Summary
Overview
Work History
Education
Skills
Timeline
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Kim Comer

Kim Comer

Frisco,TX

Summary

I love being able to make a difference with every team that has reported to me, every project that I have worked on, every experience that I have had. My passion is seeing the results from my efforts. The time is perfect to expand my horizons and take on a deeper leadership role. I am excited to learn new things and to put my talents to the test!

Overview

29
29
years of professional experience

Work History

Senior Manager, Product Support

Thomson Reuters
Carrollton
01.2017 - Current
  • Directed and cultivated teams comprising supervisors and individual contributors across the U.S., Philippines, and India for the following groups: Audit Suite, Accounting & Checkpoint, ONESOURCE Indirect Tax, ONESOURCE Workflow Manager, ONESOURCE Transfer Pricing Suite, ONESOURCE International, ONESOURCE State Apportionment Support, and ONESOURCE Provision.
  • Engage with global service centers in training initiatives, procedure standardization, and effective knowledge transfer
  • Facilitated communication between departments to enhance collaboration and productivity.
  • Engage in conference calls with customers, development, sales/CSM, and support regarding ongoing product issues
  • Direct daily functions of call center, orchestrate strategic planning discussions, and foster open dialogue with team and other stakeholders.
  • Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
  • Implemented new technologies such as ERP systems or CRM tools to streamline business processes.

Manager, Product Support

Thomson Reuters
Carrollton
01.2012 - 01.2017
  • Established new Firm Edition Support department servicing G7 accounting firms
  • Managed daily call center operations, ensuring efficiency and productivity.
    Led recruitment efforts to build a skilled team of up to 15 contributors and supervisors.
    Collaborated with international support partners in UK, Australia, and India to enhance service delivery.

Support Team Leader

Thomson Reuters
Ann Arbor
01.2000 - 01.2012
  • Directed and coached 15-35 support representatives
  • Executed and maintained call recording software while overseeing vendor relationships.
  • Supervised daily call center functions, including administration of scheduling and call routing.
  • Facilitated product and customer service training for support staff
  • Established formal remote employee program enhancing work-from-home capabilities for valuable contributors and boosting employee engagement and productivity
  • Implemented structured mentoring framework for support department

Support Representative

Creative Solutions, a Thomson Company
Dexter
01.1997 - 01.2000
  • Addressed customer inquiries and escalated issues via phone
  • Delivered training sessions for internal and external stakeholders
  • Contributed to User Conference and Sales Trade Shows
  • Coordinated training for 5 interns and led team of 5 agents to become proficient in Ace Write Up in Atlanta, GA

Education

Bachelor of Science - Business Administration: Accounting

Central Michigan University
Mt. Pleasant, MI
05-1997

Skills

  • Team management
  • Customer relationship management
  • Process optimization
  • Product training
  • Technical support
  • Quality assurance
  • Call center operations
  • Cross-functional communication
  • Organizational improvement

Timeline

Senior Manager, Product Support

Thomson Reuters
01.2017 - Current

Manager, Product Support

Thomson Reuters
01.2012 - 01.2017

Support Team Leader

Thomson Reuters
01.2000 - 01.2012

Support Representative

Creative Solutions, a Thomson Company
01.1997 - 01.2000

Bachelor of Science - Business Administration: Accounting

Central Michigan University

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