Summary
Overview
Work History
Skills
Social Media - Twitter
Hobbies and Interests
Timeline
Generic

KIMBERLY MCQUEEN

Summary

Results-driven management professional with several years of experience in operations, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies.

Overview

22
22
years of professional experience

Work History

Executive Assistant to CEO

Top Talent
02.2022 - 10.2024
  • Provided support to the CEO while fulfilling duties as Acting Office Manager at a premier executive recruitment firm.
  • Managed on-site HR and Training & Onboarding coordination
  • Organized and facilitated meetings with executive clients.
  • Coordinated and organized company events, managing travel arrangements, catering services, accommodations, and merchandising
  • Oversaw multiple aspects of financial operations such as employee commission management, payroll administration, accounts payable handling,and purchasing.
  • Maintained confidential records and files related to executive operations.
  • Performed data entry tasks into various software programs including MS Excel spreadsheets.
  • Acted as a liaison between the executives and internal and external stakeholders to facilitate communication flow.
  • Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
  • Tackled and addressed top-level, high-priority issues with professional administrative discretion.
  • Maintained company confidence and protected business operations by keeping sensitive information confidential.
  • Updated and implemented administrative and executive support policy changes and monitored effects.
  • Prepared invoices and drafted memos for executives.
  • Took detailed notes in meetings and disseminated information afterward.

Customer Service Manager

Restoration Builders
07.2020 - 02.2022
  • Created and implemented an efficient customer service and collections team by defining protocols and recruiting/trainings 5+ professionals.
  • Successfully oversaw the operations of a customer service team handling 1000+ accounts, while streamlining processes that resulted in improved efficiency. Managed in-house reconciliation of $22 million in annual collections
  • Recruited, hired and managed subcontractors to expedite delayed projects
  • Established SOPs for collection process, customer service, and homeowner services
  • Coached team members in delivering effective and constructive customer interactions, while offering support during challenging escalations.
  • Managed roofing production as Interim Roofing Production Manager in 2021
  • Managed a team consisting of over 60 superintendents and crew members responsible for the installation of 800+ roofs, delivering a marked improvement in production from the previous year.
  • Managed production schedule while reconciling service issues to ensure timely completion
  • Assumed interim role as siding & gutter production manager for a 3-month period.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Proposed or approved modifications to project plans.

Inside Sales & Corporate Warranty Manager

Associated Materials
01.2017 - 07.2019
  • Efficiently oversaw the management of warranty claims for 2 major national accounts, totaling more than 400 annually
  • Optimized communication with 7+ key stakeholders to guide them through the warranty process, resulting in improved warranty tracking
  • Create warranty services SOPs defining parameters, outlining communication protocols, and streamlining the entire process
  • Streamlined delivery and quote request procedures, contributing to enhanced overall efficiency.
  • Managed a team of 3+ service technicians and successfully completed projects spanning across Indiana and Ohio.
  • Created reports on warranty performance, including cost savings initiatives and trends in customer satisfaction ratings.
  • Advised internal teams on best practices for minimizing risk associated with issuing extended warranties on products offered by the company.
  • Negotiated contracts with customers regarding price, delivery terms, payment terms and other conditions.
  • Established relationships with key decision makers at target companies.
  • Provided customers with product information, pricing and availability.
  • Developed and maintained relationships with key customers to ensure customer satisfaction.
  • Contributed ideas for improving internal processes related to sales operations.
  • Collaborated with other departments to ensure successful implementation of sales initiatives.
  • Maintained detailed records of customer interactions, orders and account status updates.
  • Followed up on pending orders and inquiries in a timely manner.
  • Worked in conjunction with outside sales representative to maintain and grow product sales.
  • Cultivated and strengthened customer relationships to drive revenue growth.
  • Delivered superior customer support to improve account retention rate.
  • Leveraged computer system to input customer orders and pricing information.
  • Utilized CRM software to track sales progress and communicate with team members.
  • Managed multiple sales projects simultaneously and met deadlines.
  • Responded promptly to customer inquiries and resolved issues to ensure customer satisfaction.
  • Coordinated with the logistics team to ensure timely delivery of products.

Operations Manager

Exterior Home Improvement
01.2007 - 01.2017
  • Designed and implemented efficient hiring and onboarding procedures, along with streamlined primary processes to enhance overall operational efficiency.
  • Directed customer communications practices while upholding company standards.
  • Managed vendor relationships, procurement, and accounts payable
  • Managed brand reputation, resulting in 1000+ top ratings on Angie's List within the market.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Measured and reviewed performance via KPIs and metrics.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Responded to information requests from superiors, providing specific documentation.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Enforced federal, state, local and company rules for safety and operations.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Planned delivery routing, team workflows and promotional initiatives.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.

Sales Associate

Rock of Ages
01.2003 - 11.2006
  • Negotiated contracts with customers regarding price, delivery terms, payment terms and other conditions.
  • Established relationships with key decision makers at target companies.
  • Consulted with customers to aid selection and purchase of products that met needs.

Skills

  • High5 Strengths
  • Coach
  • Empathizer
  • Peace Keeper
  • Strategist
  • Problem Solver
  • Project Oversight
  • Strategic Planning
  • Interpersonal Communication
  • Information confidentiality
  • Strong Problem Solver

Social Media - Twitter

@KimberlyMcQueen

Hobbies and Interests

  • Working out regularly
  • Healthy vegetarian and clean eating / cooking
  • Loving my 4 dogs, 3 who are rescues
  • Supporting organizations like Indy Humane and AFSP

Timeline

Executive Assistant to CEO

Top Talent
02.2022 - 10.2024

Customer Service Manager

Restoration Builders
07.2020 - 02.2022

Inside Sales & Corporate Warranty Manager

Associated Materials
01.2017 - 07.2019

Operations Manager

Exterior Home Improvement
01.2007 - 01.2017

Sales Associate

Rock of Ages
01.2003 - 11.2006

Similar Profiles

CREATE PROFILE
KIMBERLY MCQUEEN