KIMBERLY PEGG

adytge@r.postjobfree.com 1-678-***-**** Elmore, AL 36025

Summary

17+ years experienced Customer Care Manager with a prolific track record of developing leaders. Trained and monitored specialized escalation teams to ensure performance standards. Received numerous awards from clients and employers for excellence.

Skills

Team Leadership

Resource & Time Management

Attention to detail

Policy & Procedure Development

Crisis & Issue Management

Technology Knowledge and Proficiency

Data Analysis & Reporting

Customer Relations

Experience

Mountain Express Oil Company Prattville, AL

Customer Care Manager/Office Manager/Territory Manager

09/2018 - 04/2023

Built and managed customer care department

Increased customer satisfaction by creating and implementing reach out programs.

Collaborated with field technicians to assist with sensitive clients.

Launched cost saving programs.

Monitored and performed audits to ensure compliance.

Recovered 200+ thousand in lost revenue in 2022.

Handled contracts and agreements. 3.6 million in new business 2022.

Remained under annual budget in 2021 and 2022.

Managed ordering and receiving office supplies.

Trusted with company funds and monitored employee spending.

CVS CAREMARK Lee's Summit, MO

Call Center Customer Service Supervisor

01/2005 - 06/2018

Developed quality leadership with 26 team members promoted.

Mentored new representatives by supervising onboarding and training.

Liaising with key internal and external stakeholders to manage escalations.

Developed and implemented new processes that improved first call resolution by 35%.

Maintained lowest attrition percentage from team for 9 years.

Achieved Exceeds performance rating for 6 consecutive years.

Achieved Outstanding performance rating for 2 years.

Collaborated with executive leadership to become first call center within company to earn JD Powers accreditation.

Completed 100+ quality monitoring sessions each month using Behavior Analytics' software.

Developed and Implemented employee engagement program.

Education and Training

Bonnie Doon High School Edmonton, AB

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