Summary
Work History
Education
Skills
Websites
Community Volunteerism
Certification
Generic
Kimberly Dillon

Kimberly Dillon

Overland Park,KS

Summary

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.

Work History

Technical Account Manager II

ResultsCX
Ft. Lauderdale, FL
2020 - 2023
  • Served as the primary interface between internal operations and external client programs, leading project management efforts for new and ongoing client projects.
  • Proficiently managed change requests, driving process enhancements and expansion to ensure optimal client experiences.
  • Effectively established and executed a comprehensive project change management process, meticulously documenting all alterations and seamlessly coordinating cross-functional IT teams to achieve a 100% success rate in implementing changes.
  • Collaborated with cross-functional teams to deliver accurate cost estimates for all new work requests within a 48-hour turnaround.
  • Thoroughly documented all potential risks related to work requests and their associated timelines.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Program Manager

IBM
Lenexa, KS
2015 - 2020
  • Demonstrated proficiency in program management throughout the program life cycle, with a particular focus on aligning program strategies to drive customer retention, enhance member engagement, and maintain exceptional customer satisfaction.
  • Led the development of program frameworks tailored to small business segments, implementing robust controls, closely monitoring progress, and effectively orchestrating key program tasks.
  • Championed the successful onboarding of 646 Healthcare clients, resulting in an outstanding 155% year-on-year growth.
  • Conducted rigorous problem determination and source identification in software environments, resolving 60% of team cases independently, without the need for escalation.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Defined clear targets and objectives and communicated to other team members.

Knowledge Manager & Strategic Planner

IBM
Lenexa, KS
2011 - 2015
  • Leveraged organizational insights to strategically enhance and sustain business advantages.
  • Fostered collaborative teamwork, actively facilitated the exchange of knowledge, skills, and expertise within cross-functional teams to develop and deploy high-impact content.
  • Proactively drove the evolution and adoption of the Knowledge Center Support (KCS) model by actively contributing to the Council, enriching the wiki space, and developing and delivering specialized training materials.
  • Developed highly sought-after external training modules with a monthly viewership of over 19K.
  • Improved knowledge management processes by identifying gaps and implementing effective solutions.

Manager, Strategy & Operations

IBM
Lenexa, KS
2008 - 2011
  • Led as a senior program manager for several critical initiatives, providing expert guidance to project teams.
  • Collaborated with leadership to successfully implement new processes and programs.
  • Devised and executed comprehensive team process documentation, leading to the creation of training materials used for staff development and education.
  • Conducted meticulous problem analysis and source identification within complex software ecosystems, independently resolving 75% of team cases, effectively averting the need for escalation.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.

Education

Bachelor of Science, Business Management (BSM) -

Baker University
Baldwin City, KS
2002 - 2006

Skills

  • Avaya
  • Citrix
  • Lotus Notes
  • Microsoft Teams
  • Microsoft Office
  • Outlook
  • Salesforce
  • Slack
  • Training Junior Team Members
  • Document Organization
  • Client Correspondence
  • Process Knowledge
  • Training Initiatives
  • Team Member Development
  • Operations Improvement
  • Customer Satisfaction
  • Customer Care
  • Office Operations
  • Personnel Management
  • Department Development

Websites

Community Volunteerism

  • Junior Achievement Volunteer - The purpose is to inspire and prepare young people to succeed in a global economy. Tailor curriculum materials and share early childhood education best practices to teach students how to build a solid foundation of important life skills and practice crucial real-world behaviors.
  • Unbound Sponsor - The program provides basic necessities such as food, education, clothing, and access to medical care to children and elderly in some of the world’s poorest communities. Participate in child sponsorship to help rebuild sponsored child's sense of value, and meet spiritual, physical, educational and relational needs.

Certification

Project Management Foundations

Cognitive Practitioner

People Skills - Communication, Problem Solving, Presentation, Collaboration

Similar Profiles

CREATE PROFILE
Kimberly Dillon