I am looking for a job that helps with my personal growth and professional development while helping put into practice all the skills I have developed over the years.
Kimbarly Williams
@kimbarlywilliams
Sales, Customer Service and Management experience
Saint LuciaWhat I'm looking for
I have had 18 years of experience with the CallCenter industry ranging from being a CSR, Sales Rep, Appointment Setter and worked my way up to a Program Manager having run 2 very successful business pieces with the collections and sales departments.
Experience
Operations Manager
Remotees LLC
Jul 2023 - Present (11 months)
I joined Remotees LLC help with the start process and to ensure growth within the company which has been successful and continues to grow.
SUPERVISOR
KM2 SOLUTIONS
Feb 2004 - Nov 2008 (4 years 9 months)
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.
Program Manager
KM2 Solutions
Nov 2012 - Sep 2023 (10 years 10 months)
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.
LEVEL II CSR
ACS/E-SERVICES
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.
Level II CSR
ACS/E-SERVICES
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.
Supervisor
KM2 Solutions
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.
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