Kimbarly Williams

I joined Remotees LLC help with the start process and to ensure growth within the company which has been successful and continues to grow.

Handled escalated calls to ensure client satisfaction. Helped with coaching and development of lower performing agents. Aided supervisors, conducted side by sides monitoring, and sent daily performance statistics to agents. Assisted with onboarding of newer employees.

I joined Km2 as a Customer Service Rep and over the years grew into several different roles including Team Lead, Supervisor and more recently a Program Manager for 7 years. I gained wealth of knowledge having run 2 programs simultaneously and overseeing roughly 140 employees including supervisors and team leads.

Handled escalated calls with goal of ensuring client satisfaction, helped with coaching and development of lower performing agents, aided supervisors, conducted data analysis and queue watching, sent daily performance statistics to agents, conducted side by side monitoring, assisted with onboarding of newer employees.

Provided direct support to Customer Service Representatives, handled escalated calls, oversaw schedule adherence, reviewed and responded to customer complaints, conducted coaching and call reviews, disseminated program updates and stats, completed ranking reports, and issued corrective action and documentation.

Provided direct support to Customer Service Representatives, handled customer escalated calls, oversaw schedule adherence and daily attendance tracking, reviewed and responded to customer complaints, conducted coaching and call reviews with agents and Team Leads, disseminated program updates and daily stats to agents, issued corrective action and documentation.