Ken Hatfield
Paraprofessional at White County Middle School- Claim this Profile
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Topline Score
Bio
Mike Amburgey
Ken is an extremely dedicated and accomplished leader with excellent skills in customer care, order management, training and development, among others. Ken is also a very strong motivator, working hard to always maintain the highest possible level of morale On the team. He takes personal responsibility and is highly accountable for all areas within his span of control, plus is always willing to pitch in and help wherever he can. He is a consummate professional, and it was a privilege to work with him at Oreck.
Deeta Ellzey
Ken was always a professional manager who was very diligent about his job responsibilities. I worked with him directly on HR employee relations issues and I found him to be fair and consistent. He was a dedicated manager for Customer Care and I would recommend him for future Call Center endeavors or any management position involving his expertise. He has many years of experience in management which will help him in any job he undertakes.
Mike Amburgey
Ken is an extremely dedicated and accomplished leader with excellent skills in customer care, order management, training and development, among others. Ken is also a very strong motivator, working hard to always maintain the highest possible level of morale On the team. He takes personal responsibility and is highly accountable for all areas within his span of control, plus is always willing to pitch in and help wherever he can. He is a consummate professional, and it was a privilege to work with him at Oreck.
Deeta Ellzey
Ken was always a professional manager who was very diligent about his job responsibilities. I worked with him directly on HR employee relations issues and I found him to be fair and consistent. He was a dedicated manager for Customer Care and I would recommend him for future Call Center endeavors or any management position involving his expertise. He has many years of experience in management which will help him in any job he undertakes.
Mike Amburgey
Ken is an extremely dedicated and accomplished leader with excellent skills in customer care, order management, training and development, among others. Ken is also a very strong motivator, working hard to always maintain the highest possible level of morale On the team. He takes personal responsibility and is highly accountable for all areas within his span of control, plus is always willing to pitch in and help wherever he can. He is a consummate professional, and it was a privilege to work with him at Oreck.
Deeta Ellzey
Ken was always a professional manager who was very diligent about his job responsibilities. I worked with him directly on HR employee relations issues and I found him to be fair and consistent. He was a dedicated manager for Customer Care and I would recommend him for future Call Center endeavors or any management position involving his expertise. He has many years of experience in management which will help him in any job he undertakes.
Mike Amburgey
Ken is an extremely dedicated and accomplished leader with excellent skills in customer care, order management, training and development, among others. Ken is also a very strong motivator, working hard to always maintain the highest possible level of morale On the team. He takes personal responsibility and is highly accountable for all areas within his span of control, plus is always willing to pitch in and help wherever he can. He is a consummate professional, and it was a privilege to work with him at Oreck.
Deeta Ellzey
Ken was always a professional manager who was very diligent about his job responsibilities. I worked with him directly on HR employee relations issues and I found him to be fair and consistent. He was a dedicated manager for Customer Care and I would recommend him for future Call Center endeavors or any management position involving his expertise. He has many years of experience in management which will help him in any job he undertakes.
Credentials
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Call Center Manager
RCCSP Education Alliance
Experience
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White County Middle School
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United States
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Education Management
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1 - 100 Employee
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Paraprofessional
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Mar 2018 - Present
Inclusion with SPED math students Inclusion with SPED math students
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Retired
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Cookeville, Tennessee
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Owner
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Dec 2016 - Present
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Cookeville, TN
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Financial Solutions Lab
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Nov 2016 - Present
Responsible for testing of new marketing products and follow up on running campaigns by monitoring inbound and out bound calls. Also assisting in both sales and client care as call volume dictates. Responsible for testing of new marketing products and follow up on running campaigns by monitoring inbound and out bound calls. Also assisting in both sales and client care as call volume dictates.
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Oreck Customer Contact Center
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National Call Center in Cookeville, TN
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Manager of Customer Care and Order Management
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2007 - 2011
Began as an entry level supervisor and was quickly promoted to Management position. Responsibilities included resolving escalated inbound customer/consumer calls, managing 60+ supervisors and agents, analytical review of call arrival patterns to adjust operations to meet Key Performance Indicator's, and prepared reporting for executive team on daily progress. Began as an entry level supervisor and was quickly promoted to Management position. Responsibilities included resolving escalated inbound customer/consumer calls, managing 60+ supervisors and agents, analytical review of call arrival patterns to adjust operations to meet Key Performance Indicator's, and prepared reporting for executive team on daily progress.
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Manager of Customer Care and Order Management
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2007 - 2011
Began as an entry level supervisor and was quickly promoted to Management position. Responsibilities included resolving escalated inbound customer/consumer calls, managing 60+ supervisors and agents, analytical review of call arrival patterns to adjust operations to meet Key Performance Indicator's, and prepared reporting for executive team on daily progress. Accomplished transitioning all order management functions from New Orleans to the new call center location in Cookeville. Reduction in held orders from $2m to an average of $17k Restructured functional area to improve performance which moved the center from 93% call handle rate to 98% call handle rate. Trained and developed associate managers and team leads. Trained and received Call Center Manager Certification.
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Averitt Express
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Transportation, Logistics, Supply Chain and Storage
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700 & Above Employee
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Help Desk Supervisor
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2005 - 2007
Began as an entry level call center associate and moved to a help desk supervisor. Main emphasis as a supervisor was assisting associates and customers on the website. Improved website usage by 43% thus decreasing call center call volume and improved cost controls Developed and implemented training presentations for Service Center Directors, Field Staff, etc. in regards to Help Desk functions and support capabilities. Began as an entry level call center associate and moved to a help desk supervisor. Main emphasis as a supervisor was assisting associates and customers on the website. Improved website usage by 43% thus decreasing call center call volume and improved cost controls Developed and implemented training presentations for Service Center Directors, Field Staff, etc. in regards to Help Desk functions and support capabilities.
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Owner/Operator
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2004 - 2005
Owner of a restaurant/fuel center and was totally responsible for all aspects of the operation. Built and maintained a strong customer base by providing exemplary customer service. Wrote and performed own radio commercials Built a strong rapport within the community by being very active in civic activities. Owner of a restaurant/fuel center and was totally responsible for all aspects of the operation. Built and maintained a strong customer base by providing exemplary customer service. Wrote and performed own radio commercials Built a strong rapport within the community by being very active in civic activities.
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Manager
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1971 - 2004
Began as an entry level clerk and held several positions as I moved through the different departments. In 1982 began management career as an entry level Assistant Manager. Quickly moved to Assistant Manager II, Tech Support covering 23 retail stores, and final position was a Store Manager of a multimillion dollar operation. Responsibilities included but not limited to hiring, retention, cost control, inventory control, customer service, community services, branding representation (each community where I worked I was the Kroger representative), Union cooperation and upholding company policies and procedures.
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Education
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University of Tennessee, Knoxville
Community
