Kimberly L. (Kim) Hayes Email and Phone Number
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Innovative, profit-orientated Senior Vice President of Operations with demonstrated success in increasing revenues, market share and earnings, achieving cost reductions and improving client satisfaction in customer-facing operations and large diverse organization. Learn more about me in my role as a senior leader in my field:SKILLS*Able to foster and maintain mutually beneficial relationships with partners and stakeholders *Developer of valued process improvements*Keen ability to boost market share, revenue and profit, as well as revamp underperforming areas and increase income*Devise key business drivers using strategies that enhance productivity*Trusted manager and mentor to cross-functional workforces in performing at a high caliber*Encourage a culture of performance based on superior service delivery and client relations.HIGHLIGHTS• Proved crucial in helping a client reach 40% margins with its in-market Premium Support product via management of outsourced labor, improvement of communications, boosting of efficiencies, development of successful bundles and leading training program creation• Delivered double digit sales growth year over year for ISN• Established operations globally in the United Kingdom, Scotland, India, Jamaica, Canada, the Philippines and throughout the U.S.• Attained Cisco Managed Services Master Channel Partner certification for Atrion• Built a complete support team from the ground up, transforming a unit with no processes, protocols, tools, or staff into a profitable, world-class unit. Doubled the efficiency of the support team within 60 days • Launched the operational and service delivery model for a cutting-edge technical support service utilizing technology to re-shape the consumer experience and a remote work force to maximize quality and service• Invited to be a Guest Speaker at the National Conference on Operations and Fulfillment , Ecometry World Conference and Consero Contact Center Forum
Fm Global
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Head Of Global Technology Enablement ServicesFm Global Jul 2024 - PresentJohnston, Rhode Island, Us
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Infrastructure EnablementFm Global Nov 2021 - Jul 2024Johnston, Rhode Island, Us
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Business OwnerPope-Hayes Consulting Oct 2017 - PresentOur consulting services focus on our clients most critical issues and opportunities: strategy, organization, operations, technology, transformation, analytics, corporate finance, mergers & acquisitions and sustainability across industries.
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Senior Vice President Of OperationsAmwins Group Benefits Jun 2018 - Nov 2021Charlotte, North Carolina, Us -
ConsultantAmwins Group Benefits Nov 2017 - May 2018Charlotte, North Carolina, Us
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Corporate Vice President, MarketingNew York Life Insurance Company 2015 - Sep 2017New York, New York, Us• Develop strategy for NYL Direct including the execution of sales-boosting telesales strategies across the enterprise • Work in conjunction with Marketing, Member Services and outsourced contact centers to lead forecasting and business unit planning• Lead staff recruiting, training, administration and motivation• Serve as the foremost point of contact for AARP, business leaders, agencies and external contact centers• Devise suggestions to maximize sales and control costs, as well as grow business to meet profit objectives • Inspire staff to create tests, measure results and develop new opportunities by reviewing and responding to emerging yearly conditions• Oversee top-line sales, marketing and media costs with attention to detail and precision• Launched an internal voice application capability, thus allowing for full end-to-end experiences -
Director Of Mobile Sales, E-Commerce And ServiceIntegrated Supply Network (Isn) 2013 - 2015Lakeland, Florida, Us• Led over 75 Inside Sales, e-Commerce and customer Service staff, along with 500 Manufacturers delivering over $150M in revenue• Monitored ongoing profitability and process accuracy with Operations and Customer Service to achieve the utmost in customer satisfaction• Collaborated with existing resellers to increase account penetration by developing lasting relationships with resellers to secure position and leverage new opportunities• Researched prospective clients in assigned channels; noted priorities and competition to develop business plans, as well as sales and marketing tactics• Earned promotion to Director of Sales, e-Commerce and Service within three months of hire due to superb work ethic and achievement of record double-digit sales growth YoY • Designed and implemented the Cisco phone system that is still currently used by the company -
