Work Preference
Summary
Overview
Work History
Skills
Timeline
Generic
KIMBERLEE HOWELL
Open To Work

KIMBERLEE HOWELL

Customer Service Leadership
Dracut,United States

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Customer Service SupervisorSupervisor, Customer Service Call CenterManager, Customer Service/Order AdministrationSupervisor, Customer Service Call CenterSr. Implementation Manager, Office Manager

Work Type

Full Time

Location Preference

RemoteHybrid
Location: Dracut, United States, US
Open to relocation: No

Salary Range

63000/yr - 200000/yr

Important To Me

Healthcare benefitsWork from home optionPaid time offPaid sick leave401k matchCompany CultureWork-life balanceStock Options / Equity / Profit Sharing

Summary

Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Overview

17
17
years of professional experience

Work History

Customer Service Supervisor

Corning Life Sciences
Tewksbury, United States
06.2023 - 01.2024
  • Improved order accuracy by 15% and reduced phone response times by 30% through regular KPI monitoring.
  • Coordinated the onboarding and training of 10 new hires using a structured program, reducing ramp-up time by 20% and ensuring a smooth transition into their roles.
  • Championed a team of 12 in customer service, amplifying order accuracy and reducing response times, significantly boosting client satisfaction.
  • Developed 5 clear performance objectives for 10 team members, coaching them to improve individual contributions and achieve 90% of departmental goals.
  • Monitored attendance and workload coverage for a team of 15 staff members, ensuring consistent service levels and achieving a 20% improvement in operational efficiency.
  • Redesigned customer inquiry processes using Salesforce, reducing response times by 30% and significantly enhancing customer satisfaction.
  • Coached a team of 12 members, enhancing individual skills through targeted training sessions and achieving measurable improvements in team performance.

Supervisor, Customer Service Call Center

Infinite Electronics
N. Andover, United States
05.2022 - 03.2023
  • Managed a diverse team of 7-14 customer service representatives across multiple locations, achieving consistent service levels and reducing response times.
  • Resolved 50+ customer escalations monthly, contributing to a 15% increase in customer satisfaction ratings.
  • Coordinated with purchasing and production to meet delivery schedules, resulting in a 15% improvement in service reliability.
  • Managed an average of 15 RFQs and invoices daily, resolving system issues promptly to improve processing times by 20%.
  • Mentored a team of 10 members, resulting in a 15% increase in quarterly performance metrics.
  • Streamlined escalation processes, reducing average resolution time by 20%
  • Developed a resource allocation system for the CSR team, managing workloads for a team of 10 agents and reducing response times by improving service delivery processes using Salesforce.
  • Improved customer service workflows, decreasing average response times by 20% and increasing client satisfaction ratings through the use of Salesforce CRM.
  • Led a team of 12 customer service agents, implementing weekly collaboration meetings that enhanced communication and reduced issue resolution time by 15%.

Manager, Customer Service/Order Administration

Smith & Nephew
Andover, United States
05.2015 - 12.2019
  • Directed a team of 16-20, ensuring high service levels and adherence to policies.
  • Conducted performance reviews for a team of 15, resulting in a 15% increase in productivity metrics and higher employee satisfaction rates, as indicated by quarterly survey results.
  • Resolved 50+ order entry issues, expediting product shipments and reducing delays by 20%.
  • Redesigned order entry processes, increasing shipment speed by 20% and boosting customer satisfaction through reduced order fulfillment times using SAP.
  • Evaluated service metrics to identify trends, implementing targeted training that boosted team performance and service quality.
  • Coordinated with 3 cross-departmental teams to resolve 15+ A/R issues monthly, resulting in a 20% faster financial closing process.
  • Maintained compliance with FDA regulations, guaranteeing all processes met required standards for medical device clients.
  • Provided mentorship and performance reviews for Order Administration staff, cultivating a supportive environment for professional growth.

Supervisor, Customer Service Call Center

Smith & Nephew
Andover, United States
11.2012 - 05.2015
  • Directed a team of 15 in resolving customer inquiries, enhancing satisfaction and retention rates.
  • Analyzed call center metrics such as average handle time and call volume, leading to a 15% reduction in response time.
  • Worked with cross-functional teams to improve order processing times by 15%, resulting in a quicker response to customer inquiries.
  • Created a supportive team environment by implementing bi-weekly training sessions and collaborative tools, leading to a 15% increase in service quality scores.
  • Implemented targeted training programs, resulting in improved team efficiency and elevated quality of service across customer interactions.
  • Optimized call center workflows, reducing average response time by 20 seconds and increasing customer satisfaction scores

Sr. Implementation Manager, Office Manager

Abbott Laboratories/Abbott Diabetes Care
Bedford, MA, United States
10.2006 - 03.2012
  • Coordinated user training and system updates in SAP for a team of 15, improving communication and efficiency in daily operations.
  • Coordinated office logistics for a team of 15, leading to a 20% reduction in downtime during peak hours.
  • Revamped job description processes to define roles more clearly and align team expectations, resulting in a 20% reduction in onboarding time for new hires.
  • Provided support to the VP and sales team by streamlining resource allocation processes, resulting in a 15% increase in team efficiency.
  • Served as the primary contact for Salesforce needs, providing training and support that improved sales team efficiency by reducing reporting time by 30%.

Skills

  • Quality Assurance CAPA SOX
  • Kronos, ADP
  • Salesforce, SAP, Oracle, Workday
  • Time Management
  • Team Leadership
  • Customer Relationship Management (CRM)
  • Multi-Channel Support (Phone, Email, Chat)
  • Inventory Management: Supply Chain
  • Report Generation (Power BI)
  • Process Improvement
  • Empathy/Active Listening
  • Relationship building
  • Call monitoring
  • Escalation handling
  • Coaching and mentoring
  • Collaboration
  • Attention to detail
  • Multitasking and organization
  • Problem-solving abilities
  • Excellent communication
  • Emotional Intelligence

Timeline

Customer Service Supervisor

Corning Life Sciences
06.2023 - 01.2024

Supervisor, Customer Service Call Center

Infinite Electronics
05.2022 - 03.2023

Manager, Customer Service/Order Administration

Smith & Nephew
05.2015 - 12.2019

Supervisor, Customer Service Call Center

Smith & Nephew
11.2012 - 05.2015

Sr. Implementation Manager, Office Manager

Abbott Laboratories/Abbott Diabetes Care
10.2006 - 03.2012

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