Kim Gray Email & Phone Number

Mineola, Tx, Us

Dallas, Texas, United States

Streamlined 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.

Ensured 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

Plano, Tx

Provided 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.

Los Angeles, Ca

Provided 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.

Los Angeles, Ca

Managed 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.

Los Angeles, California, United States