Kimberly P. Email & Phone Number

As the Global Vice President of Client Services I, along with my team we own the entire client experience for our International locations outside the US. We focus on building strategic partnerships through transparency, consistency, confidence and trust. This role entails not only pre-sales and solutions, through new client implementation and ongoing support. I am also responsible for ensuring optimal business / professional outcomes through the successful adoption and use of products and services that improve efficiency, effectiveness, and drive initiatives with high ROI. I along with a dedicated Global team oversee the activities for both the l Customer Support & Cross Functional Support teams, ensuring alignment that client forecasts are met and that the customer journey consistently reflects the utmost standards of service and quality. Ultimately, my team and I are responsible for ensuring that the organization is delivering a positive experience for the client and customers alike and that your teams are upholding the standards of Customer and Client Excellence. We focus on maximizing revenue, while efficiently managing costs, expectations and resources.The Global Vice President of Client Services is responsible for managing risks and ensuring customer privacy and security is maintained. My team along with other Global Leadership are also responsible for benchmarking, learning and adopting best practices, promoting continuous improvement and ensuring that we employ the right personnel, technologies and processes in those areas which are tied directly to our mission, core values, culture and standards of excellence. As the Global Vice President of Client Services I am responsible for the completion for annual Sales Plan & Forecast (Direct and SaaS), as well as the development of a comprehensive set of well-documented processes and procedures in all areas of responsibility.

Brooklyn, Ny, Us

In my role as Vice President of Support. I’m tasked with overseeing the strategic development, infrastructure, operations, quality, training & staffing of the teams that will work to scale the business to a stable year-round workforce. My role reports to the Senior Vice President & President of the company. In this leadership position, I effectively coordinate efforts across the divisions of our academic curriculum, customer success, product, materials, digital enrollment, licensing & sales enablement teams. * The primary goal of this position is to design a capable, efficient & productive captive & external customer support operation that supports the organization's goals & continues to develop the partnership with our internal & external vendor operations team. In this role, I am tasked with standing up an aggressive growth agenda including programs, systems, training, & infrastructure that supports the annual peak season. Duties & Responsibilities:* Through collaboration with the cross-functional teams, external vendor teams, and support teams the goal of my role is to implement a strategic plan to support key organization initiatives for profitability, and growth trajectories and expand our current capabilities. * Provide regularly scheduled updates twice weekly to C-Suite Executives which are relayed to the Board of Directors. * The role requires that I identify, & responds to emerging trends, needs analysis, and capitalize on potential new opportunities for growth within the organization. * This role requires the ability to monitor and assess customer satisfaction, customer sentiment, account health, KPIs, metrics & QA performance to improve programs and customer experience in order to optimize return on investment that is in the best interest of the organization.* Successfully achieved a 35% decrease in the budget by implementing new processes & efficiencies.* Under my Leadership we were able to have the best year on record at Amplify for 2022-2023.

Miami, Fl, Us

In this new role reporting to our Global COO I am responsible for partnering with our Executive Leadership Team to redefine Sitel’s Global Operating Standards to meet the needs of our diverse working environments regionally, globally and culturally. With the support of the Executive Sponsors I am leading the efforts on the full development of the new Global Operating Standards that incorporates the Max Culture that Sitel envisions for its employees. Utilizing my comprehensive knowledge of the COPC CX 6.2 Standards for OSP’s and CSP’s to bring the new Global Operating Standards to life in a digital, innovative & culturally focused mindset. As a COPC Certified CX Implementation Leader it is critical to deploy the Business Process and CX Framework. I am responsible for participating in the development and presentation of compliance sessions / presentations. Leading the transformation team through the drafting, revisioning & role out of the new Global Operating Standards. Participates in training that promotes compliance awareness. Identifies areas of potential improvement and efficiencies within the current program. Prepares & distributes internal communications covering compliance matters and metrics. Role Specific Skill Set:- Excellent analytical and problem-solving skills- Leading and partnering with our vendor, internal cross functional teams & Executive Sponsors through all phases of the project. - Ability to be detailed oriented. To lead & multitask several projects at once & drive to completion on time. - Ability to understand & apply learned concepts. - The demonstrated ability to plan & complete work within tight time limitations.- Ability to follow & conduct a compliance monitoring program.- Ability to provide information to a variety of audiences & deal effectively with conflict or push back. - Ability to deal with confidential issues that are sensitive in nature. - Ability to share information with awareness of its effect on others.

