Kimberly Waterhouse-Brown

***** ******* **. ******* ******, CA 92679 Email: acvs9u@r.postjobfree.com

714-***-****-mobile 949-***-****-home

SUMMARY

Visionary executive with keen perspective in leading and managing CRM organizations. Deep background in Sales Operations & Client

Services in a Contact Center environment for both start up stage and Fortune 1000 companies, including Sprint and Nordstrom. Expertise

in start-up infrastructure/reorganization. Creative leadership abilities are enhanced by a strong profit and results orientation. Respected as

a leader that motivates employees, change agent for the sake of the culture and a proponent of empowerment and accountability.

ivation.

EXPERTISE

Sales Operations & Client Services Cross Functional Team Leadership Analytics/Financial Reporting

Productivity & Process Improvement Digital Marketing / Advertising Turnarounds- Building /Advising /Reorganization

KWB Group-Consulting Services, Virtual 6/2015 - Present

Executive Leader/Call Center Operations/Sales & Marketing

My expertise is in leadership management, creating meaningful culture change within organizations that drive measurable results which produce profit. I work with teams to exceed sales quotas and improve customer service with an increase in productivity by streamlining processes and procedures. Create the vision that paves the path for teams to be accountable with measurable metrics in place that creates a healthy culture and ultimately drives sales revenue and service. I am currently looking for new opportunities to help an organization as a consultant or for a permanent role for the right company.

Projects

Connect The Doc- Start Up- Referral & Review platform software

Knucklehead Tool Company - Start Up

Colony Logic - Sales automation and intelligence software

Market Media Group - Lead Generation & Advertising Sales

Spa Kinect - Tele-med Sales

Media 360 - Advertising Agency/Project Management/Operations Processes

Health In Reach - Start Up-Web based sales and advertising

PennySaver USA- Brea, CA 2014 – 6/2015

VICE PRESIDENT, Sales/Client Services

PennySaver is a well-known shopping publication that advertises in local communities. It helps businesses thrive through effective hyper-local marketing products & services in print and digital media.

Responsible for sales revenue for over $5 million per month with multiple locations

Creating reporting infrastructure, process improvement with new technologies implementation to ensure customer satisfaction

Provide leadership for three Regional Sales/Client Service Managers and 75 sales/account managers

Develop/implement sales comp plans to drive growth and overall sales/motivate staff to achieve company goals

Partner with CEO, Sales Leaders, Finance, Marketing, Operations and Human Resources to establish best practices for pricing, promotions, ROI analysis

Health In Reach – Hollywood, CA 2012 – 2014

VICE PRESIDENT, Sales & Account Services

Internet based marketing & digital advertising company leveraging a proprietary search based platform to connect patients and providers together within the online health community.

Lead nationwide audience-marketing efforts for providers, including planning go-to-market execution and ROI validation/Project Management –onboarding

Responsible for strategy, lead generation, deal creation/landing pages, copy writing, campaign flighting and fulfillment

Leverage social media/community efforts to engage providers and patients across multiple channels and touch points

Maintain direct, day to day senior level client contact and manage key accounts /relationships

Increased account base by 46% via lead generation and revenue from $6M to $8.2M

WebVisible Inc. – Los Angeles, CA 2010 – 2012

DIRECTOR – Customer Operations – Inside Sales & Account Management

A digital media-advertising platform enabling small businesses and/or companies who sell locally to reach customers in their communities. Recruited by COO while the company was in turnaround for the following:

Hired to be a change agent for dysfunctional telesales and account management team

Designed and implemented sales operations and CRM best practices

Instituted sales operations / automation systems for improved productivity, e.g. Salesforce.com, Power Dialer-Increased average sale from $700 to $2000

Increased customer satisfaction rating 39% in 4 mos., resulting in a reduction to churn of 80%

Deployed and managed customer loyalty and retention marketing programs which were measured by net promoter scores- increased NPS by 100%

Corrective Solutions – San Clemente, CA 2007 – 2010

VICE PRESIDENT – Customer Operations/Call Center

A provider of outsourced administration of diversion programs for prosecuting attorneys. Worked with District Attorneys across the US to recover (collect) funds for the bad check restitution program along with various other pre-trial programs.

Implemented online payments and increased instant payment revenue – EFT & Credit Card by 38% in 3 first 3 months

Decreased customer complaints by 98% and increased customer satisfaction by 30%

Nurtured major retailer accounts – yielded unprecedented loyalty with 100% retention rate and $175+MM revenue

Recruited for organizational & culture change/increase merchant participation (sales)

ChannelWave –E-Commerce/ASP - Aliso Viejo, CA 2002 – 2007

DIRECTOR, Customer Service/Contact Center

Recruited by VP of Operations to re-organize customer service teams

Project managed core elements of e-commerce, application service provider program and web hosting for clients

Directed two tiers of customer service teams for on-line store support for technology clients

Consistently achieved a 2% call abandoned rate with 95% service levels

Company was acquired and redundant functions were eliminated.

In Touch Communications-Local Telecom Co, – Lake Forest, CA 2001 – 2002

DIRECTOR, Customer Care & Retention Call Center

Responsible for Collections, Retention and Customer Care

Reduced customer churn by 15% and maintained 93% of customer base

Participated in implementation of Siebel OSS platform for billing & service infrastructure

Company filed bankruptcy and closed

Epicor Software – Irvine, CA 2000 – 2001

DIRECTOR, Demand Generation/Business Development

Oversaw 3 call center locations in multiple states – lead generation & business development teams

Exceeded new business objectives by 38% (Increase in sales over prior year)

Created RFP’s for vendor selection & negotiated pricing

Demand Generation/Bus Development team was relocated to Minnesota office

Sprint PCS– Irvine, CA 1997 – 2000

MANAGER, Business Customer Service, Credit/Collections/Fraud, Call Center

Utilized and enhanced operational metrics to analyze and respond to day to day fluctuations

of call volume in excess of 25,000 per day with 275+ team members

Achieved recovery (collections) of revenue of $2.7M monthly

Met and exceeded call quality objectives monthly by achieving 96% or better

Managed outside agency’s to ensure compliance & recovery goal of $1.8M

Responsible for sales into the business to business channel via tele-sales

Nordstrom Credit Division – Santa Ana, CA 1984 – 1997

MANAGER, Customer Service, Credit Services/Collections Call Center

Achieved service levels of 92% within 20 seconds- call volume of 3000+ per day

Decreased total departmental costs annually by $1.1M with a $20M budget

Negotiated contracts and managed outside agencies and archived $2.4M in recovery

Deployed various marketing promotions resulting in a 30% increase in new accounts

Upselling via tele-sales within the Credit division to become a profit center for the company

TECHNOLOGIES MS Windows/Office, Outlook, CRM, Call Systems, Predictive Dialers

SEO/SEM, Salesforce, Various software as a service applications

EDUCATION Allied Business School - Santa Ana, CA

Real Estate Program 2003

Obtained California Real Estate License

Coast Community College - Santa Ana, CA

General Education & Real Estate 1984 - 1987

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