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.
• 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.
• 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.

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%.
• 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.
• 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.