Kimberly Fong Email & Phone Number

Sacramento, Ca, Us

Sacramento, Ca, Us

West Sacramento, California, United States

Oversee the production functions of CalSTRS Customer Service Division Contact Center. Through subordinate managers, and in close cooperation with benefit program peers, oversee front-line member service through the Contact Center. Model and set expectations of diplomacy and professionalism to ensure internal and external customers are treated with dignity and respect. Lead the Contact Center to ensure consistency, accurate, complete and timely responses to member inquiries to support service performance. Ensure Customer Service possesses the necessary talent to achieve business goals. Collaboratively develop and implement division strategic scorecards and annual Business Plan. Actively support, administer and enforce organizational policies and objectives. Professionally and effectively represents the Customer Service division on project teams. Anticipate problems and develop creative recommendations for resolution.

West Sacramento

Non-supervisory staff specialist serving as the subject matter expert for all policy, solicitations and planning related to facility management and capital improvements to support CalSTRS basic mission. Exercising a high degree of independence, initiative and originality in researching, planning and budget analysis for CalSTRS construction projects.

West Sacramento, Ca

Responsible for managing and directing the day-to-day activities of the Branch Business Team which included: -Providing strategic direction, leadership and coaching to technical and analytical staff including direct reports and team of matrix-managed staff reporting to Branch directors.-Managing and direction the development, modification, implementation and maintenance of policies, procedures and processes of the Benefits and Services Branch.-Designated Branch contract manager for all inter-agency and external contracts, procurement requests and service agreements.-Establishing goals, objectives and supporting metric and outcome measurements to meet strategic objectives and service levels of administrative functions.-Managing the Benefits and Services $30 million budget(s) to ensure funding is adequately distributed among necessary expenses and to ensure that personnel pay and operating expense are managed.-Developing, initiating and managing plans to strategically reduce, redistribute and absorb Branch positions including limited term and project resources.-Assisted the Benefits and Services Executive Office (BSEO) with the preparation and tracking of Board-related activities, including: Supporting the BSEO in developing Board materials, and presentations; coordinating with other senior leaders and branches to develop appropriate materials for Board items, info-graphics and presentations.

Responsible for planning, organizing and recommending confidential resource solutions to the Executive Officer to meet the needs of the evolving Benefits and Services Branch including:-Directly oversaw and managed the $30+ million Benefits and Services Branch budget. -Consolidated all budgets, contract and procurement functions for the Branch. -Reviewed and recommended fiscal strategies to meet the personal services needs of the Branch. -Worked directly with the Benefits and Services Executive Officer to train and develop the associate level analysts as well as create the budget oversight processes, tools and guidelines. -Collaborated cross functionally within Benefits and Services senior leadership and executives to promote budget literacy and mitigate Branch budgetary risks. -Provided budgetary analytical recommendations and guidance directly to the Benefits and Service Branch Executive Officer. -Developed Budget Concept Requests, Budget Change Proposals and Contingency Fund Requests.-Planned, organized and directed the operation and staff of the Branch Business team. Delegated work; evaluated performance; coached and mentored staff; provided specific feedback on work products to ensure completed staff work and execution.-Identified job growth and training opportunities for staff to improve performance, increase job satisfaction and lead to promotional opportunities. -Directly oversaw a wide range of administrative analytical functions which include: -Requests for Personnel Action (RPA) -Procurement of goods and service contracts in SAP -Executive data analysis, reporting and presentations -Monthly budget reconciliation with executive summary

-Managed the development and maintenance of the Division and Branch budget process; verifying the accuracy of allotments, monthly projections, adjustments, and funding transfers for Retirement Readiness Division (RRD) and all CalSTRS Member Service Center cost centers to ensure program goals were achieved. -Directed the coordination of RRD and Member Service Center space adjustments, processing of Facilities work orders, and consultations with Facilities staff; monitor for potential budget impact.-Worked directly with the RRD Director to monitor, maintain, and provide analytical-based recommendations for the five combined budgets of $9+ million. -Directed and managed the initiation, development and execution of one-year contracts with county offices of education and school districts operating a CalSTRS counseling office. Managed the annual contract renewal process in collaboration with Field Services Managers, determine appropriate service standards and resource levels; develop contractor Scope of Work and CalSTRS Scope of Responsibility; negotiate contract budgets with contract administrator. -Directly oversaw and managed the $30+ million Benefits and Services Branch budget which included: -Working directly with the Benefits and Services Administration Support PPM III to train and develop the associate level analyst as well as create the budget oversight processes, tools and guidelines. -Collaborating cross functionally within Benefits and Services staff, managers and executives to promote budget literacy and mitigate Branch budgetary risks. -Providing budgetary analytical recommendations and guidance directly to the Benefits and Service Branch Executive. -Developing Budget Concept Requests, Budget Change Proposals and Contingency Fund Requests in collaboration with the RRD Director.

Administrative analyst, data steward, research and survey development, budget analyst