Supervisory Operations & Customer Service Leader

KIM STOKES

SUPERVISORY • OPERATIONS • CUSTOMER SERVICE

Pembroke Pines, Florida 954-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Experienced supervisory and customer service professional with 28 years of experience in team leadership, employee training, coaching, performance management, compliance, and daily operations. Proven ability to develop employees, monitor performance, resolve escalated client concerns, and maintain accurate reporting and payroll processes. Highly organized, collaborative, and committed to achieving company goals while maintaining quality and compliance.

CORE COMPETENCIES

Team Leadership & Supervision

Employee Training & Development

Performance Coaching & Feedback

Customer Service & Retention

Conflict Resolution & Escalation Management

Compliance & Process Adherence

Daily Operations & Reporting

Payroll & Timekeeping Accuracy

Quality Monitoring

Goal & Metrics Management

PROFESSIONAL EXPERIENCE

Glantzlaw — Plantation, FL February 2007 – Present

Train and onboard new hires supporting LegalShield clients, ensuring legal files are created accurately and in accordance with firm processes and procedures.

Supervise and coach staff through ongoing performance development, including monitoring individual calls and providing constructive feedback.

Monitor compliance with firm processes and procedures to promote consistent, high-quality client service.

Perform conflict-of-interest checks for newly created files, helping attorneys provide timely legal assistance.

Prepare and submit end-of-day operational reports to corporate offices detailing daily results.

Handle escalated client calls and concerns, focusing on satisfaction, retention, and timely resolution.

Enter and verify direct-report timekeeping information daily to support accurate payroll processing.

Convergys — Tamarac, FL July 1992 – April 2005

Supervised a team of 25 sales and customer service associates.

Provided ongoing coaching, employee development, and weekly scorecard reviews to improve performance and exceed service metrics.

Monitored productivity, schedule adherence, and average talk-time performance against established goals.

Used Lotus Notes to remain current on program and process changes communicated by management.

Reviewed employee timecards daily to ensure accurate payroll information.

Assisted with implementation of inbound services for multiple sites, including the 2003 Moore, Oklahoma operation and Jacksonville, Florida.

TECHNOLOGY

Microsoft Office: Outlook, Word, Excel AS/400 Windows 10 Adonis Conflict Checker Paychex Timekeeping Lotus Notes

KEY SKILLS

Leadership • Communication • Organization • Team Building • Multitasking • Customer Service • Employee Development • Problem Solving

EDUCATION

Boys & Girls High School — Brooklyn, New York June 1986

Area of Study: Business Honor Roll

LANGUAGE

English

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