Kimberly Cullins

***** ****** *****, ********** *****, MI 48331 ( acaa4j@r.postjobfree.com ( (248)

***-****

CAREER OBJECTIVE

Customer-focused Operations Director eager to contribute superior

leadership, team building, and communication skills toward supporting the

employer in optimizing operational and financial performance.

PROFESSIONAL QUALIFICATIONS

Twenty years customer service and fourteen years managerial experience,

with expertise in front-end operations management, business development,

staff training, financial forecasting, and analysis in call center

environments. Strategically planned and coordinated workflow and human

resources for optimal coverage while containing labor costs; built,

trained, and lead top-performing teams. Possess exceptional verbal and

written communication, presentation, and relationship management skills.

CORE COMPETENCIES

Management Customer Experience Sales Strategy Recruiting

Business Acumen Social Media Presentation Process Improvement

Employee Relations Call Center Negotiation Skills Operations

Management

WORK HISTORY

PRIOIRTY APPRAISAL, Southfield, MI 11/12 - current)

Director of Operations

. Review management production reports that are compiled each morning.

. Review daily all assigned work in progress reports to ensure

completion of tasks within company turn around times.

. Design and evaluate reports that depict vendor activity to ensure

efficient team operations and client satisfaction.

. Develop processes and workflows to optimize all teams.

. Manage workload issues across teams and propose and implement

efficiency initiatives as deemed necessary.

. Review staffing and productivity of department and present case for

staffing changes to Vice-President. Participate and make

recommendations in the employee selection process. Recommend

promotions and salary actions for employees promoted to management

positions.

. Communicate with the client and/or vendor regarding Priority

Appraisal USA policies and procedures.

. Address vendor issues on an as needed basis. Proactively improve

client/vendor relationships with improved customer service and direct

involvement with clients and/or vendors.

. Address policies, procedures, processes, and systems and

aggressively drive for resolutions of problems and issues.

. Develop working relationships with other company management to

maintain open communication to enable faster problem identification

and resolution.

. Manage profitability of department to ensure the company achieves

its goals and objectives.

. Monitor and approve department payroll.

. Develop staff training modules and manage new and continued team

training. Familiarize team members to new products, services,

policies, or processes. Conduct staff meetings to convey operational

issues

. Monitor and review employee time and attendance and conduct employee

counseling sessions with Human Resources and recommend discipline as

required.

. Review and signoff on authorized items.

. Manage space allocations across the department.

VERIZON WIRELESS, Southfield, MI (1996 - 2012)

Associate Director, Customer Service (2005 - 2012)

Supervisor, Customer Service Technical Support/Training and Transition/

Quality Assurance (2000 - 2005)

Senior Representative/Sales Coordinator, Customer Service/Sales (1996 -

2000)

Managed 745+ seat customer service and sales call center focused on

customer service and growth opportunities

Recruited, hired, trained, and mentored staff members; worked closely

with personnel to achieve performance goals

Moderator of Associate Director Leadership Program to assist in

succession planning for high performing Supervisors; three Supervisors

successfully promoted to Associate Directors in 2011

In recognition of outstanding performance, steadily promoted within

company to position responsible for training and supervising 115+

customer service and sales representatives and frontline managers

. Granted numerous commendations including Customer Service Leadership

Award (2011); Peak Participant and Graduate and Top 10 Area

Performance Award; Mid-Year Best Balanced Scorecard Award (2009);

Leadership Award (2008); Midwest Area Customer Service Leadership

Award; 212 Leadership Award (2007); Best Overall "Rock the 6"

Performance; Midwest Area Best In Class (2006); Excellent Quality and

Overall Performance Award (2004); and Talent Plus Award (2000)

. Developed staff incentives and motivations to drive service and

efficiency resulting in high levels of customer satisfaction and

retention

. Reduced cost controls by $7.8M during 2011

. Facilitated a client-focused, service oriented environment vital to

maximizing customer satisfaction and retention; efficiently resolved

escalated issues and complaints.

. Introduced new sales strategies and implemented cost controls to

improve bottom line margins by 12%

. Created and implemented Exchange Program between customer service and

sales

Kimberly Cullins

38160 Lowell Drive, Farmington Hills, MI 48331 ( acaa4j@r.postjobfree.com ( (248)

909-9858

EDUCATION AND TRAINING

UNIVERSITY OF PHOENIX, Southfield, MI

Bachelor of Science Business Management, June 2012

VERIZON WIRELESS

Insight for Success-Leadership, Certificate of Completion, June 2010

AFFILIATIONS

Member of the National Association for Professional Women (NAPW)

COMPUTER AND TECHNICAL SYSTEM SKILLS

MS office Mercury Network Etrac WFM

Witness ACSS Totalview IEX MTAS

Rockwell VISION Remedy MARS

REFERENCES AVAILABLE UPON REQUEST

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