Customer Service Manager

Kimberly Renee Lewis ~ 480-***-**** ~ abntsm@r.postjobfree.com

Self-directed team player with an ability to handle diverse operations with multiple projects in progress seeking a position

utilizing strong analytical, organizational, communication and leadership skills, and a dedication to quality customer care.

Core Competencies

Customer Care and Satisfaction Training and Development Data Analysis

Claims / Case Management Quality Assurance Strategies Investigations

Regulatory and Legal Research Project Management Negotiations

Process Mapping and Improvement Written / Verbal Communications Innovative Solutions

Effective Leader Collaboration Labeled as “Go To” Person

Industries

Wireless Communications Human Resources Insurance Government/Political Organizations

Experiences

Customer / Client Support and Satisfaction

• Established and managed departments dedicated to providing exceptional and timely service to clients, sales executives and

internal staff; managed day-to-day operations, implemented objectives and goals, created operational procedures and developed

and presented training

• Provided assistance to Congressional District constituents with issues concerning the Office of Personnel Management, the Social

Security Administration, Housing and Urban Development, the Postal Service and other concerns; maintained understanding of

relevant regulations and laws

• Developed and cultivated relationships with client base; viewed as primary point of contact for inquiries and concerns

• Conducted and analyzed Customer/Client Satisfaction Surveys, prepared reports and made recommendations for service and/or

operational enhancements

• Identified company-wide customer care performance standards; monitored each departments’ response times, evaluated

information provided, made recommendations and provided reporting to executive management

• Created and managed databases developed to track issue occurrences, trends and resolution outcomes; used data to report on

trends relating to issue types, department frequencies and client recurrences and to identify training opportunities

• Managed outsourced customer service company with over 40 employees on two continents; including monitoring calls and call

statistics, providing regular feedback and guidance to supervisors and agents; and resolving all escalated customer concerns

Quality Assurance and Process Improvement

• Created and managed departments designed to improve operational effectiveness; established internal controls measuring

productivity, efficiency and accuracy; developed and documented company-wide and departmental processes and procedures

• Analyzed existing company processes and practices to identify efficiency opportunities; re-engineered process flows to enhance

performances and eliminate duplicate efforts, which resulted in increased productivity

• Presided over bi-weekly management meetings designed to facilitate interdepartmental communications, provided meeting

minutes, posted important company notices and communicated departmental issues, concerns and suggestions for improvements

to executive team

• Participated in key management discussions to identify quality improvement opportunities and spear-headed three projects: 1) exit

surveys of former clients and introductory calls, 2) efficiency in W-2 distribution and 3) data integrity restoration

• Collaborated with six other company leaders on a project designed to consolidate all field operating centers into the corporate

office; developed strategy and implemented daily activities determined budget expectations and developed the project schedule

• Established a self insured division of the risk department to decrease workers compensation costs for Ohio clients; researched

state regulations, rules and laws, developed procedures and appropriate documents, and educated claims team

Analysis, Investigations, Research

• Conducted investigations to ascertain the key elements in a complaint, case or claim; utilized information in developing further plan

of action and/or determining decisions and resolutions

• Investigated and prepared responses to subpoenas and court orders from federal agencies such as the FBI, ICE and DEA

• Prepared appealed claims and litigated cases for court proceedings; interviewed appropriate parties, researched appropriate rules

and/or laws; compiled evidence and records as necessary

• Surveyed business leaders and employees regarding perceptions of employee benefits, compiled and evaluated data in

preparation for national publication

• Researched and provided reporting on current legislation, industry trends, business mergers and new technology and products

• Adjudicated Workers’ Compensation claims determinations through analysis of medical records, legal requirements and

investigations while applying rules, regulations and case law; worked closely with injured workers, employers and doctors

Kimberly Lewis Resume Page 2

Communication and Interpersonal Interaction

• Presented individual and group training both internally and externally; including customer service expectations, troubleshooting,

new hire and product specific trainings

• Trained and educated clients and injured workers on rights and responsibilities under the law as it related to workers compensation

• Created and distributed two monthly newsletters for a company of 4000+; reported on industry changes and developments,

provided general corporate news and recognized employee and region contributions to company

• Functioned as liaison between sales force/management and corporate office; communicated corporate related information and

provided Human Resources and customer service support

• Edited multiple national publications for US Chamber of Commerce/National Chamber Foundation

• Coordinated seminars and events for business community, elected officials, corporate and field employees and others; facilitated

successful execution of events by preparing materials, organizing volunteers and/or staff and arranging on and off-site activities for

participants

• Prepared and/or edited briefing papers, speeches, correspondence, press releases and meeting notices for United States

Congressman, Gubernatorial Candidate and US Chamber of Commerce

• Managed state-wide calendar for a United States Congressman and a Gubernatorial Candidate; responded to invitations and

created politically beneficial opportunities by working with volunteers, business and community leaders, government officials and

the media

Employment

Airlink Mobile, Inc.; Scottsdale, Arizona May 2006 to November 2008

• Customer Service Manager

• National Account Manager

Wireless Retail, Inc.; Scottsdale, Arizona March 2001 to March 2006

• Legal Liaison/Case Manager

• Customer Service, Senior Manager

• Quality Assurance and Sales Operations Manager

Employee Solutions, Inc.; Phoenix, Arizona March 1997 to March 2001

• Manager, Quality Control and Solution Center

• Assistant Payroll Manager - Quality Assurance

• Team Lead/Workers Compensation Adjuster

SAIF Corporation; Salem, Oregon June 1994 to January 1997

• Certified Workers Compensation Adjuster

US Congressman Denny Smith/Denny Smith for Governor; Salem, Oregon September 1992 to June 1994

(and) April 1989 to January 1991

• Campaign Schedule Manager (1992- 1994)

• District Representative / Case Worker (1989-1991)

• District Scheduler (1989-1991)

US Chamber of Commerce; Washington, D.C. February 1991 to August 1992

• Research Coordinator/Editor

Education

Oregon State University, Corvallis, Oregon

Bachelor of Arts (3.36 GPA)

Computer Skills

Microsoft Word, Excel, PowerPoint, Outlook, Publisher, Project Manager, Outlook, Visio, as well as multiple proprietary

programs and databases relating to client services, human resources and claims handling

Contact this candidate