Kimberly Meek Email & Phone Number

Vancouver, British Columbia, Canada

Palo Alto, California, United States

Designed and implemented a comprehensive talent, culture and change leadership strategy for the 9000+ Customer Solution Support and Innovation organization to ensure the success of employees. This included programs for employee success including strategy engagement, career development, leadership coaching, DEI and advancing women.

Palo Alto, Ca

Served as a senior leadership advisor and the executive partner to the Head of Support for the global Customer Solution Support department amid 460% employee growth and organizational transformation. My leadership and influence spanned strategic planning, execution, executive/leadership engagement with teams and global communications.

Palo Alto, Ca

Driving operational excellence in the global technical support organization of 1,600+ people, I led 5-year strategic planning, PMO projects, and internal communications at all levels. I also powered senior leadership team effectiveness through training, mentoring, and open feedback. As the Global Security Officer, I oversaw data protection and legal compliance.

San Jose, Ca

During the integration of Business Objects into SAP, I directed key projects within the 600+ person Business Objects support organization, as well as initiatives connected to customer satisfaction. Influenced a critical cultural shift that optimized project success, gaining executive buy-in for proactive project planning at the start of each fiscal year, which became a standard practice and managed a cross-functional project to resolve a technical revenue recognition issue caused by a system change.

San Jose, Ca

Drove strategic direction and operational leadership for North America’s technical support team of 320+ across 10 locations and multiple remote locations in NA and India while managing to budget and margin goals.- Headed a global reorganization that transitioned the support model to a skills-based approach, bolstering CSAT for lower-end customers and maintaining satisfaction for premium and critical customers. Led employee communications, change management, and leadership coaching.- Through a customer experience transformation, CSAT increased from 46% to 76% and 20+ escalated customers were removed from executive-level visibility. Implemented process and personnel changes that sped the first response time 70%.

San Jose, Ca

As a high-visibility senior business consultant, partnered with Customer Support senior leaders and companywide leaders, advising on service improvement strategies and high ROI initiatives.- In tandem with Finance, strengthened budgeting by mapping and instituting a robust budgeting and planning process.- Harmonized service offerings, people, culture, and processes through the acquisitions of SRC, Xcelsius, and other smaller companies.

Led a global team in maximizing the satisfaction of top revenue-generating customers through the resolution of escalated executive, legal, and critical issues encountered in business intelligence deployments. Resolved a serious issue in the Japan local support center, stabilizing the group in 12 months by leading a plan leveraging insights and analyses of data, teams, customers, and partners. Spearheaded the integration of Crystal Decisions technical support team.

Oversaw and addressed the technical needs of high-profile customers. Provided architecture recommendations, implementation planning and feature/function training before and after the point of sale, ensuring customer satisfaction.

Ba, Psychology; Criminal Justice

Icf Accredited Program

Certified Personal Trainer, Health And Physical Education/Fitness

Education record