Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kimberly Peters

Bonnots Mill,MO

Summary

At the Missouri Secretary of State, I excelled in operations management and team leadership, driving process improvements that significantly enhanced productivity and reduced costs. My adeptness at problem-solving and interpersonal communication fostered a positive work environment, achieving higher employee retention and customer satisfaction.

Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

13
13
years of professional experience

Work History

CITM III IT Operations Manager

Missouri Secretary of State
09.2021 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Increased profit by streamlining operations.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Service Desk Manager

Missouri Secretary of State
01.2019 - 02.2021
  • Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
  • Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
  • Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
  • Enhanced customer satisfaction with timely issue resolution and effective communication skills.
  • Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
  • Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
  • Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.

CIT II

Missouri Secretary of State
03.2015 - 02.2019
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Administrative Assistant

Missouri Secretary of State
12.2011 - 03.2013
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Maintained inventory of office supplies and placed orders.
  • Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
  • Monitored office supplies inventory, ensuring availability of essential items without overstocking.
  • Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
  • Developed filing system for historical documents, preserving important company records and improving access to information.
  • Enhanced office environment, organizing spaces for better workflow and employee comfort.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.

Education

High School Diploma -

Maries R-1 Vienna
Vienna, Mo

No Degree - Nursing Prerequisites

Lincoln University
Jefferson City, Mo

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Operations monitoring
  • Decision-making
  • Employee relations and conflict resolution
  • Planning and implementation
  • Staff training
  • Staff management
  • Inventory management
  • Management
  • Operations oversight
  • Policies and procedures implementation
  • Employee motivation
  • Customer relationship management
  • MS office
  • Maintaining compliance
  • Goal setting
  • Interpersonal communication
  • Client relationships
  • Inventory control
  • Workflow optimization
  • Project management abilities
  • Project leadership
  • Process improvement
  • Schedule management
  • Client relations
  • Continuous improvements
  • Process improvements
  • Superb time management skills
  • Quality assurance controls
  • Onboarding and orientation
  • Logistics management
  • Delegation
  • Invoice processing
  • Conflict mediation
  • Assignment delegation
  • Work flow planning
  • Cost reduction
  • Unsurpassed work ethic
  • Incidents management
  • Cross-functional collaboration
  • Purchasing and procurement
  • Budget development and management
  • Complex problems analysis
  • Data analysis
  • Performance reporting
  • Warehouse operations
  • Document control
  • Negotiation
  • Cost control
  • Building and facility management
  • Maintenance planning
  • Vendor sourcing
  • Supply chain distribution
  • Contract management
  • Performance evaluations
  • Expense reports
  • Change management
  • Financial management
  • Budgeting and forecasting

Accomplishments

  • Promoted to Service Desk CIT Trainee/I after 12 months with the company.
  • Promoted to CIT II after 3 years of being on the service desk.
  • Promoted to CITS I after 2 years after being promoted to CIT II
  • Promoted to CITM I/II IT Operations Manger after 3 years of being CITS II.
  • Promoted to CITM III after 2 years of being CITM I/II
  • Helped implement VMHorizon software during the pandemic and was the only none executive employee to be in the office everyday of the pandemic.
  • I have been the sole person to track and process the LEA Security programs to oversee funds and the complete process' for all 112 counties in the state of Missouri.
  • Have worked closely with the previous CIO for the past 3 years to be able to keep business running, making administrative and executive decisions on employee salaries and involved in reviewing the applicant pool to select people for interviews for IT vacant jobs.

Timeline

CITM III IT Operations Manager

Missouri Secretary of State
09.2021 - Current

Service Desk Manager

Missouri Secretary of State
01.2019 - 02.2021

CIT II

Missouri Secretary of State
03.2015 - 02.2019

Administrative Assistant

Missouri Secretary of State
12.2011 - 03.2013

High School Diploma -

Maries R-1 Vienna

No Degree - Nursing Prerequisites

Lincoln University

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Kimberly Peters