Kathy has been training Corporations all over the globe for more than 35 years such as IBM, MCI, Pepsi Cola, Coca Cola, 3M, New York Life, Prudential, Century 21 International, Save the Children, National Relief Charities to name a few.
Since 1991 Kathy's focus has been helping her clients with their inbound and outbound outsourcing projects in domestic, near shore and offshore arenas. Kathy's company (KSE) takes the projects and engineers them by custom designing how the project is to be serviced. KSE will hand select the center and agents, conduct the training, develop the scripts, customize reports and offer ongoing coaching and consulting.
Kathy's area of expertise is setting up and re-engineering calls centers, training sales, telemarketing, customer service and project management.
Kathy is a published author with several published books and manuals geared toward sales, customer service and telemarketing. "Successful Telemarketing" published by McGraw-Hill is a 500 page handbook on how to set up and manage a successful call center, "Overcoming Objections", "Objections Overruled", "12 Steps to Telemarketing", "12 Steps to Successful Customer Service", "12 Steps to Successful Inside Sales", "12 Steps to Successful Field Sales" and "Scripts for the Telemarketing Professional" are a few of her published works.
Specialties: Training, Consulting, Recruiting, Outsourcing, Project Management, Assessments, Call Center Set Up and Re-engineering, Script Writing, Launch New Start Ups, and Remote Monitoring on an International Level.
KSE's project management division works in areas of Customer Service, Telemarketing, Sales, Lead Generation, Surveys, Appointment Setting, Credit and Collections, Technical Support, Live-chat Sales and Support, Third Party Verification (TPV), Multilingual Services, Back Office Processes, E-Commerce, Quality Monitoring and Calibration.