Kimbarly Williams
Babonneau,St. Lucia
Summary
Dynamic and results-driven Program Manager with over 12 years of experience in the customer service and call center industry. Proven expertise in leading and developing high-performing teams, enhancing productivity, and maintaining exceptional client satisfaction. Adept at managing large-scale programs, data-driven decision-making, and optimizing operational performance. Seeking to leverage my experience to contribute to Remote. Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Program Manager
KM2 Solutions
12.2012 - 09.2023
- Lead and manage two high-performing programs, overseeing 110 agents, 9 supervisors, and 6 team leads
- Increased team productivity by 15% through implementation of targeted training programs and performance incentives
- Recruit new hires/ Interview candidates for supervisory positions within organization
- Achieved a 98% client satisfaction rating by cultivating strong client relationships and effectively resolving escalated issues
- Mentored and developed high-performing teams, resulting in 20% reduction in employee turnover
- Ensure maximum productivity to meet set targets/ KPI’s (Key Performance Indicators)
- Monitor performance via data analyzing to ensure consistency whilst also providing action plans for employees that performed below expectations
- Conducted data analysis to identify performance gaps and introduced corrective action plans, driving continuous improvement
- Oversee onboarding of new hires with the assistance of Trainer and Supervisors
- Maintained comprehensive and accurate records, compose routine correspondence, process statistical data
- Compile daily reports and Statistics reviews, using Excel, PowerPoint, MS Word, Publisher, and One Note
- Conduct and attend weekly management meetings which focused on accounts reviews, direct profits, and losses for each client.
Level II Customer Service Representative
ACS/E-Services
02.2009 - 11.2012
- Delivered high-quality customer service, handling complex inquiries and resolving issues efficiently
- Consistently exceeded performance targets and contributed to improving overall team performance
- Recognized for excellent communication and problem-solving skills, earning positive feedback from both clients and management.
Supervisor
KM2 Solutions
03.2004 - 11.2008
- Supervised a team of customer service representatives, providing guidance and support to ensure high standards of service delivery
- Implemented process improvements that increased efficiency and reduced customer wait times
- Trained and onboarded new employees, fostering a positive and productive work environment.
Education
Associates in Media Studies - Media Studies
West Minister College London
London01.2002
High School Diploma -
George Charles Secondary School
Castries, Saint Lucia01.1998
Skills
- Leadership & Team Management
- Client Relationship Management
- Performance Improvement Strategies
- Training & Development
- Data Analysis & Problem-Solving
- Excellent Communication (Written & Verbal)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Process Improvement
- Team leadership and direction
- Decision-Making
- Team Leadership
- MS Office Applications
- Program Leadership
- Critical Thinking
- Interpersonal Skills
- Remote Team Management
References
Available upon request
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
Writing, cooking, swimming
In my past time, I like writing, I mostly speak on my experiences as a manager. My intention is to foster growth amount the youth that intend on building a career in management. Cooking however, I do as a side job. Small catering and as an additional means of income.
Languages
English
Native language
Spanish
Intermediate
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Salesforce
CRMS
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Program Manager
KM2 Solutions
12.2012 - 09.2023
Level II Customer Service Representative
ACS/E-Services
02.2009 - 11.2012
Supervisor
KM2 Solutions
03.2004 - 11.2008
Associates in Media Studies - Media Studies
West Minister College London
High School Diploma -
George Charles Secondary School
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