Kimberly Ivester
Henderson,NV
Summary
Customer Quality Manager aligning customer feedback, complaint trends, and audit findings to improve service quality and product delivery. Develops and implements customer quality plans for new products, then turns survey results into process improvement actions. Monitors complaints, conducts internal audits, and reinforces compliance with established standards.
Overview
9
9
years of professional experience
Work History
Customer Quality Manager
Medical Transportation Management
08.2015 - 08.2024
- Developed and implemented customer quality plans for new products to ensure customer satisfaction.
- Monitored customer complaints and provided feedback on process improvement initiatives.
- Conducted regular internal audits of product performance, ensuring compliance with established standards.
• had regular scheduled call meetings with call center representative's to assist with techniques to better their customers call experience.
•Spent time directly handling calls along side representatives to also keep all my call experiences pleasant for clients as well as other corporate facilities.
• When needed filed reports of dissatisfaction and always offering the best resolution possible.
- Evaluated customer feedback surveys to identify areas requiring improvement in the quality of service and product delivery.
Education
Accounting - N/a
Oakland Community College
Bloomfield Hills, MI03.1984
Skills
Experience has always revolved in customer service I
handled retails years ago for many years Also handled call
center teams and acted along with my teams in call center
se����ttings my experience is in all
services through Medical benefits This is and always will be
my forte to assist those in need creating the best experience
Timeline
Customer Quality Manager
Medical Transportation Management
08.2015 - 08.2024
Accounting - N/a
Oakland Community College