Lindsey Kimura
Casselberry,Florida
Summary
Performance driven and results-oriented leader with a strong focus on process optimization, strategic planning and operational excellence. Proven track record of leading cross-functional teams, driving significant cost reductions, and enhancing customer experience. Proficient in mentoring and empowering high-performing leaders and leveraging data-driven insights to align with business goals and elevate client satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Operations
Veritext
Orlando, Florida
03.2022 - Current
- Strategically partner with the management team to develop operational goals aligned with business strategy
- Collaborate cross-functionally with Sales and Operations to enhance customer experience, resulting in a 15% increase in NPS over two years
- Oversee integration of M&A’s ensuring seamless transition and retention of all stakeholders
- Implement strategies that reduce operating costs, while maintaining high levels of customer satisfaction
- Identify areas of deficiency and perform root-cause analysis to solve business problems
Director of Calendar & Client Services
Veritext
Orlando, FL
06.2019 - 06.2022
- Analyzed regional performance dashboards to identify trends in customer issues and recommended solutions accordingly
- Streamlined internal workflows and implemented new SOPs that reduced customer response time by 70% resulting in improved overall team productivity and decreased overtime spend by 40%
- Led team engagement initiatives and implemented quality assurance practices to drive team alignment and deliver exceptional customer service
Director of Operations
Orange Legal
Orlando, Florida
07.2016 - 06.2019
- Oversaw the development of our operational teams, including training, mentoring and coaching leaders to ensure we fostered high performing teams, while instilling our core values
- Led a cross-functional initiative to restructure scheduling workflow, enhancing operational efficiency and delivering a more personalized client experience through targeted training and improved service touchpoints
- Managed consistent feedback loops with our customers to improve operational inefficiencies
Education
BS - Interdisciplinary Studies
University of Central Florida
Orlando, FL12.2009
Certification
Lean Six Sigma Certified- Yellow belt
Timeline
Director of Operations
Veritext
03.2022 - Current
Director of Calendar & Client Services
Veritext
06.2019 - 06.2022
Director of Operations
Orange Legal
07.2016 - 06.2019
BS - Interdisciplinary Studies
University of Central Florida
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