Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Kirtz

BROOKLYN

Summary

Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.

Overview

16
16
years of professional experience

Work History

CUSTOMER SUCCESS MANAGER

AnitaB
12.2019 - Current
  • Built strong, long-term relationships with customers by staying in frequent communication, proactively and efficiently resolving issues with alternate solutions tailored to individual needs.
  • Lead customers in initial on-boarding ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
  • Developed tools, processes and best practices to ensure customers are realizing the greatest possible value from AnitaB.org products and programs.
  • Seeks out and executes upsell and expansion opportunities with partners
  • Oversees customer requests and provides friendly, knowledgeable service and support
  • Drives customer escalations to resolution by engaging directly with clients
  • Schedules regular calls to meet customer needs and resolve key concerns
  • Implement strategic plans for clients to increase diversity, equity, and inclusion efforts and reach gender pay parity
  • Manages the implementation and communication for the Grace Hopper Celebration sponsors
  • Trains and mentors new team members to promote productivity, accuracy, and friendly customer service experience.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.

COMEDIAN AND EMCEE
01.2009 - Current
  • Brainstormed and wrote original jokes and content, typically focused on personal experiences and anecdotes
  • Built professional relationships with other comedians, schedulers, and venue owners
  • Host and Emcee events on small and large scales
  • Curate and perform at local and International comedy shows
  • Participated in open mic nights to build a reputation and enhance live performance skills
  • Worked closely with directors, fellow performers, and writers to identify and perfect optimal performance techniques
  • Entertained guests while simultaneously arranging and improvising popular music based on audience reactions.

SALES AND MARKETING MANAGER

Scratch Music Group
03.2014 - 02.2017
  • Coordinated across multiple marketing functions, including brand marketing, and social media
  • Managed client outreach program and partner relationships with The Knot, Wedding Wire, and local partners
  • Provide excellent customer service to brides and grooms by responding to emails and phone calls in a timely manner
  • Worked on business development in local markets to increase DJ bookings
  • Represented Scratch at wedding conferences and regional showcases in Los Angeles, New York, and Miami
  • Operated in Salesforce, Excel, and Word daily
  • Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends
  • Tracked and analyzed weekly sales reports, implemented corrective action plans, and streamlined sales operations
  • Delivered performance updates, quarterly business reviews, and planning meetings.

WEDDING
10.2010 - 02.2014
  • Executed all details for a variety of intimate events including large weddings
  • Met with clients on a weekly or bi-weekly basis to ensure a high level of satisfaction
  • Sourced and coordinated with all vendors
  • Negotiated pricing and determined budgets with clients
  • Primary contact for all vendors before and on the wedding day
  • Inspected event facilities to verify conformance to customer requirements
  • Coordinated event catering, signage, displays, security, and transportation for participants
  • Organized venues, budgets, guest lists, catering, and event timelines.

PROMOTIONAL TEAM MANAGER

PARTNERSHIP MANAGEMENT
01.2008 - 09.2012
  • Managed promotional teams of 5-30 members in Los Angeles, Orange County, and Inland Empire, CA
  • Established and maintained local partnerships and relationships
  • Developed local branding strategies
  • Co-managed local marketing budget of $250,000 per year
  • Solved problems, handled escalated issues, and mitigated risks
  • Delegated work assignments and prioritized tasks
  • Initiated training sessions and coached employees to develop effective staff
  • Drove staff performance by creating incentives and a positive work atmosphere

Education

Bachelor of Recreation And Leisure -

CSU Dominguez Hills
Los Angeles, CA
05.2009

Skills

  • Account management
  • Self-motivated
  • Organized
  • Driven
  • Dedicated
  • Personable
  • Account Management
  • Brand Enhancements
  • Customer Service
  • Client Service Optimization

Timeline

CUSTOMER SUCCESS MANAGER

AnitaB
12.2019 - Current

SALES AND MARKETING MANAGER

Scratch Music Group
03.2014 - 02.2017

WEDDING
10.2010 - 02.2014

COMEDIAN AND EMCEE
01.2009 - Current

PROMOTIONAL TEAM MANAGER

PARTNERSHIP MANAGEMENT
01.2008 - 09.2012

Bachelor of Recreation And Leisure -

CSU Dominguez Hills

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Kimberly Kirtz