Kimberly Anderson
Prosper,TX
Summary
Results-oriented professional with 14+ years of experience in client support operations, service coordination, and call center management. Demonstrated strong leadership, analytical skills, and exceptional customer service abilities. Committed to personal and professional development to enhance service delivery and team performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Client Support Operations
Abacus Group, LLC
11.2020 - Current
- Administer and maintain the service management platforms, ensuring optimal performance and data integrity
- Configure and customize platform settings to align with operational needs and requirements
- Provide technical support and training for team members on platform functionalities and best practices
- Develop, generate, and analyze reports on service performance metrics, including ticket resolution times, technician productivity, and client satisfaction
- Create customized reports as requested by management or clients, providing insights to drive operational improvements and strategic decision-making
- Assist the Billing/Finance team in monthly invoicing processes, including verifying service records, reconciling discrepancies, and ensuring accurate charge calculations.
Service Coordinator
Abacus Group, LLC
01.2020 - 11.2020
- Oversee and manage the service platform triage board, prioritizing incoming service requests and incidents based on urgency and impact
- Delivered training programs to enhance the skills and knowledge of new hires and veteran team members.
Contact Management Center Manager
Century Healthcare
the Colony, TX
08.2015 - 12.2019
- Implement call center standards and daily metrics
- Helped develop training and onboarding process of new representatives
- Helped implement daily reporting to executive management
- Provide coaching of call center representatives to improve quality standards
- Work with IT department to improve technical standards to improve call statistics
- Resolve escalated issues with providers and/or members within a timely manner
- Work with other department leads to ensure business standards are met throughout the company
- Payroll processing.
Scheduling/Call Center Representative
Solis Mammography
Addison, TX
06.2010 - 07.2015
- Taking incoming calls
- Handling patient requests and scheduling appointments
- Using both a professional and friendly manner while handling phone calls
- Responsible for scheduling patients for multiple facilities in different states
- The first agent to help launch and participate in the work at home program for three years
- Meeting and exceeding daily expectations for number of calls taken.
Education
High School Diploma -
Overland High School
Aurora, Colorado05-2002
Skills
- Service Platform Management – ConnectWise PSA, BrightGauge
- Data Analysis Proficiency
- Team Management
- Customer Relations
- Organizational Filing
- Strong Customer Service Expertise
- Excellent and effective written and verbal communication skills
- Detail-Oriented Approach
- Skilled in Microsoft Office Applications
- Accurate Multitasking Skills
Certification
- ITIL v4
- Microsoft Power BI for Business Intelligence
Timeline
Client Support Operations
Abacus Group, LLC
11.2020 - Current
Service Coordinator
Abacus Group, LLC
01.2020 - 11.2020
Contact Management Center Manager
Century Healthcare
08.2015 - 12.2019
Scheduling/Call Center Representative
Solis Mammography
06.2010 - 07.2015
High School Diploma -
Overland High School
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