Kimberly Manning
McDonough,GA
Summary
Driven by strategic leadership and a knack for problem-solving, I've elevated customer success at Encompass Group, integrating AI to boost efficiency by 11%. My tenure spans roles from HR to program management, showcasing my ability to foster team development and drive revenue growth through data-driven decisions and cross-functional collaboration.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Success Director
Encompass Group
McDonough, GA
09.2014 - Current
- Spearhead customer success strategy and execution for a team of 20+ professionals, overseeing performance and talent management
- Over 10 years of collaborative work with logistics, manufacturing, operations, inside and outside sales, inventory, and planning management teams to align company objectives, grow revenue, and enhance overall product experience.
- Established and optimized systems to prioritize and tracked customer issues, supporting sales and marketing strategies
- Initiated and led leadership development programs, fostering a culture of innovation and excellence with the Sales team
- Represented the voice of the customer at the executive level, influencing product roadmap and company strategy
- Implement data-driven decision-making processes, resulting in a 7% improvement in key performance indicators.
- Led the integration of AI into customer success workflows, revolutionizing the customer experience and increasing efficiency by 11%
- Identified customer segments with different buying patterns and tailored inventory levels accordingly.
- Implemented strategies that achieved optimal inventory levels across the US market and international distribution facilities.
- Implemented team and leadership development in collaboration with the HR team for onboarding, succession planning, and continuous learning.
- Developed and implemented customer service policies and procedures.
- Provided strategic direction to ensure customer satisfaction goals are met.
- Created customer relations initiatives to improve product quality and services.
Office Manager
The Malcolm Firm, PC
McDonough, GA
10.2013 - 09.2014
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Supervised staff members, organized schedules and delegated tasks.
HR Coordinator
Bright Star Learning Academy
Hampton, GA
11.2009 - 06.2013
- Ensured accuracy of payroll data by collecting, reviewing and entering timesheets into system.
- Monitored performance evaluation processes to ensure timely completion of reviews.
- Resolved employee relations issues through effective communication and problem solving techniques.
HR Generalist & Payroll Specialist
Kaiser Permanente Medical Group
Sacramento, CA
04.2006 - 10.2009
Program Manager
The Gardens Family Care Community Center
Sacramento, CA
01.2000 - 01.2007
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Sacramento, CA08-2016
Skills
- Strategic Leadership Strategic Planning Team Management and Development Data-Driven Decision Making Cross- Functional Collaboration Revenue Growth Strategies Change Management Data Analysis Customer Success Management Client Onboarding Stakeholder Communication Process Improvement Customer Retention Strategies Performance Metric Analysis Client Relationship Management Problem-solving and Critical Thinking Performance Reporting Training and Development Learning and Development Professional Development Business Expansion Project Management Negotiation Payroll GEMBA Kaizen SIX Sigma Mentorship Coaching Diversity, Equity & Inclusion (DEI) Training
- Microsoft Office Suite Google Workspace Slack Salesforce CRM Software Trello ServiceDesk Now HubSpot IBM (as400) Client Success Mondaycom Workday Namely Paycom Confluence Notion ADP Jira Tableau HRIS Systems B2B/EDI SurveyMonkey Slack Microsoft Teams Mailchimp Dialpad Medallia ChatGPT
- Customer Relations
- Process Improvement
- Performance Evaluations
- Revenue Growth
- Teamwork and Collaboration
- Analytical Thinking
- Organizational Skills
- Risk Management
- Customer Relationship Management
- Problem-solving aptitude
- Crisis Management
- Business Analysis and Reporting
- Continuous Improvement
- Interpersonal Relations
Certification
- Mastering Effective Leadership | 2024
- AI and the Workforce | 2024
Timeline
Customer Success Director
Encompass Group
09.2014 - Current
Office Manager
The Malcolm Firm, PC
10.2013 - 09.2014
HR Coordinator
Bright Star Learning Academy
11.2009 - 06.2013
HR Generalist & Payroll Specialist
Kaiser Permanente Medical Group
04.2006 - 10.2009
Program Manager
The Gardens Family Care Community Center
01.2000 - 01.2007
- Mastering Effective Leadership | 2024
- AI and the Workforce | 2024
Bachelor of Science - Business Administration And Management
University of Phoenix
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