Kim Hamilton Email & Phone Number

Monroe, Michigan, United States

Support Business Development Managers (BDMs) in development and execution of strategic plans, identifying and closing on key growth or cost-cutting opportunities. Assist team in driving sales and achieving new profitable business through pipeline and organic growth opportunities.• Created strong working relationships with BDMs to better assist with POS orders, changeovers, and new numbers; improved team member engagement by providing constructive feedback and ideas to improve processes and results. • Track commissions (using Excel spreadsheet); verify invoices, doublechecking validity of discounts and rebates; and Identifying / researching and resolving invoice discrepancies.- Saved company as much as $50K in past year."Kim embraces the Make Tomorrow Better value by looking for ways to make complex processes more efficient. As she builds confidence in her role, I expect that she will be a team leader in process improvements." – Supervisor, 2022

Monroe, Michigan, United States

Supervised team of 8 warranty agents, processing claims for retail and traditional clients throughout the country, following through to maximize customer satisfaction / repeat business.• Maintained spreadsheet of claims progress and review weekly metrics, providing feedback and coaching at weekly staff meetings to keep team on point. - Strengthened service levels and achieved satisfaction scores of 97% or better with conscientious team monitoring and quality assessments. - Reduced escalations as much as 30% through root cause research and resolution.• Identified and implemented continuous process improvements, such as creating tracking system which shortened claims closing time from 6 months to 45 days.• Spearheaded introduction of standardized auditing guidelines to realize greater efficiency, productivity, accuracy, and overall quality to ensure customer service excellence. • Improved operational accuracy, efficiency, and productivity by serving as escalation point of contact and subject matter (SME) expert to fully resolve issues and concerns.• Led team through 2 technical system transitions, using proven project management techniques; developed and executed training program while serving as “go-to” for problems / concerns.

Canton, Michigan

Working from an outbound call center, sourced, cold-called, engaged, and interviewed prospective company drivers nationwide (50–100 calls per day), making fair and equitable hiring decisions based on qualifications.• Reviewed applications, both paper and online, to assess candidate; researched criminal record, social media, credit, and other criteria to make informed decisions and meet hiring goals.

Saginaw, Michigan, United States

Managed survey projects for many Fortune 500 companies, including J.D. Power & Associates, Honda, General Motors, CSX, and Blue Cross Blue Shield, ensuring highest levels of customer satisfaction.• Continuously coached and trained team of 20–25 agents, identifying trends and skill gaps, then providing constructive feedback to optimize team performance.- Noted for impressive 75% employee retention rate by creating a positive employee experience and effectively “reading” team to get the best from each individual. • Handled escalated calls and provided technical support to resolve all customer problems and concerns to consistently meet and exceed customer expectations.• Collaborated with 3 other team leads to analyze new projects and deliver desired results within established time frames, achieving 100% customer satisfaction.