Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KIMBERLY D. ALFRED

Dacula,Georgia

Summary

Experienced professional with over a decade of expertise in Employee and Customer Training and Customer Success Management within the technology sector. Proven track record in enhancing customer knowledge and operational efficiency, developing cross-functional relationships, and fostering a culture of continuous learning and improvement. Skilled in presenting comprehensive program updates and metrics to senior management, committed to driving organizational success and customer-centric outcomes.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Learning Strategy and Readiness – Lead Program Manager

UKG, Inc.
03.2016 - Current
  • Developed and implemented a Just-In-Time learning program focused on delivering on-demand training to both internal teams and customers, enhancing proficiency across all UKG Products
  • Collaborated closely with Customer Success (CS) Management to develop and deliver training initiatives, enhancing associate knowledge and confidence across all product domains.
  • Utilized Customer Success (CS) case data analysis to identify strategies for reducing case volume and enhancing customer knowledge and adoption of all UKG products.
  • Led the implementation, and facilitation of customer Learning Advisory Boards to gather feedback on training and special programs
  • Collaborated with Learning Design and Delivery teams to implement microlearning training initiatives, encompassing videos, infographics, job aides, and in-product support guides.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Develop cross-organizational relationships by facilitating monthly meetings with Product Teams, Select Service, and Customer Success to review trends and identify customer training opportunities
  • Collaborated with Customer Success to foster an internal learning culture that integrates training seamlessly into operations, rather than treating it as a separate process. This involved gathering regular feedback from internal teams, ensuring consistent communication about training opportunities, and addressing individual team requests for learning support.
  • Deliver quarterly and annual presentations to senior management on training metrics, achievements, and areas for improvement.

Customer Success Manager

UKG, Inc.
01.2013 - 03.2016
  • Managed a client base of up to 110 customers with base revenue up to $1M
  • Assist in leadership of new Customer Success Managers (CSM) by providing on the job training, and monitoring performance standards to ensure that established levels of service are achieved
  • Lead task forces and strategic initiatives as needed to ensure high customer retention rates
  • Respond to customer service escalations and manage the issues by facilitating internal resources and tracking each issue to resolution
  • Prepare and complete action plans to resolve issues and maintain customer satisfaction
  • Deliver best practices to customers to help improve the overall Customer Success team and the value that UKG brings to the user
  • Determine customer service requirements by maintaining contact with customers, following up on surveys, participating in user/focus groups, benchmarking best practices, and analyzing information.

Executive Relationship Manager

Hodges-Mace Benefits Group, Inc.
08.2011 - 10.2012
  • Manage 8-week implementation project timeline for health and welfare administration clients
  • Ensure procedures are developed and approved by clients, develop Standard Operating procedures, trained annual enrollment and perpetual client service teams
  • Responsible for understanding customer goals and employee communication initiatives, measuring performance standards, creation and delivery of monthly performance summary and quarterly executive review
  • Project Manager over several large-scale projects including acquisitions, dependent verification, annual enrollment and client recovery plans
  • Ensure a smooth transition between annual enrollment and perpetual services.

Regional Service Delivery Manager/National Accounts

Automatic Data Processing (ADP) - Globalview
01.2011 - 08.2011
  • Liaised with assigned GlobalView clients and Client Services to effectively coordinate service delivery activities throughout the business model
  • Acted as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations
  • Recommended, develop and maintain effective issue tracking tools to ensure effective communication on progression of outstanding issues
  • Compiled, reviewed, and delivered operational performance metrics to assigned client organizations.

Relationship Manager/Major Accounts – HRBAS

Automatic Data Processing (ADP) - Globalview
12.2006 - 01.2011
  • Enhances business partnerships by building trust with client’s key decision makers; ensure client retention/improve loss prevention
  • Primary ADP contact for the client’s senior executive staff
  • Acts as a liaison between client, external vendors and internal team serving as an internal client advocate
  • Managed up to eight ADP clients consecutively
  • Coordinate and facilitate regular status meetings with clients; track and communicate issue/resolution in a timely manner
  • Proactively monitor client satisfaction with regular on-site visits as necessary.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.

Education

Bachelor of Arts - Management Science

University of Phoenix
Tempe, AZ
12.2024

No Degree - Organizational Leadership

BRENAU UNIVERSITY
Gainesville

Skills

  • Client relationship management
  • Employee training and mentoring
  • Customer training
  • Problem-solving skills
  • Employee Motivation
  • Project Leadership
  • Issue Resolution
  • Status Updates
  • Best Practices Implementation
  • Requirements Gathering

Certification

  • Professional Human Resources Certification (PHR), 2013
  • Society for Human Resource Management Certification (SHRM-CP), 2015

Timeline

Learning Strategy and Readiness – Lead Program Manager

UKG, Inc.
03.2016 - Current

Customer Success Manager

UKG, Inc.
01.2013 - 03.2016

Executive Relationship Manager

Hodges-Mace Benefits Group, Inc.
08.2011 - 10.2012

Regional Service Delivery Manager/National Accounts

Automatic Data Processing (ADP) - Globalview
01.2011 - 08.2011

Relationship Manager/Major Accounts – HRBAS

Automatic Data Processing (ADP) - Globalview
12.2006 - 01.2011

Bachelor of Arts - Management Science

University of Phoenix

No Degree - Organizational Leadership

BRENAU UNIVERSITY

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