Open to opportunities

kim viqueira

@kimviqueira

Message

I lead customer service teams that improve retention, response times, and operational efficiency.

United States

Message

What I'm looking for

I'm looking to lead customer service or client operations teams where I can improve customer satisfaction, retention, service levels, and team performance through process improvement and cross-functional collaboration.

At EILEEN FISHER, I've progressed from Customer Service Representative to Customer Service Supervisor, leading 45 employees to exceed company objectives in a high-volume remote environment. I introduced an interactive customer communication system that improved response times and strengthened client retention.

I analyze daily staffing needs to align job duties with customer demand, monitor SLAs to reduce wait times across phone, chat, and email, and resolve complex customer issues through clear, professional multichannel support. I've also supported UAT training by preparing testing environments, user credentials, and test scripts with QA and business teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Supervisor

Current

Eileen Fisher

Aug 2014 - Present (12 years 1 month)

Promoted to Supervisor for stellar service, leading a team of 45 employees in exceeding company objectives. Introduced an interactive customer communication system, enhancing response times and boosting client retention.