welcome the opportunity to work side by side with her again.

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Credentials

  • PA Health and Accident License
    Pennsylvania
    Oct, 2010
    - Oct, 2024

Experience

  • Ludwig Business Consultants PLLC
    • United States
    • Accounting
    • 1 - 100 Employee
    • Director HR
      • Aug 2014 - Present

      Ludwig Business Consultants is on the cutting edge of outsourced business consultant offerings. We know that very few firms offer this breadth of services, support, and genuine concern for the success of the client. We keep our eye on innovation and transformation–especially in light of the world’s shift to a more digitally-based format of business–while maintaining the essentials of efficiency, compliance, and financial success. We have proven that our concept works. We have happy, referable clients. Our model has been vetted by other CPAs, banks, and auditors. We remain a highly credentialed group of professionals with advanced degrees in business. We are WBENC certified, CAS (Client Accounting and Advisory Services) certified by the AICPA, and most recently made the Philadelphia100® list. We attribute these successes to our strong company values: integrity, honesty, professionalism, quality, and concern for our clients. Show less

  • The Carney Group
    • United States
    • Staffing and Recruiting
    • 1 - 100 Employee
    • Sr. Account Manager
      • Jun 2013 - Apr 2014

      Specialized in the recruitment and job placement of candidates seeking positions in all industries. Specialized in the recruitment and job placement of candidates seeking positions in all industries.

  • USM an Emcor Company
    • Manager - Service Center Operations
      • Aug 2012 - Mar 2013

      • Responsible for 2 major accounts totaling $38M in revenue combining 1500 stores throughout the country for facilities management. • Manages a team of 11 Account Representatives responsible for issue resolution for optimal service delivery. • Manages financials such as soft close, margin lock and accruals for same accounts. • Responsible for 2 major accounts totaling $38M in revenue combining 1500 stores throughout the country for facilities management. • Manages a team of 11 Account Representatives responsible for issue resolution for optimal service delivery. • Manages financials such as soft close, margin lock and accruals for same accounts.

  • Corporate Call Center, Inc.
    • United States
    • Telecommunications
    • 1 - 100 Employee
    • Senior Program Manager
      • Sep 2010 - May 2012

      ● Managed 50+ inbound and outbound licensed call center agents: five companies, four states, Medicare Advantage, peak season seven days a week. Met/exceeded revenue commitments, goals and objectives. ● Wrote and negotiated Statements of Work ensuring alignment with client metrics and contractual agreements. Applied key sales-floor coaching, professional development and agent mentoring methods. ● Successfully managed client goals, KPIs, budgets, and revenues in a fast-paced sales environment. One company achieved 99% of sales. Outside agents sold 50% of all leads meeting nearly 100% of goals. ● Led five cross-functional teams to meet individual client accountabilities. Ensured SOW compliance and accurate invoicing for five client companies. ● Achieved 100% compliance with CMS guidelines for three different Medicare providers, contracts and cyclical reporting. Consistently agent calls and coached agents to compliance and service excellence. ● Optimally managed programs, resolved issues, and delivered targeted client communications. Show less

  • Kelly Services
    • Mexico
    • 200 - 300 Employee
    • HR Staffing Supervisor
      • Jun 2005 - Jan 2009

      ● Managed, recruited, screened, hired, trained and supervised 600 to 1200 CSR’s in a federal healthcare inbound call center. ● Resolved employee issues, counseled and reviewed performance acting as an extension of BC/BS human resources department. ● Key contributor to development of a unique national training program designed for Kelly Service offices managing BlueCross/BlueShield accounts. ● Exercised discretion and independent thinking in decision-making resulting in successful contract monitoring, reporting and compliance while meeting and exceeding customer expectations Show less

  • Liberty Fitness Holdings
    • Franchise Licensing Executive
      • Sep 2002 - Jun 2005

      ● Successfully launched the first Liberty Fitness franchise in South Carolina. Implemented and compiled daily reporting, accounting and budgeting processes. ● Managed leads funneled through franchise brokers and increased membership. Launched original marketing and ad themes adopted corporate-wide. ● Selected as the only owner to coach and lead prospects through franchising processes and purchase options demonstrating financial models and ROI interpretations. ● Successfully launched the first Liberty Fitness franchise in South Carolina. Implemented and compiled daily reporting, accounting and budgeting processes. ● Managed leads funneled through franchise brokers and increased membership. Launched original marketing and ad themes adopted corporate-wide. ● Selected as the only owner to coach and lead prospects through franchising processes and purchase options demonstrating financial models and ROI interpretations.

  • Verizon Wireless
    • United States
    • Retail
    • 1 - 100 Employee
    • Area Vice President
      • Feb 2001 - Aug 2002

      Planned, directed and managed six Southeastern customer service call centers. Directed 3200+ employees supporting a 3M+ subscriber base.● Managed $120M baseline budget. Improved quality and efficiencies through development and implementation of policies/procedures and system/controls.● Designed and implemented plans to meet and monitor the attainment of business objectives and increase numbers of calls per representative from 650 to 850 per month.● Consolidated call centers without major disruptions. 300+ representatives affected over six months.● Keynote speaker for regional “World Class Customer Service,” Atlanta, GA. Show less

    • Director Customer Service
      • Jun 1999 - Feb 2001

      ● Managed a baseline budget of $30M and constructed the first virtual call center employing 1000+.● New call center start-up, hired 500+ in six months. Sustained attrition rate of less than 4%.● Collaborated with engineers and architects to originate a unique technology-based work environment.● Ensured performance excellence and quality standards leading cross-functional departments driving toward optimal handling of 600k+ calls per month for Mid-Atlantic and northeast areas.

    • Executive Director Customer Service
      • Jun 1999 - Feb 2001

      ● Managed $25M baseline budget and achieved key performance targets by directing an 800# call center staffed by 500+ supporting 900K+ customer base extended to a 4.5M and multi-regional customer base.● Implemented and managed the project launching Verizon’s first state-of-the-art technology in community telephony integration between CS and IT.

Education

  • Pierce Junior College
    Business Administration
    1970 - 1971

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