Kim Gray Email and Phone Number
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Kim Gray personal email
Customer-driven operations leader, with a verifiable track record of success leading and managing Customer Service organizations including directing overall operations, managing, coaching, and inspiring staff to deliver high quality performance, productivity, and customer service. Serves as customer advocate, driving a culture of continuous improvement. Proves success with developing and implementing processes, tools, training, and metrics to measure and increase efficiency, employee engagement, productivity, and retention, and optimize the customer experience. Experience leading and managing major organizational transformation projects, working through change management, and creating and executing highly successful customer care programs.
Brightspeed
View- Website:
- brightspeed.com
- Employees:
- 2058
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Manager, Cash Applications And DisputesBrightspeedMineola, Tx, Us
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Manager, Cash ApplicationsBrightspeed Aug 2022 - PresentDallas, Texas, United StatesStreamlined the cash application process, reducing the time taken to reconcile payments from 14 to 1.2 days, enhancing operational efficiency. Led implementation of SAP billing system related to all payment transactions. Developed and executed a SOP for the cash applications team, improving their efficiency. Established collaborative relationships with finance, sales, and operations teams, leading to a increase in overall departmental efficiency. Developed and implemented reporting tools that provided insights into payment flow and performance, aiding strategic decision-making. Ensured compliance with all financial regulations and internal controls, leading to successful audits with no significant findings.Key Highlights:- Streamlined cash application process, reducing reconciliation time from 14 days to 1.2 days, significantly enhancing operational efficiency.- Led the successful implementation of the SAP billing system for all payment transactions, improving transaction management.- Ensured adherence to financial regulations and internal controls, achieving successful audits with no significant findings.
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Senior Manager, Payment And Contact CenterNational Life Group Aug 2017 - Aug 2022Ensured accurate payment processing in a customer oriented environment, managing operational accounting, policy tax, disbursement processors and quality control. Collaborate with a wide variety of internal and external parties to effectively solution issues. Develop and maintain productivity and quality metrics; identify and action continuous improvement opportunities. Ensure the business area is following established processes; monitor and maintain compliance-based requirements. Supported dual campus management and operational activities in a fast-paced, high volume Customer Service Department with approximately 15,000 customer contacts weekly.Key Highlights:- Increased service level by way of decreasing time to resolution across organization.- Established DocuSign across multiple business units setting operational usage standards.- Created performance strategy guidelines in pay-for-performance organization.- Implemented performance dashboards -
Vp Customer Service & Plano OperationsInvestor'S Business Daily Aug 2013 - Jan 2017Plano, TxProvided complete oversight of the customer service contact center, leading, directing, managing, and executing strategic business plans to support transformation efforts, and implementing operational goals and performance metrics to drive productivity, customer retention, employee engagement, and customer satisfaction. Responsible for directing and leading the Plano facility operations including staffing, training, safety procedures, facilities requirements, remodeling and headquarter communications.Key Highlights:- Implemented agent chat, co-browse and social media monitoring with Oracle Cloud Services.- Served as advocate/voice of the customer within the management team, providing thought leadership and drove improvements to optimize the customer experience.- Recruited, hired, and trained 50 new staff members, and supported career development, mentoring team members to build upon individual capability and add organizational value.- Developed training materials and ongoing program to educate all team members on Customer Service policies and best practices across all customer touch points.- Identified, tracked, prioritized and resolved critical customer pain points in collaboration with key stakeholders.- Provided transparency into the customer mindset through thoughtful and actionable reporting. -
Vp Customer Service & ResearchInvestor'S Business Daily Jan 2005 - Aug 2013Los Angeles, CaProvided strategic oversight and management of all day-to-day operational activities of a fast-paced, high volume Customer Service Department with approximately 7000 customer contacts weekly.Key Highlights:- Leveraged performance metrics and analytics to manage and improve key operating performance metrics, and developed actionable plans to improve department performance to meet service level objectives.- Established service level performance targets, and managed and monitored team to achieve goals using process controls to identify and address areas of opportunity.- Proposed and oversaw VoIP and IVR and implementation including strategic hold messaging and prompts.
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Research ManagerInvestor'S Business Daily Jun 2004 - Jan 2005Los Angeles, CaManaged team of IT developers and business analysts who developed SQL server data warehouse design and customer consolidation logic. Key Highlights:- Evaluated, developed, and implemented strategic procedures and cost savings measures within the first month in position, including migrating externally-hosted data warehouse in-house, saving $1M per annum.- Co-designed and executed a Customer Experience Audit where key stakeholders experienced first-hand all customer touch points- Conducted customer research to better understand customer needs, and identified, and implemented effective solutions and procedures to address operational problems/challenges presented.
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Customer Service ManagerInvestor'S Business Daily Jul 1998 - Jun 2004Los Angeles, California, United States
Kim Gray Skills
Kim Gray Education Details
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Business Management
Frequently Asked Questions about Kim Gray
What company does Kim Gray work for?
Kim Gray works for Brightspeed
What is Kim Gray's role at the current company?
Kim Gray's current role is Manager, Cash Applications and Disputes.
What is Kim Gray's email address?
Kim Gray's email address is kg****@****ife.com
What schools did Kim Gray attend?
Kim Gray attended The University Of Texas At Dallas.
What skills is Kim Gray known for?
Kim Gray has skills like Online Advertising, Email Marketing, Social Media Marketing, Analytics, Digital Marketing, Strategic Planning, Social Media, Sem, Digital Media, Lead Generation, Web Analytics, Strategic Partnerships.
Who are Kim Gray's colleagues?
Kim Gray's colleagues are Claire Cosma Mailath, Thomas Weaver, Nathan Book, Josephine Cusati Bernson, Paul Blackmon, Steven Miller, Vincent Fletcher.
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3ups.com, ups.com, ups.com
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Kim Gray
Talent & Enterprise Services - Grs Learning Svs. - Masurement/Evaluation & Operations At Liberty Mutual InsuranceCarmel, In1libertymutual.com
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