Miami, Fl, Us

My role includes leading a highly skilled team of experts consisting of 250 direct reports across five countries. My team & I report directly into the CEO of The Americas Region. We deliver data science, analysis & provide insights & recommendations directly to the VP P&L owners for three divisions within the North America region. The CI team consists of Six Sigma, PMP & COPC Certified Managers that support all accounts within the North America Region. This region includes all of Sitel’s Brick & Mortar Centers of Excellence in the US, Canada, Mexico & our National Sitel at Home program. We are responsible to deliver Process Improvement recommendations that drive consistent improvement, ROI projects & implementation of client initiatives through innovation, automation & lean/agile methodologies throughout the global regions we support. We routinely present to potential customers & lead the efforts to Journey Map the Customer Experience during global Bid/Sales calls. We work intricately with our Insights & Analytics team to produce next level data insights which allows for more effective and efficient decision making for Sitel & its clients. As the leader of this team we are accountable for conducting all site audits & corporate performance audits to ensure alignment to our Global Operating Standards. This position comes with the additional responsibility of managing the QA Teams for the North America region as well as North America’s Operations Reporting Analyst team based in India. Through our expertise the team also handles all client escalations as they are received with white glove service & experience. Through partnership with Account Management we work on closing any gaps in processes within our Operations to ensure a smooth customer experience at every level. As the leader of this team it is my responsibility to partner/collaborate across timezones, cultures & work together with our internal & external peers in almost 30 countries.

Miami, Fl, Us

Plans, implements and manages projects ranging from 30-3000 FTE under strict protocols and deadlines. Responsible for managing multiple facets of ongoing, highly visible projects simultaneously for Sitel and its customers. Required to prepare, gather, evaluate, analyze data and monitor trends in the industry. Prepare reports and present recommendations working individually or within a team. Monitors all timelines and provides updates and deliverables to C-Suite Executive team to support achievement of company and client goals. Responsible for creating, maintaining, and delivering management reports to include current project status, forecasted versus actual expenses and cost benefit analysis of new initiatives. As a Senior Project Manager I am responsible for the entire project life cycle for client ramp ups, ramp downs, site builds, floor refreshes and large client projects. Duties also include preparing Capital Expense reports and Operational Expense reports. Daily working cross functionally to ensure that all deliverables are met and project timelines stay on track. Supported two newly hired Project Managers in their training while they shadowed on several projects.

Responsible for overseeing multiple projects across all phases of development. I monitored the workflow and managed timeline adjustments as needed to ramp, implement and launch projects on time and under budget. Working across functional teams to collaborate with departments to coordinate project goals. This included making sure that project timelines were strictly adhered to in order to meet all designing, engineering and architecture builds. As Project Manager I was tasked with tracking status reports, cost estimates, budgets and resource plans. As the leader of the Implementation team I was tasked with building playbooks for faster and more efficient engagement. Supported the rollout and standardization of processes company wide and minimized all inefficiencies to improve profits and reduce loss.

Tucson, Az, Us

Managed the development, training, and ramp up of the Blue Cross Blue Shield of Arkansas Affordable Care Act Contact/Call Center Operations Team. Developed roll out plan, built training materials and curriculum in compliance with Federal Government standards. Responsible for managing a team of managers implementing call center procedures for the Affordable Care Act enrollment. Severed as a liaison between corporate BCBS and Federal Government representatives for the Arkansas enrollment. Worked with Talent Acquisition Specialists to hire 580 employees. Developed Quality Assurance criteria for enrollment interactions. Prepared and presented weekly/monthly audit presentations to Senior executives. In addition to my work on the BCBS Project as the Director of Operations I oversaw the entire Project body of work BroadPath did for the CMS Medicare Claims Project. We hired close to 700 Registered Nurses, Doctors, and Physicians assistants and flew them in for a 4-week training to assist the Centers for Medicare Services with the backlog of 12,000 claims that needed to be reviewed and resolved. In addition to managing the operations aspect of this project I was also responsible for all personnel assigned to the project. Responsible for weekly business reviews to the Executive Board for the Centers for Medicare on the progress/status of the project. We exceeded the expectation and were able to close out the project three months earlier than expected.

Greenwood Village, Colorado, Us

During my tenure at TeleTech I was responsible for managing clients with multiple lines of business. I owned the financials and the success for the clients/LOBs I supported. I ran operations teams both in center and in a remote/virtual environment. I traveled for several years between 50-75% of the time for client visits and meetings. I completed work in Business Intelligence and earned a certification in research and intelligence. Utilizing the team’s research and intelligence Ttec was able to stay ahead of the competition on multiple fronts in order to successfully grow where other firms were struggling. The last two years at Ttec I was responsible for completing site performance audits. I managed a team who would visit sites to complete the performance audits several times a year. I evaluated every department within the sites and provided a full report on the site, its staff, and the status of the clients within the site. The Audit reports often had impacts into future states for the business, the clients and the employees.

Miramar, Florida, Us

Arise is a Virtual Contact/Call Center that encompasses an entirely remote operations team. I worked with Arise for three years as the Performance Compliance Manager overseeing both Quality and Operations aspects of all customer/agent interactions. I was responsible for a team of 10 Performance Facilitators who were responsible for 25 remote agents each. My team supported clients such as Apple Inc., AT&T and Triple A.