Senior Director, Customer Success
Karmela Rotter is the Director of Customer Excellence at Junk King where she is responsible for developing and leading the Call Center. Her focus is on implementing processes and policies to improve efficiency, performance and enhance the customer experience every time someone picks up the phone to schedule a junk removal with Junk King.
A common thread you will find in Karmela’s past roles is a dedication to customer experience. For more than 12 years, she identified, planned and executed initiatives to improve frontline operational experience as a Quality Program Manager at Verizon. This led to her joining another notable brand, La Quinta Inns & Suites. There, she managed projects associated with the development and maintenance of curriculum as well as the delivery of curriculum for newly hired staff.
The mission Karmela and her Call Center team live by every day is to elevate Junk King to maintain its position as a world-class, experience driven leader in the junk removal industry through a commitment to customer success and operational excellence. Karmela’s expertise lies in effectively leading cross-functional teams, articulating proposed solutions and successfully seeing through the implementation of them.
Karmela has a Bachelor of Science degree in business and marketing as well as a Master’s degree in Strategic and Organizational Leadership from Mount Mercy University in Cedar Rapids, Iowa. Currently, she resides in Grand Rapids, Michigan with her husband and three kids.