Kina Mann
@kinamann
Contact center supervisor focused on performance, coaching, and client retention.
United StatesWhat I'm looking for
I am a seasoned contact center supervisor with 20+ years of experience in customer service, support operations, sales support, project management, and complex problem resolution. I specialize in coaching and mentoring teams to follow standard operating procedures and execute customer support processes that improve performance and client satisfaction.
Throughout my career I have led escalation and specialty customer teams, developed simplified processes that reduced sales handling time, and coached employees to increase productivity by 60%. I have also managed fundraising and sponsorship efforts as a volunteer, leading teams to achieve 95% of projected event goals.
I bring strong analytical and research skills, excellent written and verbal communication, and cross-organizational collaboration. I am proficient with Windows Office and workforce tools such as eMos, Ops Insight, and Verint, and I focus on strategic planning, accountability, and continuous improvement to meet departmental and client objectives.
Experience
Work history, roles, and key accomplishments
Contact Center Supervisor
Express Scripts
Jan 2022 - Present (3 years 9 months)
Lead a team of 20+ Patient Care Advocates, driving KPI improvements through daily monitoring, coaching, and performance management; supported hiring and onboarding to sustain team productivity.
Operations Senior Analyst
Accredo / Express Scripts
Jan 2019 - Jan 2022 (3 years)
Managed Rare Disease program operations, led cross-functional calls to ensure on-time dispensing, handled escalations and client liaison responsibilities to improve retention and meet client deadlines.
FSSpecialty Customer Representative
FedEx Services
Jan 2005 - Jan 2019 (14 years)
Supported high-revenue and healthcare accounts, led OneCall/Sales escalation efforts, coordinated cross-functional teams to resolve issues and recommended service solutions to retain multi-million-dollar customers.
Fundraising Manager
Non-Profit Organization
Led volunteer fundraising and sponsorship efforts, managing a team that achieved 95% of projected event fundraising goals through campaign coordination and sponsor engagement.
Education
Degrees, certifications, and relevant coursework
WUWestern Governors University
Bachelor of Arts, Business Management
2020 - 2022
Completed a Bachelor of Arts in Business Management with coursework focused on management principles and organizational leadership.
UMUniversity of Memphis
Bachelor of Business Administration, Management
2018 - 2019
Pursued a Bachelor of Business Administration with a major in Management and completed related management coursework.
NCNorthwest Mississippi Community College
Business Marketing & Management
2016 - 2017
Completed coursework in Business Marketing and Management studies at the community college level.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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