Kimberly C Pegg

• Built and managed customer care department
• Increased customer satisfaction by creating and implementing reach out programs.
• Collaborated with field technicians to assist with sensitive clients.
• Launched cost saving programs.
• Monitored and performed audits on wide range of processes to ensure compliance.
• Recovered 200+ thousand in lost revenue in 2022.
• Remained under annual budget in 2021 and 2022.
• Managed ordering and receiving office supplies.
• Trusted with company funds and monitored employee spending.

• Developed quality leadership with 26 team members promoted
• Mentored new representatives by supervising onboarding and training every year
• Liaising with key internal and external stakeholders to manage escalations.
• Developed and implemented new processes that improved first call resolution by 35%
• Maintained lowest attrition percentage from team for 9 years.
• Achieved annual performance rating of exceeds 6 consecutive years.
• Achieved outstanding performance rating for 2
• Collaborated with executive leadership to become first call center within t company to earn JD Powers accredited.
• Completed 100 quality monitoring sessions each month using Behavior Analytics' software.
• Delivered performance reports on time every month to executive leadership.
• Developed and Implemented employee engagement program nationwide