Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

Kimberly A Butts

Lauderhill,FL

Summary

Seasoned Customer Service Team Manager with a proven track record at AT&T, excelling in team leadership and project management. Expert in driving customer satisfaction and operational excellence, evidenced by winning the 2024 Service of Excellence Award. Skilled in negotiation and communication, adept at fostering growth and efficiency across teams.

Overview

36
36
years of professional experience

Work History

Customer Service Team Manager

AT&T
04.2009 - Current
  • Manage CABS Repair Calls Center 24/7.
  • Develop and mentor on-the-job training for new hires.
  • Monitor the chatroom for new hires to support all questions and uptraining.
  • Created a job aid for the training class for the Nuance Agent Desktop Application.
  • Handle escalation calls and follow-ups for my upper-level management team.
  • Support ASE/FIBER SME for all regions.
  • Support and pioneer the ASE Pilot Team.
  • Join conference calls for the enhancement and improvement of job functions for upper management.
  • Develop job aids on how to establish BANS for all five regions.
  • Provide real-time updates via email or memos for any changes to the ASE ordering process to my team.
  • Monitor the ASE Chat Room to support and assist with inquiries and questions from all levels and departments.
  • Winner of the 2013 Service of Excellence Award.
  • Customer satisfaction review and order management of data and wireline services, including analog lines, T1s, T3s, Metro E's, Sonet rings, and AT&T Switched Ethernet.
  • Large-scale project management.
  • Support for executive-level service escalations for billing and order expedites.
  • Handle escalation calls from large business customers.
  • SME for all new projects within my department.
  • Lead training classes and develop a training document for the office as a whole.
  • Conduct conference calls to resolve all issues and inquiries.
  • Monitor and instruct all projects.
  • Interaction with all departments, such as IT, Network, Design, and Manager workloads.
  • Review and clear all telecommunications for all service orders on second-level escalation.
  • Create and establish all documents dealing with new products and procedures.
  • Ensure all service orders for the large customers are issued on a timely basis and are error-free by the team.
  • Member of the upper-level Management Focus Group to enhance the work environment.
  • Distributed the workload to the floor.
  • Second-level manager role when my current manager is out of the office.

Residential Sales and Support/Team Lead

AT&T
04.2005 - 01.2009
  • Consulted with customers to recommend and sell a variety of telecommunication products and/or services to meet customers' needs.
  • Utilized appropriate sales techniques to encourage a good customer relationship, and to enhance the buying experience.
  • Worked in a highly controlled environment where strict schedules are adhered to.
  • Served as the single point of contact for roadblocks within the center.
  • Handled escalations from sales associates to avoid further escalation.
  • Conducted departmental meetings.
  • Performed training and development.
  • Conducted sales coaching and evaluation, in addition to monitoring calls for compliance.
  • Provided immediate feedback to sales personnel.
  • Outlined job duties for fellow leads and managers.

Collection Supervisor/Advisor

American Intercontinental University
04.2004 - 12.2005
  • Assisted the accounting department in minimizing bad debt.
  • Trained, mentored, and led a staff of five.
  • Recruited and interviewed prospective new hires.
  • Assisted students in resolving their complaints regarding their education.
  • Reviewed daily, weekly, and monthly collection reports.
  • Presented overviews to students and parents of the Student Account area.
  • Assisted in collecting and settling students' financial disputes.
  • Reconciled student accounts for completeness and accuracy.
  • Worked closely with collection agencies.
  • Participated in a focus group to resolve work issues.
  • Worked closely with Career Services to assist students with job placement.

Team Leader

American Express
01.1989 - 08.2003
  • Supervised, mentored, and coached employees.
  • Mentored and prepared development plans for the employees.
  • Manage the process of all employees' personal information.
  • Provided one-on-one coaching sessions on the employee's job performance.
  • Conducted group huddles and team meetings to review goals and expectations.
  • Reviewed personal files for prospective internal candidates, and reviewed resumes for external candidates for job placement within the Credit Department.
  • Monitored and sought internal candidates based on job performance for the Leadership Readiness Program and grooming.

Credit Analyst

American Express
01.1989 - 08.2003
  • Inbound and outbound collection calls.
  • Administered collection calls within an inbound and outbound phone environment.
  • Assisted customers in resolving their debts through payment options.
  • Extensive research in validating balances or inquiries the customers may have regarding their unpaid debt.
  • Handled 90-day-plus delinquent accounts.
  • Adhered to all state and federal credit compliance laws and regulations.
  • Maintained high stats in a highly productive environment.
  • Reviewed and implemented new collection best practices.

Training Specialist

American Express
01.1989 - 08.2003
  • Assisted new hires in developing their skills and knowledge.
  • Classroom assistance in learning all major job functions.
  • One-on-one coaching on handling escalation and complaint calls.
  • Monitored and reviewed new hire cases on a daily basis.
  • Prepared additions to training course materials.
  • Researched legal issues for the Credit Department.
  • Prepared and administered training guides.

Legal Analyst

American Express
01.1989 - 08.2003
  • Assisted the company’s attorney in recovering unpaid debt actions.
  • Provided payment options to customers to prevent their accounts from being placed with an outside agency or a lawsuit from being filed.
  • Managed the process of outside agency complaints filed by customers who are having difficulties with the agencies' tactics.
  • Ability to analyze legal documents such as Stipulation of Agreement, Stipulation of Discontinuance, Judgments, Wage Garnishment, and Satisfaction of Judgment.
  • Prepared letters advising customers of their account status.
  • Prepared Excel spreadsheets for management reporting.
  • Developed solutions that are acceptable to all parties involved.

Education

Master in Business Administration - Business Administration

Nova Southeastern University
Davie, FL
10.2002

Bachelor of Science - Business Administration

Nova Southeastern University
Davie, FL
05.1992

Skills

  • Customer Service
  • Team Leadership
  • Contract Management
  • Communication
  • Project Management
  • Sales
  • Negotiation
  • Training
  • Troubleshooting
  • Account Management
  • Coaching
  • Legal Analysis
  • Debt Collection

References

Available upon request

Accomplishments

  • Chad Towns award for hard dedication to the organization and customers (December 2024)
  • • Service of Excellence Award (2013)
  • Service of Excellence Award (2024)
  • • Employee of the month on several occasion

Timeline

Customer Service Team Manager

AT&T
04.2009 - Current

Residential Sales and Support/Team Lead

AT&T
04.2005 - 01.2009

Collection Supervisor/Advisor

American Intercontinental University
04.2004 - 12.2005

Team Leader

American Express
01.1989 - 08.2003

Credit Analyst

American Express
01.1989 - 08.2003

Training Specialist

American Express
01.1989 - 08.2003

Legal Analyst

American Express
01.1989 - 08.2003

Master in Business Administration - Business Administration

Nova Southeastern University

Bachelor of Science - Business Administration

Nova Southeastern University

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Kimberly A Butts