Kim Higginbotham
Montezuma,IA
Summary
Currently Retired. Previously a Results-driven Director of Contact Center Operations known for productivity and efficiency in task completion. Skilled in strategic planning, workforce management, and customer service excellence. Excel in leadership, communication, and problem-solving to enhance team performance and achieve operational goals.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Director of Contact Center Operations
Brownells Inc
Grinnell, Iowa
03.2015 - 01.2023
- Managed daily operations of the contact center to ensure efficient service delivery.
- Developed training materials for new team members on customer service protocols.
- Assisted in implementing quality assurance measures to enhance customer interactions.
- Collaborated with team leads to address employee performance and engagement issues.
- Participated in team meetings to discuss operational challenges and suggest improvements.
- Established relationships with vendors who provide services or products necessary for successful contact center operations.
- Provided coaching and guidance to team members on customer service best practices.
- Coordinated with other departments to ensure seamless integration between processes and systems.
Call Center Operations Manager
MARKETLINK INC.
Des Moines, Iowa
09.2007 - 03.2015
- Managed daily call center operations to ensure seamless service delivery.
- Developed training programs to enhance agent performance and customer service skills.
- Implemented quality assurance processes to maintain high service standards.
- Analyzed call center metrics to identify areas for process improvement.
- Facilitated team meetings to promote communication and address operational challenges.
- Collaborated with cross-functional teams to align operational goals with company objectives.
- Coached employees on techniques for handling difficult customers or situations.
Call Center Operations Manager
Customer Research
SeaTac, Washington
01.2002 - 09.2006
- Managed daily call center operations to ensure seamless service delivery.
- Coordinated staff schedules to optimize resource allocation and coverage.
- Implemented quality assurance processes to maintain high service standards.
- Analyzed call center metrics to identify areas for process improvement.
- Resolved escalated customer complaints in a timely manner.
- Coached employees on techniques for handling difficult customers or situations.
Education
Bachelor of Science - Nursing Leadership And Management
University of Minnesota, Mankato
Mankato, MN 08.1993 - 05.1997
Skills
- Customer experience
- Training development
- Effective communication
- Team leadership
- Conflict resolution
- Staff development
- Problem-solving
- Quality Assurance
Support Experience
- Adult Foster Care Provider
- Guardian Ad Litem
- 4H Exchange Host
Timeline
Director of Contact Center Operations
Brownells Inc
03.2015 - 01.2023
Call Center Operations Manager
MARKETLINK INC.
09.2007 - 03.2015
Call Center Operations Manager
Customer Research
01.2002 - 09.2006
Bachelor of Science - Nursing Leadership And Management
University of Minnesota, Mankato
08.1993 - 05.1997