Kimberly Fields Email & Phone Number

Monroe, Louisiana, United States

I utilize thought leadership and strategic thinking to refine strategy and execution plans, assess success and report progress to lead teams in Loan Administration, and optimize the mindset of a one-touch experience. I deliver key competencies through strategic planning and forecasting, overseeing the development of predictive financial analyses to ensure correct access to information and forecast implications. As VP, I collaborate and encourage healthy conflict with executive leadership teams, exercising discretion on the final decision. My role provides staff visibility to ensure continuous development in a high-performing, mission, and values-driven culture. I evaluate the company's success and drive an innovative and entrepreneurial mindset, leading culture and engagement to improve employee abilities. I identify business opportunities to enable innovative solutions and effective stakeholder communications collaboratively. Moreover, I optimize back-office processes by automating and consolidating resources, data, and financial activities, delivering effective prioritization, clear accountability, and sound decisions across multiple high-priority projects. Key Accomplishments:✓ Oversee numerous successes in the Mortgage and Auto lease to Loan Divisions by leading around 300 employees. Implemented best practices and successfully reduced labor costs by more than 15%.✓ Successfully played an integral role in reducing service levels for Direct Auto out to the DMV to an average of 24 days.✓ Redesigned the customer research process, allowing more customer obsession in the call center, EMS, and EO. Revamped Direct Auto process to improve booking process to improve perfection rate.✓ Resolved high escalated and complex customer complaints, focusing on constant process improvements to systemically fix complaint drivers and improve the end-to-end customer experience.

I developed and managed a successful Collections and Client Service Team while promoting customer service excellence. My role was to create and implement business strategy and workflow evaluations to increase revenue. In addition, I established and assigned monthly budgets, accurately assessing forecasting and projecting monthly revenue or expenses. I evaluated the morale and motivation of collection teams, implementing and approving monthly contest proposals. Moreover, I streamlined multiple sites, implementing a transparent and continuous improvement culture by utilizing daily KPI reviews to achieve goals and targets and solve problems. Key Accomplishments:✓ Established new processes in all areas of the company, directing and managing company growth to ensure high levels of customer satisfaction.✓ Acquired and maximized customer feedback and company reputation in the industry, reflecting low error rates (<1%) and continuous improvement.

Atlanta, Ga

As Operations Manager, I oversaw four departments with 100+ workers. I improved healthcare A/R, call center operations, P&L management, and support staff development. I also coordinated the evaluation, deployment, and management of current and future technologies to fulfill business goals. Moreover, I handled organizational design and development, talent acquisition and management, employee relations, compensation, and performance management to accomplish short- and long-term goals. Key Accomplishments:✓ Enhanced operational performance of a team of 100+ call center representatives performing Healthcare billing and collection services, generating millions in revenue annually.✓ Achieved operational strategies and responsibility for over $1B in Account Receivables and Bad Debt.✓ Established a new department with around 20+ representatives. Provided customer service and collections to a large healthcare provider, generating over $2M in new revenue.✓ Significantly increased overall bottom line by 10% in the first year as an operations leader.✓ Increased sales by 20% in three (3) years through effective marketing and operation management strategies.✓ Increased collections by 25%, implementing IVR based unattended campaign.✓ Implemented successful account scoring results; recorded 25% workforce reduction and 20% collections improvement.

Marietta, Ga

I built training processes for more than 300 people, boosting duties in recruiting, screening, hiring, and training new employees, taking full responsibility for developing these processes. Additionally, I conducted an assessment to determine the training needs of the whole labor force, designing and putting into action programs to address the ensuing skill and knowledge deficiencies. Key Accomplishments:✓ Increased efficiency by 25% through training, improved communication, and automated manual systems.✓ Conducted in-depth analysis of training needs, creating and recommending materials to meet the client's requirements.✓ Developed and improved the Standard Procedure Manual for the Department of Education contract.✓ Enhanced feedback management to develop a need assessment and training matrix.✓ Managed five (5) lines of business throughout the organization, including the Department of Education, Healthcare, Banking, Mortgage, and Credit Cards.