Kimberly Goodwin Email and Phone Number
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With more than 25 years of experience in the industry, I have a strong background in hospitality, customer support, digital transformation, project management, and team leadership. I hold certifications in SAFe Agile and Salesforce Administration, which enable me to deliver innovative and efficient solutions to our customers and stakeholders.In my most recent role, I lead the consolidation of 17 locations into 3 regional hubs, ensuring high-quality customer support operations across EMEA, APAC, and AMER. I oversaw a global team of 80+ staff, providing training, mentoring, performance management, and KPI metrics and analytics. I also manage escalated customer issues, process improvements, best practices, system upgrades, and project management. My mission is to enable Amadeus to be the leading provider of hospitality solutions in the world.
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Agency Customer Care ManagerC&J Bus Lines Jul 2024 - PresentPortsmouth, New Hampshire, Us
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Global Director, Call CentersAmadeus Nov 2019 - May 2023Madrid, EsI was retained to help lead consolidation of existing 17-location team into 3 regional hubs: EMEA, APAC, AMER. Direct and lead 6 Operations Specialists in global governance of Customer Support operations, including SOP development & training, process training, and quality assurance. Lead all Level One / Tier One (L1/T1) Customer Support operations with 74-member staff, 5 Supervisors, and 1 Manager. Assume direct ownership of Americas region with dotted line reporting from EMEA and APAC.***Value Added***✔Transitioned Customer Support department from legacy organizational structure to new organizational structure. ✔Developed new job descriptions, SOPs, procedures, and roles & responsibilities for Managers, Supervisors, Team Leads, Escalation Specialists, Representatives, and Analysts; hired and on-boarded hub leadership in each region.✔Drove rapid interviewing and hiring of 60+ new agent level team members in San Jose, Costa Rica.✔Developed new Global Support KPI Suite for Hospitality Senior Leadership Team. -
Manager Of Product OwnersAmadeus Nov 2017 - Nov 2019Madrid, EsDuring my tenure here, I led a team of 6-10 Scaled Agile Framework Certified Product Owners across 3 Agile Release Trains. I participated in all SAFe "ceremonies;" conducted SAFe training: Leading SAFe, Product Owner Certification. I also served as Product Owner for 1 agile development scrum team for 3 program increments that spanned 9 months.
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Manager, Customer Support AmericasNewmarket, An Amadeus Company Dec 2014 - Nov 2017Portsmouth, Nh, UsHere I oversaw call center operations, and supervised team of 25 across Customer Support Team, Technical Assistance Center, and Knowledge Management & Customer Relationship Management. I served on Customer Support Management Team that developed global strategy to incorporate disparate product domains across 7 worldwide regional offices that offered 24/7/365 support. Additionally, I drove KPI metrics analysis and reporting. Ensured SLA adherence. Served as primary point of contact for escalated customers concerns. I also managed hiring, training, scheduling, mentoring, and development functions. ***Value Added***✔Restructured TAC to maximize queue availability and increase customer service efficiency; assigned tenured employees to mentor and guide new-hire team members.✔Turned-around poor customer survey responses though immediate and direct customer contact; created action plans for resolution and follow-up.✔Instituted monthly team meetings based on roles within TAC to share information, provide training opportunities, and reinforce standards and procedures.✔Drove QA efforts, and ensured staff adherence to SOPs, managed CRM usage, call scripts, and correspondence templates. ✔Built and maintained solutions database in Salesforce CRM for use by support reps, trainers, consultants, and consumers. -
Platform Upgrade Project ManagerNewmarket, An Amadeus Company Oct 2013 - Nov 2014Portsmouth, Nh, Us
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Manager Data ServicesNewmarket International Jun 2002 - Jan 2009Portsmouth, Nh, Us
Kimberly Goodwin Skills
Kimberly Goodwin Education Details
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University Of New HampshireBusiness Administration
Frequently Asked Questions about Kimberly Goodwin
What company does Kimberly Goodwin work for?
Kimberly Goodwin works for C&j Bus Lines
What is Kimberly Goodwin's role at the current company?
Kimberly Goodwin's current role is Agency Customer Care Manager @ C&J Bus Lines.
What is Kimberly Goodwin's email address?
Kimberly Goodwin's email address is ki****@****eus.com
What is Kimberly Goodwin's direct phone number?
Kimberly Goodwin's direct phone number is +160377*****
What schools did Kimberly Goodwin attend?
Kimberly Goodwin attended University Of New Hampshire.
What skills is Kimberly Goodwin known for?
Kimberly Goodwin has skills like Integration, Salesforce.com, Account Management, Enterprise Software, Saas, Crm, Cloud Computing, Software Project Management, Microsoft Sql Server, Business Analysis, Training, Customer Relationship Management.
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