Kimberly Stover Email & Phone Number

Thousand Oaks, California, United States

Thousand Oaks, Ca

Cincinnati, Oh

Manage operations of Global Corporate Headquarters Customer Service call center with focus on enhancing customer satisfaction, improving employee retention/development and supporting business development/growth. Monitor service levels, call volumes and schedules; take action needed to ensure customer satisfaction, cost control and efficiency. Create an integrated project plan for achieving schedule, budgetary, quality, and performance baselines on a monthly basis.

Responsible for developing departmental staff through effective methods of training, coaching, and supervision to ensure superior customer service is provided. Other duties include resolving escalated customer concerns on behalf of the company Founder and CEO, building and maintaining relationships with external customers and enforcing the company Code of Conduct to over 25,000 Independent Sales Consultants to ensure their compliance with policies set in place by the Corporate Office.

Worked with both Home Office Operations Department and Director of Loss Prevention to coordinate loss prevention procedures for E-Commerce and retail stores. Conducted proficiency audits at retail locations and worked with store management to achieve above average inventory results, prevented and researched fraudulent credit card activity, resolved credit card disputes, reported patterns of fraud offenders and fraudulent addresses, worked with law enforcement agencies to recover losses and prosecute offenders.