Kim Lambert
Rio Verde,AZ
Summary
Knowledgeable Senior Manager ( Director) with over 20 years of experience. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
9
9
years of professional experience
Work History
Director- Client Solutions
Cypress Ascendant Services
Scottsdale, AZ
02.2022 - Current
- Consistently exceeded all short and long term targets and goals
- Handled complex customer complaints with empathy and composure
- Proactively participated in projects to create new practices and service standards
- Performed as Senior Escalation and Sales contact, responding to emails, phone calls and clients face to face ( offering problem resolution)
- Managed staff, financials and key performance indicators to facilitate business operations.
- Recruited, hired, and trained employees on operations and performance expectations.
- In many cases, this entailed working with clients in very stressful and time bound financial situations
- Processed a range of documents and managed multiple processes and databases to offer best in class products and services.
Senior Manager Client Solutions
Solidifi Title and Escrow
Scottsdale, AZ
02.2020 - 02.2022
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Collaborated with cross-functional team members to build and execute development plans.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
Client Relations Manager
OS National LLC
Tempe, AZ
06.2018 - 02.2020
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Recruited and trained new employees to meet job requirements.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
Operations and Client Solutions Manager
Stewart Title Guaranty Company
Tempe, AZ
02.2015 - 06.2018
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Motivated and evaluated personnel for performance improvement and goal achievement.
Education
Some College (No Degree) - Business
Saddleback College
Mission Viejo, CASkills
- Problem Solving
- Customer Service
- Sales
- Teamwork
- Contract Negotiation
- Project Management
- Operations Management
- Staff Development
- Staff Management
- Creativity and Innovation
- Charismatic Leader
- Company Guidelines
- Team Management
- Verbal and Written Communication
- Crisis Management
- Contract and Vendor Management
Personal Information
Gender: Female
Languages
English, Native
Timeline
Director- Client Solutions
Cypress Ascendant Services
02.2022 - Current
Senior Manager Client Solutions
Solidifi Title and Escrow
02.2020 - 02.2022
Client Relations Manager
OS National LLC
06.2018 - 02.2020
Operations and Client Solutions Manager
Stewart Title Guaranty Company
02.2015 - 06.2018
Some College (No Degree) - Business
Saddleback College
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