Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Shaw

KENMORE,NY

Summary

Professional with strong background in client services, adept at building and maintaining relationships to drive client satisfaction and business success. Reliable team player with focus on collaboration, adaptability, and achieving measurable results. Skilled in conflict resolution, project management, and strategic planning, consistently delivering high-quality outcomes. Known for effective communication, problem-solving, and proactive approach to evolving client needs.

Overview

28
28
years of professional experience

Work History

Client Service Manager

HSBC Bank USA
08.2022 - Current
  • Enhanced client satisfaction by addressing concerns and providing timely solutions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Created customer support strategies to increase customer retention.
  • Coached team members on best practices for exceptional customer service, boosting overall performance levels.
  • Reduced turnaround times on client requests by streamlining work processes.
  • Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
  • Took ownership of customer issues and followed problems through to resolution.
  • Researched and corrected customer concerns to promote company loyalty.
  • Followed through with client requests to resolve problems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Direct Banking Sr. Site Administrator, Contact Center

HSBC Bank USA, N.A.
01.2013 - Current
  • Responsible for overseeing monthly account reconciliation for all of the Contact Center general ledgers and reporting to finance any error and losses taken on behalf of the Contact Center.
  • Support the Contact Center with obtaining access to several software and application systems.
  • Knowledgeable with the Service Now application and the ARS Web Interface that is used globally.
  • Responsible for the contact centers equipment such as headsets, laptop equipment and remote worker supplies.
  • Supports and assists the following Contact sites Philippines (HDPP), India (HDPI), Guangzhou (HDPG) and Buffalo (HBUS) within the Contact Center. Also to include other business lines within the US WPB network.
  • Deputy Biro for the Contact Center to include approver of certain Service Now access requests owned by the Contact Center and other business lines, Perform Audit and other duties that may be assign by the WPB Biro’s or Management.
  • Adhere to all compliance and risk procedures for all job duties.

CCSS Sr. Representative, CRC

HSBC Bank USA, N.A.
09.2009 - 01.2013
  • Responsible for managing the Small Business Credit Card portfolio within the CRC on the FDR platform.
  • The point of contact for the banks rewards program vendor Maritz for Small Business Credit Card only.
  • Compose procedures.
  • Responsible for the up keep, maintenance and reporting of the Small Business Credit Card.
  • Reconciliation of the Business Banking general ledger.
  • Support the Business Banking team, being the point of contact for all Small Business Credit Card issues or concerns.
  • Supported and manage the integration for Small Business Credit Card between Card Management Corporation (CMC) and the CRC customer contact center.
  • Participate in meetings that relate to Small Business Credit Card, including the Branch Divesture.
  • Supported Product Management initiatives toward further growth of Small Business Credit Card portfolio.
  • Trained the Business Banking team on FDR for servicing of the Small Business Credit Card portfolio.
  • Supported and participated in the 2010 re-pricing of the Small Business Credit Card program.
  • Adhere to all compliance and risk procedures.

Account Coordinator/Manager, Card and Retail

HSBC Bank USA, N.A.
03.2007 - 08.2009
  • Responsible for managing and overseeing the Small Business Credit Card portfolio while the servicing center was being service by the vendor Card Management Corporation (CMC).
  • The point of contact for the banks rewards program vendor Maritz.
  • Supported FDR liaisons various ad-hoc reporting.
  • Supported Product Management for both the Consumer Credit Card and the Small Business Credit Cards.
  • Supported and participated in the 2007 re-pricing of the Small Business Credit Card program.
  • Initiate and revert correspondence to clients, inquirers, vendors, etc.

Account Coordinator/Manager, Consumer Finance Division

HSBC Bank USA, N.A.
05.2004 - 03.2007
  • Responsible for managing and overseeing the Small Business Credit Card portfolio and Corporate Credit Card portfolio while the servicing center was being service by the vendor Card Management Corporation (CMC).
  • The point of contact for the banks rewards program vendor Maritz.
  • Managed the integration between the Direct Bank (known as CRC) and CMC, as it relates to migrating work as well as incoming new processes.
  • Supported Corporate Card clients with all there maintenance and reporting needs.
  • Supported Product Management with launch of the rewards program for Corporate Cards and Small Business Credit Cards.
  • Supported and participated in the re-pricing of the Small Business Credit Card program.

Account Coordinator/Manager, Direct Bank

HSBC Bank USA, N.A.
09.1999 - 05.2004
  • Maintained relations with Corporate Card clients, troubleshoot portfolio.
  • Supported Corporate Card clients with all there maintenance and reporting needs.
  • Assisted branch hotline with phone coverage, when so needed.
  • Deliver outstanding service, exceed expectations and build long term loyalty.

Customer Service Representative, Direct Bank

HSBC Bank USA, N.A.
04.1997 - 10.1999
  • Received customer inquiries for all bank products, to include installment loans, deposit accounts, debit /atm cards and credit card accounts.
  • Greet transfer and hold calls.
  • Build rapport, listen, clarify and manage conversational flow.
  • Manage upset customers, conflicts and challenging situations.

Education

High School Diploma -

Kenmore East High School
Tonawanda, NY

Skills

  • Client relationship building
  • Exceptional communication
  • Customer relations
  • Problem-solving
  • Verbal and written communication
  • Decision-making
  • Adherence to high customer service standards
  • Research and due diligence
  • Handling escalations
  • Client issue resolution
  • Client experience management
  • Microsoft outlook, word, and Excel

Timeline

Client Service Manager

HSBC Bank USA
08.2022 - Current

Direct Banking Sr. Site Administrator, Contact Center

HSBC Bank USA, N.A.
01.2013 - Current

CCSS Sr. Representative, CRC

HSBC Bank USA, N.A.
09.2009 - 01.2013

Account Coordinator/Manager, Card and Retail

HSBC Bank USA, N.A.
03.2007 - 08.2009

Account Coordinator/Manager, Consumer Finance Division

HSBC Bank USA, N.A.
05.2004 - 03.2007

Account Coordinator/Manager, Direct Bank

HSBC Bank USA, N.A.
09.1999 - 05.2004

Customer Service Representative, Direct Bank

HSBC Bank USA, N.A.
04.1997 - 10.1999

High School Diploma -

Kenmore East High School

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Kimberly Shaw