Customer Service Leader - Remote Team Management - Process Improvement
Resume:
KIMBERLEE
HOWELL
CONTACT INFO
*******@*****.***
Dracut, 01826, United States
https://www.linkedin.com/in/kimbe
rlee-howell
EDUCATION
Trinity College
September 1986 - June 1988
SKILLS
Quality Assurance, Auditing,
CAPA
Kronos, ADP
Salesforce, SAP, Oracle, Workday
RMA, Credit/Rebill
Time Management
Team Leadership
Customer Relationship
Management (CRM)
Communication Skills
Email Management
Microsoft Office Suite
Training and Development
Quality Assurance
Multi-Channel Support (Phone,
Email, Chat)
Inventory Management
Report Generation
Interpersonal Skills
Conflict Resolution
Process Improvement
Empathy
Scheduling Software (e.g., When
I Work)
CAREER OBJECTIVE
Customer Service Leader with over 10 years of experience excels in management of remote/hybrid teams, KPI monitoring, team training, and process optimization, enhancing customer satisfaction and operational efficiency across diverse teams.
WORK EXPERIENCE
Customer Service Supervisor
Corning Life Sciences
06/2023 - 01/2024 Tewksbury, United States
Improved order accuracy by 15% and reduced phone response times by 30% through regular KPI monitoring.
Coordinated the onboarding and training of 10 new hires using a structured program, reducing ramp-up time by 20% and ensuring a smooth transition into their roles.
Championed a team of 12 in customer service, amplifying order accuracy and reducing response times, significantly boosting client satisfaction.
Developed 5 clear performance objectives for 10 team members, coaching them to improve individual contributions and achieve 90% of departmental goals.
Monitored attendance and workload coverage for a team of 15 staff members, ensuring consistent service levels and achieving a 20% improvement in operational efficiency.
Redesigned customer inquiry processes using Salesforce, reducing response times by 30% and significantly enhancing customer satisfaction.
Coached a team of 12 members, enhancing individual skills through targeted training sessions and achieving measurable improvements in team performance.
Supervisor, Customer Service Call Center
Infinite Electronics
05/2022 - 03/2023 N. Andover, United States
Managed a diverse team of 7-14 customer service representatives across multiple locations, achieving consistent service levels and reducing response times.
Resolved 50+ customer escalations monthly, contributing to a 15% increase in customer satisfaction ratings.
Coordinated with purchasing and production to meet delivery schedules, resulting in a 15% improvement in service reliability. Managed an average of 15 RFQs and invoices daily, resolving system issues promptly to improve processing times by 20%. Mentored a team of 10 members, resulting in a 15% increase in quarterly performance metrics.
Streamlined escalation processes, reducing average resolution time by 20%
Developed a resource allocation system for the CSR team, managing workloads for a team of 10 agents and reducing response times by improving service delivery processes using Salesforce. Improved customer service workflows, decreasing average response times by 20% and increasing client satisfaction ratings through the use of Salesforce CRM.
Led a team of 12 customer service agents, implementing weekly collaboration meetings that enhanced communication and reduced issue resolution time by 15%.
Manager, Customer Service/Order Administration
Smith & Nephew
05/2015 - 12/2019 Andover, United States
Directed a team of 16-20, ensuring high service levels and adherence to policies.
Conducted performance reviews for a team of 15, resulting in a 15% increase in productivity metrics and higher employee satisfaction rates, as indicated by quarterly survey results.
Resolved 50+ order entry issues, expediting product shipments and reducing delays by 20%.
Redesigned order entry processes, increasing shipment speed by 20% and boosting customer satisfaction through reduced order fulfillment times using SAP.
Evaluated service metrics to identify trends, implementing targeted training that boosted team performance and service quality. Coordinated with 3 cross-departmental teams to resolve 15+ A/R issues monthly, resulting in a 20% faster financial closing process. Maintained compliance with FDA regulations, guaranteeing all processes met required standards for medical device clients. Provided mentorship and performance reviews for Order Administration staff, cultivating a supportive environment for professional growth.
Supervisor, Customer Service Call Center
Smith & Nephew
11/2012 - 05/2015 Andover, United States
Directed a team of 15 in resolving customer inquiries, enhancing satisfaction and retention rates.
Analyzed call center metrics such as average handle time and call volume, leading to a 15% reduction in response time. Worked with cross-functional teams to improve order processing times by 15%, resulting in a quicker response to customer inquiries. Created a supportive team environment by implementing bi-weekly training sessions and collaborative tools, leading to a 15% increase in service quality scores.
Implemented targeted training programs, resulting in improved team efficiency and elevated quality of service across customer interactions. Optimized call center workflows, reducing average response time by 20 seconds and increasing customer satisfaction scores Sr. Implementation Manager, Office Manager
Abbott Laboratories/Abbott Diabetes Care
10/2006 - 03/2012 Bedford, MA/ Alameda, United States Coordinated user training and system updates in SAP for a team of 15, improving communication and efficiency in daily operations. Coordinated office logistics for a team of 15, leading to a 20% reduction in downtime during peak hours.
Revamped job description processes to define roles more clearly and align team expectations, resulting in a 20% reduction in onboarding time for new hires.
Provided support to the VP and sales team by streamlining resource allocation processes, resulting in a 15% increase in team efficiency. Served as the primary contact for Salesforce needs, providing training and support that improved sales team efficiency by reducing reporting time by 30%.
Sr. Implementation Manager, Strategic Sales Process & Communications
Abbott Laboratories/Abbott Diabetes Care
10/2004 - 11/2006 Bedford, MA/ Alameda, United States Directed sales process management, improving communication efficiency by implementing regular team updates and optimizing reporting processes for a team of 10.
Implemented targeted sales training programs, boosting team engagement by 30% and ensuring 95% compliance with new standards.
Trained a team of 15 staff members on standard operating procedures
(SOPs) through hands-on workshops, achieving a 20% reduction in issue resolution time.
Managed resource allocation for a $500,000 budget, improving expense tracking accuracy by implementing a new reporting process. Coordinated communication with 15+ US sales representatives, leading to a 10% increase in sales targets.
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