Kimberley Felipe
Livermore,CA
Summary
Dynamic leader with a proven track record at AIS, adept in staff management and training. Excelled in building a cohesive team of 12, enhancing productivity through targeted mentoring. Skilled in interpersonal communication and leadership, significantly boosting customer satisfaction and loyalty. Passionate about fostering teamwork and driving performance improvements.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
AIS
Remote
05.2022 - Current
- Established team priorities, maintain schedules, timesheets, calendars and monitor performance.
- Maintain consistent presence, to help team with questions, issues and to promote a strong sense of support to the team, towards their success.
- Create a positive work environment through real time acknowledgements and consistent chat involvement.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Train and regularly mentor team of 12 on performance-oriented strategies and customer service techniques like the W.E process.
- Conduct regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Fostering a positive work environment focused on teamwork and collaboration.
- Recruited, interviewed and hired new staff member.
- Work closely with Director to support changes to company.
- Committed to continual growth of my team and myself.
Team Lead
AIS
Remote
11.2021 - 05.2022
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in W.E. process.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Senior CSR
AIS
Remote
06.2020 - 11.2021
- Helped to create a positive culture through active participation in team meetings, contributing ideas for enhancing collaboration among staff members.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Reduced response times, effectively managing high call volumes during peak hours.
- Consistently met or exceeded monthly performance metrics.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Representative
AIS
Remote
09.2013 - 06.2020
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Maintained up-to-date knowledge of company guidelines for informed decision-making during client interactions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of quoting and purchasing.
- Performed effectively in self-directed work environment remotely.
- Set and achieved company defined sales goals.
Sales Office Manager
AIS
Pleasanton, CA
03.2001 - 09.2013
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Developed office policies by implementing standards and procedures to guide efficient, effective operation of office.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Conducted regular performance evaluations, addressing any areas requiring improvement in a timely manner.
- Mentored Team Lead and staff. helping them develop valuable skills for career advancement within the company.
- Monitored staff productivity closely, offering guidance and support to improve individual performance levels.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
CSR/Supervisor
AIS
Pleasanton, CA
12.1998 - 03.2001
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests for products, services, and company information.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
James Logan High School
Union City, CA06.1990
Skills
- Training and mentoring
- Exceptional interpersonal communication
- Team Building and Leadership
- Staff Management
Additional Information
Currently completing CIC classes.
Timeline
Customer Service Manager
AIS
05.2022 - Current
Team Lead
AIS
11.2021 - 05.2022
Senior CSR
AIS
06.2020 - 11.2021
Sales Representative
AIS
09.2013 - 06.2020
Sales Office Manager
AIS
03.2001 - 09.2013
CSR/Supervisor
AIS
12.1998 - 03.2001
James Logan High School