Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kimberly Fox

Jacksonville,AR

Summary

Seasoned management professional with over 20 years of experience in call center operations and leadership roles. Seeking a management position to leverage my extensive knowledge in expense planning, budget control, and productivity strategies to motivate staff and achieve organizational objectives.

Overview

20
20
years of professional experience

Work History

Director of Call Center Operations

GCI Telecommunications
07.2016 - 11.2018
  • Managed a team of 350+ customer service and technical representatives, ensuring high performance and adherence to company policies
  • Implemented call center technologies, including automated call distribution systems and CRM software, to streamline operations
  • Developed and implemented observations programs for new hires and ongoing professional development for existing staff
  • Analyzed call center data to identify trends, recommend process improvements, and drive overall performance
  • Oversaw the development and implementation of customer service protocols to ensure consistent and exceptional service delivery.

AKD Operations Call Center Manager

GCI Telecommunications
03.2008 - 07.2016
  • Led a team of 150+ customer service representatives, providing coaching and feedback to optimize performance and enhance customer satisfaction
  • Managed call center schedules and staffing to meet service level agreements and ensure maximum efficiency
  • Implemented quality assurance programs to monitor and evaluate customer interactions, identifying opportunities for improvement
  • Collaborated with cross-functional teams to develop and execute strategies for enhancing customer experience and increasing retention rates.

System Manager III

GCI Retail Store
03.2008 - 07.2016
  • Oversaw the operation and maintenance of the store's computer systems, networks, and software applications
  • Managed the store's point-of-sale system, inventory management system, CRM system, and other critical IT systems
  • Ensured the store's technology infrastructure was secure, reliable, and efficient by implementing IT security policies and procedures
  • Conducted regular system audits and troubleshooting technical issues as they arose
  • Conducted regular performance reviews and goal-setting sessions with team members to drive continuous improvement.

Sr Call Center Operations Manager

GCI Telecommunications
05.2001 - 03.2008
  • Provided leadership and direction for call center operations, ensuring high levels of customer service and operational efficiency
  • Developed and implemented strategies to improve call center performance and customer satisfaction

Education

3 weeks Managing Training -

Taco Bell Headquarters
IRVIN, CA

Basic Training for the Travel Industry -

A.C.T. Trave1 School
POMPANO BEACH, FL
05.1988

Bossier Learning center
BOSSIER CITY, LA
01.1981

Skills

  • Strong leadership and communication skills
  • Proven track record of driving operational excellence and improving customer satisfaction
  • Ability to analyze data and make data-driven decisions
  • Experience with call center technologies and systems
  • Excellent problem-solving and decision-making abilities

References

Available upon request

Timeline

Director of Call Center Operations

GCI Telecommunications
07.2016 - 11.2018

AKD Operations Call Center Manager

GCI Telecommunications
03.2008 - 07.2016

System Manager III

GCI Retail Store
03.2008 - 07.2016

Sr Call Center Operations Manager

GCI Telecommunications
05.2001 - 03.2008

3 weeks Managing Training -

Taco Bell Headquarters

Basic Training for the Travel Industry -

A.C.T. Trave1 School

Bossier Learning center

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Kimberly Fox