Kimberly Spears
@kimberlyspears1
Operations leader passionate about improving processes, solving problems, and helping remote teams deliver exceptional results.
United StatesWhat I'm looking for
I’m an operations and service delivery professional with more than 25 years supporting IT, telecommunications, and enterprise customer service organizations. I lead global service delivery teams across North America and APAC in remote and hybrid environments, improving operational excellence through SLA performance, client satisfaction, and continuous improvement.
I focus on streamlining workflows with automation and digital solutions, leveraging AI-assisted tools and Microsoft Power Automate to increase efficiency and enhance customer experience. In my current role, I improved service level performance from 89.2% to 98.8% over three months, reduced call abandonment from 2.66% to 0.37% with workforce planning and queue optimization, and launched four enterprise service desks for Fortune 500 clients through SOPs, KPIs, onboarding processes, and operational readiness.
Experience
Work history, roles, and key accomplishments
Service Delivery Manager I
Stefanini Group
May 2018 - Present (8 years 2 months)
Lead global service delivery teams across hybrid and remote environments, driving SLA performance and client satisfaction through operational process improvements. Improved service level performance and reduced call abandonment while launching enterprise service desks and managing KPIs, onboarding, and executive stakeholder reviews.
Senior Team Leader
Stefanini Group
Sep 2014 - May 2018 (3 years 8 months)
Led remote and on-site customer support teams to drive operational performance, service excellence, and employee development. Supported workforce planning, quality initiatives, and operational objectives through process improvements, coaching, and performance management.
Sales Escalations Supervisor
Sprint Nextel
Jan 1997 - Jan 2014 (17 years)
Supervised sales escalations as part of leadership progression at Sprint Nextel.
Workforce Management Manager
Sprint Nextel
Jan 1997 - Jan 2014 (17 years)
Managed workforce planning, forecasting, scheduling, and service performance to meet business objectives at Sprint Nextel.
Fulfillment Supervisor
Sprint Nextel
Jan 1997 - Jan 2014 (17 years)
Supervised fulfillment operations and contributed to process standardization and continuous improvement initiatives at Sprint Nextel.
Customer Operations Manager
Sprint Nextel
Jan 1997 - Jan 2014 (17 years)
Led customer operations with a focus on coaching, mentoring, and leadership development to improve operational efficiency at Sprint Nextel.
Implementation Supervisor
Sprint Nextel
Jan 1997 - Jan 2014 (17 years)
Leadership role supporting enterprise customer implementation and onboarding initiatives as part of a progressive career path at Sprint Nextel.
Education
Degrees, certifications, and relevant coursework
Southern University and A&M College
General Studies
Studied general studies at Southern University and A&M College in Baton Rouge, Louisiana.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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