Kimberley Stevens
Summary
Diligent Director with solid background in client service management. Successfully led teams to enhance client satisfaction and streamline processes, resulting in improved client retention. Demonstrated proficiency in conflict resolution and effective communication skills.
Professional client service expert with focus on delivering high-quality solutions. Proven ability to manage client relationships, drive satisfaction, and adapt to evolving needs. Known for fostering team collaboration and achieving results through strategic planning and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Sr. Client Service Manager
ADP
01.2022 - Current
- Currently manage book of business teams with over $20 million value with 8 service associates; 90% client retention
- Lead the organization's communication team to deliver a quarterly newsletter.
- Develop and critically think to resolve service issues related to compensation, performance, employee onboarding, and learning management.
- Lead a product migration project to ensure clients have a successful migration to an enhancement learning management product
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
- Enhanced client satisfaction by effectively managing service delivery and promptly addressing concerns.
- Spearheaded initiatives aimed at streamlining workflows, reducing inefficiencies within the team''s operations.
Client Service Manager
ADP
09.2019 - 01.2022
- Lead daily activities, track various productivity and performance standards and analyze team statistics to ensure service levels are received.
- Managed a $12 million-dollar book of business and service team of 15 team members.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Accomplished moving the needle on a negative NPS to positive NPS within 9 months.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
Account Manager
ADP
01.2017 - 09.2019
- Maintained established accounts and optimized account; provided information based on client data to ensure successful transmission to the IRS.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Delivered essential, high-value customer service and ensure expectations are met and exceeded for customers, businesses, and stakeholders
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Identified and solved complex problems that impact account management and the direction of the business
- Rebuilt fledgling relationship with clients, partners, and stakeholders, which streamlined positive results within a short period of time
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Patient Admissions Supervisor
Fresenius Medical Care
08.2015 - 01.2017
- Managed International Team that assists with negotiating lower payments for patients traveling abroad; built relationships with other renal centers abroad.
- Contributed to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards.
- Managed a team of admissions customer service team to ensure consistent messaging and support for prospective patients.
- Provided leadership to the customer service to assist with
Call Center Operations Manager
Donnelly Communications, Inc.
03.2015 - 08.2015
- Focused on all key metrics in the call center environment.
- Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintained professional and technical knowledge by tracking emerging trends in call center operations management.
Call Center Supervisor
ProCore Solutions
07.2012 - 03.2015
- Insured implementation of call center policies, operations and performance standards
- Evaluated customer survey data and prepared process improvement recommendations
- Reviewed individual production, work quality, performance management and initiating corrective action as needed
- Ensured customer satisfaction by monitoring staff to ensure compliance with company policies and procedures
- Monitored team service performance on a real-time and ongoing basis to ensure targeted goals are achieved
Associate Call Center Supervisor
ProCore Solutions
03.2011 - 07.2012
- Worked with over 7+ business clients; followed up on issues and escalations.
- Assisted with training meter project for Hawaii business.
- Created and implemented individual development plans and related coaching plans to establish behaviors that will improve metrics.
- Identified and resolved customer issues and participated in routine communications with clients to ensure complete customer satisfaction.
- Ensured documentation and analysis of reports to enhance the operations.
Team Lead
ProCore Solutions
02.2009 - 03.2011
- Assisted team members with questions and escalated calls for clients and kept supervisors and managers informed on immediate issues
- Coached and monitored Customer Service Representatives
- Scheduled training classes to ensure reps are updated on client guidelines and procedures.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Customer Service Representative
ProCore Solutions
06.2006 - 02.2009
- Received inbound calls; supported multiple clients while maintaining 95% quality assurance average, 97% error-free.
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
- Received callers providing exceptional listening skills to determine the nature of their call-in order to clearly and precisely address their inquiries professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Business Administration - Management
Kennesaw State University
Kennesaw, GA07.2023
Skills
- Customer Satisfaction
- Customer Retention
- Account management
- Business Process Improvement
- Service initiatives support
- Relationship Building
- Client service delivery
- Time Management
- Process Improvement
- Call Center Operations
- Complaint Handling & Issue Resolution
- Project Management
- Strategic Planning
- Mentor Development
- Performance analysis
- Data-driven decision making
- Customer satisfaction
Timeline
Sr. Client Service Manager
ADP
01.2022 - Current
Client Service Manager
ADP
09.2019 - 01.2022
Account Manager
ADP
01.2017 - 09.2019
Patient Admissions Supervisor
Fresenius Medical Care
08.2015 - 01.2017
Call Center Operations Manager
Donnelly Communications, Inc.
03.2015 - 08.2015
Call Center Supervisor
ProCore Solutions
07.2012 - 03.2015
Associate Call Center Supervisor
ProCore Solutions
03.2011 - 07.2012
Team Lead
ProCore Solutions
02.2009 - 03.2011
Customer Service Representative
ProCore Solutions
06.2006 - 02.2009
Bachelor of Business Administration - Management
Kennesaw State University
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