Kimberly H. Email & Phone Number

Chapel Hill, Nc, Us

Raleigh, North Carolina, United States

✅Managed all stakeholder relationships including client, vendor, and cross-functional teams. Used quantitative and qualitative measures to track and evaluate the performance, satisfaction, and engagement of stakeholders. Identified gaps, risks, opportunities, and best practices to increase engagement ROI by 32% over 12 months.✅Created scopes of work (SOWs), planned schedules, deadlines, milestones, and executed projects, realigning expectations as priorities changed achieving a success rate of 95% for projects delivered on time and within budget. ✅Utilized Project Management software to prioritize and delegate project plan details to appropriate team members. Created weekly status reports and project documentation, and tracked and managed budgets and project progress. ✅Creative Resource Manager for a 15-member design team, optimized workload assignments and developed a comprehensive cross-training program to maximize designer competencies, increasing optimal account capacity by 22% over 6 months.✅Conducted onboarding and employee training for 20+ new hires over a period of 6 months offering continuous guidance and mentorship on best practices while providing constructive feedback.

Raleigh-Durham, North Carolina Area

✅Executed full-cycle end-to-end B2B and B2C campaigns across a broad spectrum of business verticals and partnered with project sponsors to create forecasts for client spend.✅Built strong relationships with vendors and freelance communities, directing collaboration among all stakeholders, resulting in a 90% increase in project efficiency and a 94% improvement in project deliverables. ✅Reviewed analytical data monthly, generating performance reports and created client presentations regarding any changes needed to improve the CTR, page views, goal completions, and bounce rate. ✅Directed the use of agile methodology in website design projects, adhering to technical specifications through scoping and project planning. Partnered with design and development teams to create and implement process changes that led to an 85% increase in successful deployments using Jira, Kanban, and Wrike project management software.

Morrisville, Nc

✅Created new product information and trained 150+ account managers, collaborating weekly with key project sponsors to analyze data, identify needs, and propose solutions, improving account manager knowledge by 67% in 6 months. ✅Led QA / QC / UAT (user acceptance testing) concentrating on implementation and quality assurance during Salesforce migration phases. ✅Developed and tracked project plans and client support reports on critical data, including Service Level Agreements and performance trends, which led to a 35% decrease in client complaints.

Cary, Nc

✅Led a diverse team of 12 members as Digital Improvement Manager, overseeing both on-site and remote employees while serving as a partner with offshore teams in India. Achieved high team quality and performance metrics, through resolving escalations, adaptability, and creating KPI process enhancements.✅Resolved both internal and external escalations by troubleshooting the root cause and collaborating with the Sales, Solution Center, and Customer Care teams to maintain operational excellence.✅Identified process enhancement opportunities and developed practical job aids to address them. These aids clarified case routing and management procedures for Solution Center and Client Care teams, streamlining operations and enhancing overall efficiency.

Cary, Nc

Senior Analyst for resolving escalated issues among sales directors in both the Midwest and Eastern regions.✅Resolved sales manager escalations across 21 states, concentrating on swift issue resolution and preserving client relationships.✅Developed an escalation database, implementing innovative ideas for analyzing product escalations, and leveraging resources, timelines, and budget to measure the impact of department misalignments; improving escalation resolution goals by 85%.✅Resolved breakdowns in communication and information flow between sales and product management by leveraging insights from the escalation database and implementing effective process enhancements.✅User Acceptance Tester during the transition from Atlassian Jira to Service Cloud on Salesforce.com as part of the merger integration team.✅Led "train the trainer" sessions to facilitate the seamless adoption of Service Cloud, crafting user-friendly training materials for a smooth transition to the new ticketing system.

Advertising & Graphic Design, Graphic Design, 3.9

Activities and Societies: National Technical Honor Society

Communications