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Kimberly Belford

@kimberlybelford

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Results-driven Customer Experience Manager improving customer service operations and client satisfaction.

United States

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What I'm looking for

I’m looking for a leadership role where I can drive customer experience and retention, manage escalations, coach teams, and improve operations with SLA/KPI performance and quality assurance—collaborating cross-functionally to raise client satisfaction.

I’m a results-driven Customer Experience Manager with 10+ years of experience leading customer service teams, managing client accounts, resolving escalations, and improving operational processes. I strengthen client relationships through onboarding and training, while monitoring performance metrics and delivering exceptional customer experiences.

In my recent roles, I manage dealership accounts and customer escalations, support onboarding and training, and handle data integrations and remittance support to improve operational performance. I also lead call center operations with SLA & KPI management, quality assurance, and cross-functional collaboration to drive service delivery, retention, and measurable customer experience outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Business Coordinator

Current

Allied Automotive Partners

Jan 2023 - Present (3 years 5 months)

Managed dealership accounts and customer escalations, driving onboarding, training, and customer success initiatives. Supported data integrations and remittance support to improve operational performance and client satisfaction.

Customer Success Account Management Escalations Onboarding Customer Experience Management Data Integration Remittance Support

Customer Service Manager

Binary Automotive Solutions

Jan 2020 - Jan 2023 (3 years)

Led customer service operations and managed dealership relationships across day-to-day service delivery. Resolved escalations, supported onboarding, and collaborated internally to improve retention and customer experience outcomes.

Customer service management Customer Success Escalations Onboarding Process Improvement Call Center Operations Cross Functional Collaboration

Call Center Supervisor

WarranTech

Jan 2017 - Jan 2020 (3 years)

Supervised customer support teams and coached agents to improve performance and customer experience outcomes. Managed quality metrics, handled escalations, and enforced process adherence and performance management.

Call Center Operations Quality Assurance Escalations Performance Management Customer Experience Management Process Adherence

Call Center Supervisor

McCusker & Company

Jan 2016 - Jan 2017 (1 year)

Managed call center operations and owned customer escalation handling and agent performance oversight. Coordinated cross-functional communication to support service delivery and customer satisfaction.

Call Center Operations Escalations Cross Functional Communication Customer Experience Management Quality Assurance Team Leadership