Kimberley Dunham
Burlington,NC
Summary
Results-oriented manager with extensive experience in optimizing customer service workflows. Skilled in team leadership and training, successfully enhancing productivity and operational efficiency while improving client satisfaction key performance metrics.
Overview
32
32
years of professional experience
Work History
Server
Mosca's Italian Restaurant
Burlington, NC
08.2020 - Current
- Delivered exceptional customer service, ensuring satisfaction and repeat business.
- Managed multiple tables efficiently during peak hours, maintaining high service standards.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Trained new servers on menu details and restaurant procedures to enhance team performance.
Sr. Manager - Corporate Contact Center Operations
LabCorp
Burlington, NC
07.2025 - Current
- Led cross-functional teams to optimize laboratory customer service workflows and enhance operational efficiency.
- Developed strategic initiatives to improve customer satisfaction and service delivery metrics.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Manager - Southeast Clinical Contact Center
LabCorp
Burlington, NC
07.2022 - 07.2025
- Analyzed performance metrics to identify areas of improvement, driving strategic initiatives to enhance service delivery.
- Facilitated training programs for staff, fostering professional development and improving team capabilities.
- Collaborated with senior leadership to align departmental goals with organizational objectives and strategies.
- Managed and motivated employees to be productive and engaged in work.
Project Manager - Corporate Operations
Labcorp
Burlington, NC
02.1994 - 07.2022
- Led cross-functional teams to deliver complex projects on time and within budget.
- Developed project plans and timelines, ensuring alignment with stakeholder expectations.
- Implemented process improvements that increased operational efficiency across multiple departments.
- Facilitated regular team meetings to assess project progress and mitigate risks proactively.
Education
Certification - Project Management
Alamance Community College
Graham, NC07-2020
Certification - Lean Six Sigma
Alamance Community College
Graham, NC01-2020
Skills
- Strong work ethic
- Exceptional customer service
- Cash handling
- Guest engagement
- Professional appearance
- Hospitality service expertise
- Memory retention
- Menu memorization
Timeline
Sr. Manager - Corporate Contact Center Operations
LabCorp
07.2025 - Current
Manager - Southeast Clinical Contact Center
LabCorp
07.2022 - 07.2025
Server
Mosca's Italian Restaurant
08.2020 - Current
Project Manager - Corporate Operations
Labcorp
02.1994 - 07.2022
Certification - Project Management
Alamance Community College
Certification - Lean Six Sigma
Alamance Community College