Kim Brebner Email & Phone Number

United States

Atlanta, Georgia, United States

• Built out/led the employee services shared service vertical in UPS’s global business services. Collaborated with HR, Health/Safety and Legal stakeholders, setting strategy, process management and operational results. A.
• Produced $5M+ reoccurring annual savings by formalizing strategy and creating line of business focused on: Talent Management, Employee Services/Leave Management, HR Services.
• Established a global operation with work… Show more Built out/led the employee services shared service vertical in UPS’s global business services. Collaborated with HR, Health/Safety and Legal stakeholders, setting.
• Established a global operation with work transacted in the US, India, Philippines, Guatemala, Columbia, and Egypt.
• Developed team’s foundational skills. Stabilized performance. Reduced staffing by 44% through streamlining processes and staff management, while simultaneously exceeding quality and compliance SLAs by over 105%. Show.

Atlanta Metropolitan Area

• Established the strategy and led the GBS organization through maturity evolution, while supporting enterprise with companywide transformation. Chief of staff responsibility: strategic direction, customer experience.
• Continuously outperformed cost saving targets achieved $310M organizational savings by orchestrating GBS’s Global Call Centers strategy consisting of process improvement, digitalization, site locations, and agent.
• Partnered with c-suite and UPS business leaders to find $200M+ opportunities.
• Led maturity model evolution, shifting from shared services to integrated business services; created new operating model anchored on 25 formalized service management processes.
• Envisioned and created GBS Blueprint (assessment model) addressing gaps and discrepancies in the following areas: business continuity, network flexibility, policy limitations and fiscal responsibility.
• Managed a multi-dimensional site network (90+ locations, 17k FTE), increased capacity utilization, and repurposed resources to simultaneously reduce expenses by 20% on existing work and onboarding of$70M new work.

Atlanta Metropolitan Area

• Served as the lead to integrate the importance and strategic value of the customer, prioritizing the customer goals throughout the organizational operations, projects, and investments. Team responsible for quality.
• Developed $500M+ Business case for value of Customer Experience (CX), foundation for tier one… Show more Served as the lead to integrate the importance and strategic value of the customer, prioritizing the customer.
• Developed $500M+ Business case for value of Customer Experience (CX), foundation for tier one enterprise initiative.
• Institutionalized CX: Created and implemented company-wide customer journey mapping discipline (customers’ needs/goals identification, preferred communication channels and overall expectations); used to prioritize.
• Voice of the Customer Program: Leveraged 150,000 daily customer transactions/touchpoints to capture customer voice across 20+ areas by implementing daily survey with 95% confidence level; insights gained guided process.

Atlanta Metropolitan Area

• Marketing Research: Developed strategy and managed $6M customer satisfaction budget.
• Customer Segmentation Marketing: Preferred customer segment, sustainability marketing.
• Product Marketing: Managed UPS’s most profitable domestic product line, flipped the profitability of economy product.
• Customer Technology Marketing: First to develop go-to-market strategies to help customers use UPS solutions to improve their business processes while simultaneously growing UPS by an… Show more
• Customer Technology Marketing: First to develop go-to-market strategies to help customers use UPS solutions to improve their business processes while simultaneously growing UPS by an additional 20% and reducing.
• Channel Marketing: Built UPS.com strategy around customer business processes and needs. Show less

Portland, Oregon Metropolitan Area

Portland, Oregon Metropolitan Area

Portland, Oregon Metropolitan Area

Master Of Business Administration - Mba

Bachelor Of Science - Bs, Marketing