Summary
Overview
Work History
Education
Skills
Affiliations
Phone - Number
Managerialcourses
Timeline
Generic

Kimberly Allen

Covington,VA

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

24
24
years of professional experience

Work History

Monitoring Team Manager

Securitas Technology
09.2021 - Current
  • Addressed customer and employee inquiries effectively.
  • Conduct hiring, training, and onboarding processes for all incoming monitoring center staff.
  • Performed regular assessments to ensure staff adherence to productivity standards.
  • Conducted coaching sessions and performance evaluations to enhance employee development.
  • Handled weekly payroll processing for monitoring center employees accurately.
  • Managed staffing levels within headcount and overtime budget constraints to achieve financial targets.
  • Maintained compliance with corporate and customer procedures through consistent staff supervision.
  • Articulate company objectives alongside customer instructions to ensure role clarity for each employee.
  • Defined specific goals and ensured complete understanding among team members.
  • Ensured all objectives and service level agreements were met by optimizing resource distribution.
  • Efficiently managed Adhoc tasks, ensuring timely completion.

Customer Care Supervisor

Getix Health
01.2011 - 01.2020
  • Ensured team performance standards and metrics were consistently achieved or surpassed.
  • Supervised daily operations to maintain adequate staffing levels and meet performance targets.
  • Facilitated and conducted monthly one-on-one staff meetings to boost team efficiency.
  • Collaborated with clients to maintain top-tier service quality.
  • Identified and resolved issues hindering success.
  • Developed and implemented guidelines, policies, procedures and processes for timely and compliant regulatory of Account Receivables.
  • Reviewed, coached, and mentored staff emphasizing responsibility and accountability.
  • Recruited, selected, oriented and managed staff to achieve operational goals.

OUTBOUND CALL CENTER MANAGER

Affiliated Computer Services
01.2001 - 01.2009
  • Managed outbound call center operations with a focus on staffing and coaching.
  • Managed campaigns using the Strata Soft dialer and handled file transfers such as import, export, upload, and download.
  • Managed oversight of 630,000 monthly outbound dialer calls for over 70 hospitals.

System Administrator/Report Analyst

Getix Health
  • Oversaw daily file integrity.
  • Evaluated inventory data, providing key insights and future trends to management team.
  • Generated trending reports to assist management in staffing decisions.
  • Examined existing workflows to identify inefficiencies.
  • Prepared and distributed client and management reporting packages on a daily, weekly, and monthly basis.
  • Contributed expertise to client onboarding and operational process enhancement teams.

INBOUND CUSTOMER SERVICE SUPERVISOR

  • Managed CCMS for 80 customer service agents on Nortel PBX.
  • Enhanced productivity by 30% through creation of an incentive-driven compensation structure.
  • Achieved a service factor of 85% while handling 100,000 healthcare calls monthly.
  • Contributed significantly to designing Contact Center Management Software.

Education

High School Diploma -

Strathmore Union High School
Strathmore, CA

Skills

  • Call Center Operations Management
  • Quality Assurance Management
  • Debt Recovery Management
  • Employee Development
  • FDCPA
  • HIPAA Regulations
  • Goal Development for Employees
  • Experience with Dialer Technology
  • Strategic Policy Design
  • Process Design
  • Team Development
  • Leadership
  • Strategic Collections
  • Performance coaching
  • Employee engagement
  • Workforce planning
  • Employee scheduling
  • Performance appraisal
  • Meeting facilitation

Affiliations

  • American Collectors Association
  • HFMA

Phone - Number

253.227.2722

Managerialcourses

  • Civil Treatment for Managers
  • Manager Accountability Course
  • Sexual Harassment Prevention
  • Global Ethical Principals
  • Crystal Reports
  • Customer Service Etiquette
  • HIPAA
  • FDCPA

Timeline

Monitoring Team Manager

Securitas Technology
09.2021 - Current

Customer Care Supervisor

Getix Health
01.2011 - 01.2020

OUTBOUND CALL CENTER MANAGER

Affiliated Computer Services
01.2001 - 01.2009

System Administrator/Report Analyst

Getix Health

INBOUND CUSTOMER SERVICE SUPERVISOR

High School Diploma -

Strathmore Union High School

Similar Profiles

CREATE PROFILE
Kimberly Allen