Kimberly Hadden
Red Oak,TX
Summary
Customer care manager with extensive experience at Neiman Marcus Group, specializing in performance management and service recovery. Demonstrated ability to enhance team efficiency and achieve significant KPI improvements. Proficient in Salesforce and conflict resolution, promoting a culture of excellence and continuous development within diverse teams.
Overview
26
26
years of professional experience
Work History
Manager, Core Customer Care
Neiman Marcus Group / Saks Global
Dallas, TX
01.2014 - Current
- Supervise a team of 13–21 associates, ensuring compliance with attendance, adherence, and performance policies.
- Monitor telephony queues and reallocate resources during high wait times to maintain service level.
- Review escalated cases and implement service recovery protocols to resolve customer dissatisfaction.
- Administer WFM processes: approve exception requests, manage leave, and ensure schedule coverage.
- Conduct regular team meetings, 1:1 coaching, and monthly performance reviews to reinforce standards.
- Identify training gaps and assign targeted development plans.
- Serve as escalation point and log in as senior agent when wait times exceed thresholds.
- Prepare and deliver monthly business reviews and KPI analyses to Operations leadership.
Deep Night Assist / Resource Management
Neiman Marcus Group / Saks Global
Dallas, TX
01.2009 - 01.2014
- Managed overnight workforce schedules and adherence for phone, email, and chat teams.
- Oversaw queue performance (ASA, occupancy, abandoned %) and created service-level reports.
- Delivered daily turnover briefings to leadership with operational highlights and challenges.
Executive Services
Neiman Marcus Group / Saks Global
Dallas, TX
01.2000 - 01.2009
- Resolved complex escalations and complaints requiring collaboration with legal, merchants, and quality control.
- Partnered with leadership to develop return and customer policies; authored training documentation for company intranet.
- Supported CEO and executive leadership during peak business cycles with customer experience insights and case management.
Education
Certificate of Technical Studies -
Computer Learning Center
Los Angeles, CA01-1991
WM. S Hart High School
Newhall, CA01-1989
FY24 Fashion Your Future Graduate - Management Program
Neiman Marcus
Dallas, TXSome College (No Degree) -
College of The Canyons
Valencia, CASkills
- Salesforce and Twilio Flex
- Team leadership
- Performance management
- Service recovery
- KPI analysis
- Customer relationship management
- Business process improvement
- Training development
- Effective communication
- Conflict resolution
- Problem solving
- Coaching techniques
- Strategic thinking
- Policy implementation
- Goal setting
- Coaching and mentoring
- Documentation and reporting
- Clear communication
- Performance evaluations
- Customer service
- Change management
- Avaya communication systems
- Office 365 applications
- Google Workspace tools
- Workforce scheduling and reporting
Accomplishments
- Drove BG Customer Care Team to #1 ranking across division, achieving Top Box Voice 94.6% and SMS 84.2%.
- Oversaw schedule adherence, time-off requests, and exception management for a 21-associate team, ensuring consistent coverage and service level compliance.
- Led quality calibration sessions bi-monthly, achieving 80%+ alignment and reducing score disputes.
- Implemented progressive discipline and coaching plans to address attendance and performance gaps while maintaining a supportive team culture.
- Designed a team engagement framework (games, success stories, recognition logs) that boosted morale and improved CSAT by 2 points.
- Partnered with leadership during Saks Global/Neiman Marcus merger to manage change and system transitions (Salesforce, Twilio Flex, WFH compliance).
Education And Professional Development
- FY24 Fashion Your Future Graduate – Six-Month Management Program, Neiman Marcus, Dallas, TX
- College of the Canyons, Valencia, CA
- Computer Learning Center, Los Angeles, CA
- William S. Hart High School, Newhall, CA
References
References available upon request.
Timeline
Manager, Core Customer Care
Neiman Marcus Group / Saks Global
01.2014 - Current
Deep Night Assist / Resource Management
Neiman Marcus Group / Saks Global
01.2009 - 01.2014
Executive Services
Neiman Marcus Group / Saks Global
01.2000 - 01.2009
Certificate of Technical Studies -
Computer Learning Center
WM. S Hart High School
FY24 Fashion Your Future Graduate - Management Program
Neiman Marcus
Some College (No Degree) -
College of The Canyons
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