Director Of Managed Services OperationsAtrion Networking Corporation 2011 - 2013• Drove all Client Support Services, including Managed Services for a 24/7 Support Center, operations of the Infrastructure Team, e.g. documentation, monitoring platform and reporting, as well as Contracts Team renewals, RFP/RFI’s and proposals• Supervised the Service Delivery desk scheduling and functions of the Project Management Office• Collaborated with internal groups to boost operational efficacy, as well as analyze and implement support platforms to ensure optimal service• Created and launched a comprehensive onboarding program for Level 1+ Engineer hires
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Director Of Technical Solutions — OperationsRadialpoint Inc 2011 - 2011• Drove the development of a cross-functional solution, including new contact center solutions• Worked with clients and/or prospective stakeholders on sales and solution initiatives; gathered and documented requirements and business constraints related to center and labor strategy for digital home services (DHS) support solutions• Developed and documented cost-effective labor strategies for DHS support solutions to align with client requirements and business limits through working effectively with internal stakeholders• Executed solutions as prescribed to ensure that corporate and third-party solutions came to fruition • Also spearheaded gap resolution developed during solution implementation procedures• Evaluated contact center program performance to drive quality compliance, ensure adherence to service delivery metrics, as well as measure financial performance, operating efficiency goals and the like• Proposed program changes to improve performance vectors, including cost, end-user experience/satisfaction, revenue, etc.• Advocated ardently for the introduction of effective, efficient consumer and agent user experience functions• Acted as a vital, engaged contributor in developing the DHS Solutions strategy used in working across multiple clients and prospects• Proved pivotal in launching Digital Home Support Services within Rogers Communications and Dell -
Director Of Global Operations-Premium Tech SupportRadialpoint Inc 2008 - 2011• Supervised global sales, service, and technical support delivery in the U.S., Canada, the U.K. and India• Led IT, telephony, recruiting, forecasting, management and training for North American, Indian and European locations• Managed group P&L; prepared monthly financial projections, balanced salaries/raises and balanced bonus structures with procurement needs in an ongoing effort to minimize costs • Directed both internal and outsourced labor; played a key role in hiring, training and developing workflows to maximize personnel productivity• Founded a team over the course of 48 hours, tasked with handling calls and delivering technical support to previous HiWired customers who agreed to come on as Radialpoint customers• Aimed to meet or surpass SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) at all times• Launched technology solutions to improve methodologies and nurture a sustainable culture • Monitored Call Center operations and maintenance, including contract negotiations for outsourced support • Managed external relationships with Consultants and partners; managed accounts with current clients that signed up for Premium Support• Founded outsourcing partnerships to deliver on Premium Support offerings such as training and contract/pricing processes• Managed the telephony design, implementation and maintenance of the Five9 –hosted solution used to deliver on Premium Support
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Director Of OperationsHiwired Inc 2008 - 2008
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Director Of Contact CenterRoss-Simons 2003 - 2008Cranston, Ri, Us -
Customer Care General ManagerVistaprint 2003 - 2003Waltham, Ma, Us -
Director Of Customer CareMicrowarehouse Ltd 1994 - 2003Clondalkin, Dublin 12, Ie
Kimberly L. (Kim) Hayes Skills
Kimberly L. (Kim) Hayes Education Details
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University Of PhoenixBusiness Management -
Ocean County CollegePsychology/History
Frequently Asked Questions about Kimberly L. (Kim) Hayes
What company does Kimberly L. (Kim) Hayes work for?
Kimberly L. (Kim) Hayes works for Fm Global
What is Kimberly L. (Kim) Hayes's role at the current company?
Kimberly L. (Kim) Hayes's current role is Wall Street Journal Best Selling Author | Global Technology Enablement @ FM | Driving Operational Efficiency.
What is Kimberly L. (Kim) Hayes's email address?
Kimberly L. (Kim) Hayes's email address is ki****@****ife.com
What is Kimberly L. (Kim) Hayes's direct phone number?
Kimberly L. (Kim) Hayes's direct phone number is +161764*****
What schools did Kimberly L. (Kim) Hayes attend?
Kimberly L. (Kim) Hayes attended University Of Phoenix, Ocean County College.
What skills is Kimberly L. (Kim) Hayes known for?
Kimberly L. (Kim) Hayes has skills like Management, Crm, Leadership, Strategy, Cross Functional Team Leadership, Customer Service, Business Process Improvement, Project Management, Call Centers, Outsourcing, Networking, Sales.
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