Kim James
Fairburn,GA
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
23
23
years of professional experience
Work History
CALL CENTER SUPERVISOR
Ascensus
03.2021 - Current
- Oversees overall servicing and operational functions of IRA Call Center
- Main responsibilities are directly leading call center claims team staff
- Provide proper coaching, mentoring, and ongoing training to team
- Ensure customer service expectations are being met to achieve team and company goals
- Assist with daily workload to ensure overall team meets its goals
- Conduct interviews to hire new talent
- Provide onboarding and new hire training.
- Completed bi-weekly payroll for 19 employees
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Supervised 19 Compliance Service Reps in providing excellent customer service to callers requiring assistance for IRA compliance and claim issues
- Executed Monthly Performance Plans with representatives to to identify production gaps
- Kept high average of performance evaluations
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Developed quality employees within call center to take over leadership positions
SR. COMPLIANCE SERVICING SPECIALIST
Ascensus
08.2015 - 01.2021
- Resolve technical IRA, HSA, and ESA compliance issues
- Interpret and communicate IRA, HSA, and ESA legislation, regulation, and rules to ensure tax compliance
- Provide front-line customer service and operational process support to financial institutions
- Provide front-line customer service and operational process support to state-sponsored retirement plan programs for the state of California, Illinois, and Oregon
- Provide tax reporting and prep of 1099Rs and 5498 retirement forms to owners and the IRS
- Process expense reports of Contracted Employee's
- Setup and schedule meetings on behalf of Employers for Employees Benefits.
CUSTOMER SERVICE REPRESENTATIVE
Wipro Limited
09.2014 - 02.2015
- Managed inbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using empathetic approach and demeanor
- Completed and processed paperwork and records with attention to detail to ensure accurate entry of important data in company CRM
- Provided consultative and functional assistance to team members on operating system and informed information of products offered.
COORDINATOR/TRAINER
Bank of America Corporation
03.2001 - 07.2013
- Supervised and managed teams throughout production floor
- Collaborated with executive leadership to facilitate and implement appropriate change management initiatives associated with organizational transition activities
- Provided coaching for team members, ensuring compliance with internal and external audits
- Provided daily reports and kept accurate logs of all activities, adhering to operational procedures
- Met with prospective clients to push product sale and continued growth
- Managed multiple high-profile accounts to maintain and secure bank-client relationship along with keeping in compliance with HIPPA rules
- Conducted new hire training to secure positions on production floor and provided ongoing coaching for bank staff
- Conducted learner and gap analyses to determine training needs and learning strategies.
Education
BACHELOR OF ARTS - HUMAN RESOURCE MANAGEMENT -
University of Arizona Global Campus
Chandler, AZ05.2021
Skills
- Information Tracking
- Timekeeping Abilities
- Reporting Skills
- Documentation Expertise
- Schedule Coordination
- Training Coordination
- Report Writing
- Timekeeping abilities
- Process updates
- Performance improvements
- Strategic planning
- Scheduling
Timeline
CALL CENTER SUPERVISOR
Ascensus
03.2021 - Current
SR. COMPLIANCE SERVICING SPECIALIST
Ascensus
08.2015 - 01.2021
CUSTOMER SERVICE REPRESENTATIVE
Wipro Limited
09.2014 - 02.2015
COORDINATOR/TRAINER
Bank of America Corporation
03.2001 - 07.2013
BACHELOR OF ARTS - HUMAN RESOURCE MANAGEMENT -
University of Arizona Global Campus
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