Kimberly McBride
O'Fallon,IL
Summary
Senior Manager Escalations Specialist with 7+ years of experience in enhancing customer support and refining escalation processes. Demonstrates leadership in process optimization and cross-functional collaboration, utilizing skills to drive measurable improvements in user experience. Passionate about leveraging strategic planning and data analysis to exceed organizational goals and foster continuous team development.
Overview
17
17
years of professional experience
Work History
Cash Executive Relations / Executive Relations Escalations Representative
Cash App
02.2019 - Current
- Delivered results for Customer Satisfaction scores, consistently achieving a rate above 92% for all customer types across channels including phone, email, and chat.
- Maintained Service Level Agreement (SLA) compliance, ensuring over 95% response rates within agreed times.
- Mentored and coached up to 7 team members, fostering the growth and development of their
respective - Spearheaded strategic initiatives to enhance customer support operations, resulting in improved efficiency and effectiveness.
- Instrumental in developing and promoting performance accountability guidelines for teams of individuals across North America and Europe.
- Interviewed and mentored 100+ individual contributors and managers, driving team growth and development.
- Foundational for internal Help Desk team and Manager Escalations Team to efficiently support customer escalations internal and external.
Customer Success Advocate - Voice & Email
Cash App
05.2017 - 10.2019
- Effectively solved technical and product support inquiries via phone and email for customers
- Held a high standard for Support when owning customer interactions
- Identified, documented, and followed up with engineers on product bugs and features impacting customers
- Advocated for customers by identifying trends in issues and suggesting improvements to processes, policies and products within Cash
- Recognized errors and drafted improvements to content in the external Support Center and internal documentation
- Collaborated with members of other teams to root out answers and be a resource to teammates
- Mentored incoming advocates going through onboarding and nesting
Sergeant Shift Supervisor
St. Louis Children's Hospital
09.2007 - 10.2018
- Built a performance-oriented culture for employees by clearly highlighting employee success and developing leaders from within
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring opportunities to individuals
- Applied security, safety and loss prevention strategies during shifts
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Minimized resource and time losses by addressing employee or process issues directly and implementing scalable solutions
Education
Bachelor of Arts - Healthcare Administration & Sociology
Ashford University
Clinton, IASkills
- MS Office Suite
- Google Applications
- Coda
- Textblaze
- Salesforce
- Java
- Public Speaking
- Remote and Virtual Work Environments
Awards
- Hospital President Award, 07/01/18
- Perfect Attendance Award
Activities
- Women Community (Co-Chair)
- Black Squares Alliance
Timeline
Cash Executive Relations / Executive Relations Escalations Representative
Cash App
02.2019 - Current
Customer Success Advocate - Voice & Email
Cash App
05.2017 - 10.2019
Sergeant Shift Supervisor
St. Louis Children's Hospital
09.2007 - 10.2018
Bachelor of Arts - Healthcare Administration & Sociology
Ashford University
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