Kimberly Atkins
Austin,Texas
Summary
Accomplished leader with a proven track record at in Support Management, adept in Project Management and Team Collaboration. Excelled in enhancing customer service management, driving staff development, and achieving significant improvements in employee engagement. Expert in client relationship management, showcasing a strong blend of strategic planning and coaching skills.
Overview
22
22
years of professional experience
Work History
Guest Teacher- KoKua
Kokua Education
Austin, TX
03.2024 - Current
- Delivered Engaging Lessons: Effectively implemented lesson plans provided by the primary teacher, maintaining continuity in learning and classroom routines.
- Adapted Instruction: Tailored teaching strategies to accommodate diverse learning styles and abilities, ensuring all students were actively engaged and understood key concepts.
- Maintained Classroom Discipline: Fostered a positive and structured learning environment by implementing school-wide behavior management systems.
- Facilitated Student Learning: Explained and clarified lesson objectives, guided independent practice, and provided feedback to support student understanding and skill development.
- Utilized Technology in Instruction: Incorporated classroom technology, such as smart boards and educational software, to enhance lesson delivery and student participation.
Travis Appraisal Review Board Member
Travis Central Appraisal District
Austin, TEXAS
02.2024 - 10.2024
- Sat in live three-member panel and listened to property owners protest the market value of their property set by Travis Central Appraisal District.
- Listened to testimonies and reviewed evidence presented by the taxpayer and the appraisal district, and the TARB panel members would weigh that evidence to determine the fair market value of residential and commercial property.
- Based final decision upon the facts presented to the panel, while adhering to the Texas Property Tax Code and the State of Texas laws.
Customer Support Team Manager
Hippo
Austin, Texas
05.2023 - 10.2023
- Oversaw the day to day activities of the Customer Support Team. Developing and implementing policies and procedures to ensure a quality customer service
- Resolved customer complaints regarding sales and service
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service
- Drove customer escalations to resolution by engaging directly with clients
- Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
- Created operational protocols and customer service processes to improve staff performance.
- Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques
- Worked collaboratively with cross-functional teams to support accounting processes and decrease financial discrepancies
Team Lead
Accenture
Austin, Texas
12.2018 - 03.2023
- Managed team of 12-15 agents, performance management, coaching, employee development, mentoring, career counseling and planning wellness/engagement activities
- Drive and manage team’s performance against SLAs and KPI’s including metric reporting on team performance
- Drive client interaction and reporting on SLA performances of owned workflows
- Process improvement idea development and implementation
- Adapting quickly to changes in workflows
- Resolved conflicts and deescalating situations as needed
- Assisted with driving global initiatives
- Facilitate interviews as well as onboarded and offboarded agents
- Serve as POC for assigned workflows
- Serve as member of ATX Engagement Team
Customer Service Supervisor
Texas Department of Motor Vehicles
Austin, Texas
03.2014 - 08.2018
- Supervised a customer service team in a high-volume Automatic Call Distribution Customer Contact Center that responded to customer inquiries regarding TxDMV information services, policies, procedures, laws, rules, and regulations
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Interviewing, hiring, training, coaching, professional development and performance evaluations of teams and individual staff members to ensure quality customer service and maintain a high performing workforce
- Ensured staff compliance of TXDMV attendance policy and performance goals; Administers corrective action plans for attendance and performance
- Oversaw division processes and quality control of all contact center responses to ensure accuracy and timely follow-up of all customer service products and resolution of all issues and inquiries
- Monitored and reviews the status of customer contact inquiries and operational performance to ensure compliance with established performance measures
- Responsible for maintaining quality assurance program which included call and email evaluations
- Ensured QA team performed evaluations and met monthly goals
- Prepared all division reporting requirements and measures the effectiveness of division customer service programs, processes and initiatives
- Facilitated weekly operations meetings
Customer Service Supervisor
One West Bank
Austin, Texas
11.2009 - 02.2014
- Supervised a team of call center agents (15-20) responsible for collecting mortgage payments and foreclosure payments, responded to billing inquiries and policy and procedure related
- Supervised a specialty pilot team of 10 agents that only generated leads and worked exclusively with loan officers
- Supervised and administered interviewing, hiring, training, coaching, professional development and performance evaluations of teams and individual staff members to ensure quality customer service and maintain a high performing workforce
- Monitored queue and tracked inbound calls
- Managed division processes and quality control of all contact center responses to ensure accuracy and timely follow-up of all customer service products and resolution of all issues and inquiries
- Facilitated staff meetings and huddles
Call Center Manager
Support Kids Inc.
Austin, Texas
08.2002 - 05.2009
- Managed team of Child Support Specialists (staff of 26) responsible for collecting child support arrears via payment arrangements, settlements and wage withholding
- Monitored staff collections to ensure collection goals were met
- Interviewing, hiring, training, coaching, professional development and performance evaluations of teams and individual staff members to ensure quality customer service and maintain a high performing workforce
- Conducted staff meetings and participated in strategic planning, policy-setting, and critical thinking analysis sessions that supported a customer-centric work environment and provided enhancement recommendations to the division director
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees
- Facilitated individual coaching sessions with CSRs to realign productivity goals
- Created, recommended and implemented policies and procedures for operational and staffing resource
Education
Bachelor of Science - Marketing
Park University
08.1994
Skills
- Project Management
- Team Collaboration
- Client Relationship Management
- Recruiting, Hiring
- New Hire Orientation
- Verbal and Written Communication
- Employee Relations
- In-Person and telephone interviewing
- Performance Tracking and Evaluation
- Training and Development
- Complex Problem Solving
- Strategic Planning
- Employee Engagement
- Customer Service
- Customer Service Management
- Staff Development
- Coaching and Mentoring
- Guest Teaching
- Instructional strategies
- Assessment techniques
Training/Certifications
- Property & Casualty License
Timeline
Guest Teacher- KoKua
Kokua Education
03.2024 - Current
Travis Appraisal Review Board Member
Travis Central Appraisal District
02.2024 - 10.2024
Customer Support Team Manager
Hippo
05.2023 - 10.2023
Team Lead
Accenture
12.2018 - 03.2023
Customer Service Supervisor
Texas Department of Motor Vehicles
03.2014 - 08.2018
Customer Service Supervisor
One West Bank
11.2009 - 02.2014
Call Center Manager
Support Kids Inc.
08.2002 - 05.2009
Bachelor of Science - Marketing
Park University