Kimberly Smith Email & Phone Number

North Hampton, Nh, Us

Remote

Selected by the Service Organization's President to start a global Customer Experience & Transformation Function, build UX and CX teams from the ground up, and reduce key friction points in customer journeys through digitalization. In charge of qualitative and quantitative research, human experience design, mystery shopping, as well as proofing and executing critical customer lifecycle experiences across digital, omni-channel, self-service, agent and virtual assistant channels. Lead a team of 50 across the U.S., EMEA, and APJ to support success journeys of >60M worldwide private consumers, corporate clients and B2B customers in partnership with Sales, Parts, and Professional Services departments. Journey Design Optimization: Lead strategy design and implementation for 5 major global client journeys across Repair Service, Out of the Box Experience, DIY Repairs, Recycling, Personalization, and Agent-Supported pathways. Continuously create frictionless experiences, drive loyalty, and lifetime value by aligning leaders across Service and IT Organizations, and innovating systems and tools. Digital Assistance Transformation: Led a cross-functional task force to reduce front-line customer service interactions by 50% in 3 years. Designed and shifted customer contact strategy towards virtual self-service through AI solutions and online troubleshooting protocols.Technology: In partnership with Accenture, led $30M 3-year technical implementations for Salesforce and Pega Systems for 8k global users. Applied fundamental changes to AI-based auto-routing for work orders towards the correct teams and agents to reduce handoffs by 50%, increase service delivery speed and customer satisfaction. Developed and oversaw all implementation-related metrics and KPIs for proactive and predictive customer experience, intelligent automation, financials, and risk management activities.

Hopkinton, Ma

Leader of the global service organization responsible for B2B customers' remote dial-in support for micro code upgrades in high- end back-up storage solutions. Grew the team in best-cost locations in Salt Lake City, Cairo, Cork, and India from 75 to 350 globally.Cost Management & Automation: Spearheaded the transformation of Storage Solutions' from local field support towards a fully virtual model. Built out all processes, procedures and workflows. Reduced service cost by 50%, saved $5M YOY in internal operating cost, and enhanced productivity by 30% while remaining headcount-neutral from changing the code upgrade model from reactive to proactive.

Hopkinton, Ma

Leader of the B2B Backup Storage Escalation Management Team for JP Morgan Chase, Oppenheimer, EY Lilly and other high-profile clients. Responsible for all data centers across the Mid West for 'data unavailable' and 'data loss' incidents. Led a 24/7 team of eight Escalation Managers through issue resolution for 200 high profile escalations annually in partnership with Engineering, Sales, Tech Support, and Executive Communication. Routinely briefed clients' C-Level executives on status updates and root cause analysis outcomes.24/7 Risk Mitigation Established best practices, training simulation, loss mitigation and process scenarios for all data- unavailable and data-loss scenarios to maintain up-time at 99. 999%.

Manchester, Nh

Reported to the CEO. Led a platform support center, customer programming and training team of 20 to provide non- profit clients with software solutions across Donations, Event Management, and Constituent Management.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Master Of Business Administration (M.B.A.)