Kimberly Henderson

Kimberly Henderson Email and Phone Number

Senior Director, Club and OS Global Workforce Management @ Bluegreen Vacations
Goodyear, AZ, US
Kimberly Henderson's Location
Goodyear, Arizona, United States, United States
Kimberly Henderson's Contact Details

Kimberly Henderson personal email

n/a

Kimberly Henderson phone numbers

About Kimberly Henderson

What excites me about workforce management is turning data and trends into profitability, improved efficiency, and leaps forward in customer experience. With strategic WFM direction of 10 contact centers and trusted advisor to several SVPs and C-suite executives and 500+ agents stationed across the US, what I do weave together hard quantitative data with emerging trends. The result is fully aligned budgets, labor forecasts, and revenue projections to within variances as low as 0.1%. Beginning my career as a contact center executive, I bring an understanding of day-to-day quality assurance and customer experience drivers as well as high-level strategic insight into how workforce management drives net operating profit. Generating over $215M and leading a team of 17 employees, my emphasis is on standardized structure in the service of robust WFM best practices. Not only does WFM enable us to hit financial goals as a company, it also takes a front seat to millions of calls per year.CAREER SUMMARY• 20+ years of experience leading WFM strategy• Management of 17 employees and influence of 500+ call center agents• Established WFM programs from the ground up as C-suite trusted advisor• Crafted short- and long-range roadmaps incorporating technology and licensing needs• Oversaw multiple call center platform changes, including WFM forecasting and analytics• Served as Board Member, Society of Workforce Planning Professionals (SWPP)

Kimberly Henderson's Current Company Details
Bluegreen Vacations

Bluegreen Vacations

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Senior Director, Club and OS Global Workforce Management
Goodyear, AZ, US
Website:
bluegreenvacations.com
Employees:
4007
Kimberly Henderson Work Experience Details
  • Bluegreen Vacations
    Senior Director, Club And Os Global Workforce Management
    Bluegreen Vacations
    Goodyear, Az, Us
    View
  • Bluegreen Vacations
    Senior Director, Financial And Workforce Optimization
    Bluegreen Vacations 2013 - Present
    United States
    𝗕𝘂𝗶𝗹𝘁 𝗮𝗻𝗱 𝗹𝗲𝗮𝗱 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆’𝘀 𝟭𝘀𝘁 𝗰𝗲𝗻𝘁𝗿𝗮𝗹𝗶𝘇𝗲𝗱 𝗪𝗙𝗠 𝗦𝗵𝗮𝗿𝗲𝗱 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝘁𝗲𝗮𝗺 𝗮𝗻𝗱 𝗽𝗿𝗼𝗴𝗿𝗮𝗺, 𝗻𝗼𝘄 𝟭𝟳 𝗺𝗲𝗺𝗯𝗲𝗿𝘀 𝘀𝘁𝗿𝗼𝗻𝗴. 𝗖𝘂𝗿𝗿𝗲𝗻𝘁𝗹𝘆, 𝗛𝗲𝗮𝗱 𝗼𝗳 𝗪𝗙𝗠 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗳𝗼𝗿 𝗮 𝗵𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝘄𝗶𝘁𝗵 𝟱𝟬𝟬+ 𝗮𝗴𝗲𝗻𝘁𝘀 𝗮𝗰𝗿𝗼𝘀𝘀 𝘁𝗵𝗲 𝗨𝗦, 𝘄𝗶𝘁𝗵 𝟭𝟬 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿𝘀 𝗮𝗻𝗱 𝟱𝗠𝗠 𝗰𝗮𝗹𝗹𝘀 𝗮𝗻𝗻𝘂𝗮𝗹𝗹𝘆.Convinced the ELT to adopt a shared services model and impacted well over $215M in NOP. Strategically eliminated an outsourced model, taking labor costs in-house and reducing costs while skyrocketing quality and customer experience and driving down labor volatility. Delivered variance as low as 0.1% and evolved customer support with calls, chat, and email.
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  • Bluegreen Vacations
    Director Of Profit Optimization
    Bluegreen Vacations 2010 - 2013
    Indianapolis, Indiana, United States
    𝗠𝗼𝘃𝗲𝗱 𝘂𝗽 𝗶𝗻𝘁𝗼 𝗮 𝗱𝗶𝗿𝗲𝗰𝘁 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗿𝗼𝗹𝗲 𝗼𝗳 𝗮 𝟭𝟱𝟬-𝗮𝗴𝗲𝗻𝘁 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿. 𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝟲 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗮𝗻𝗱 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗲𝗱𝘁𝗲𝗱 𝗳𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹𝘀 𝘁𝗼 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲.Maximized revenue by decreasing spend and crafting roadmaps that clearly demonstrated the value of workforce management. Tied together labor spend, resource allocation, and the customer experience lifecycle
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  • Bluegreen Vacations
    Manager, Workforce Management Planning And Quality Analytics
    Bluegreen Vacations 2007 - 2010
    Indianapolis, Indiana, United States
    𝗙𝗼𝘂𝗻𝗱𝗲𝗱 𝗮 𝗾𝘂𝗮𝗹𝗶𝘁𝘆 𝗮𝘀𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝘁𝗲𝗮𝗺 𝗮𝗻𝗱 𝗶𝗻𝘁𝗿𝗼𝗱𝘂𝗰𝗲𝗱 𝗞𝗣𝗜𝘀, 𝗯𝗲𝗻𝗰𝗵𝗺𝗮𝗿𝗸𝘀, 𝗮𝗻𝗱 𝗺𝗲𝘁𝗿𝗶𝗰𝘀 𝘁𝗵𝗿𝗼𝘂𝗴𝗵𝗼𝘂𝘁 𝘁𝗵𝗲 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻. 𝗪𝗼𝗻 𝗦𝗪𝗣𝗣 𝗪𝗼𝗿𝗸𝗳𝗼𝗿𝗰𝗲 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝗼𝗳 𝘁𝗵𝗲 𝗬𝗲𝗮𝗿, 𝟮𝟬𝟬𝟳.Utilized a structured approach to data analytics as a key driver of contact center agent performance and customer engagement. Introduced groundbreaking speech analytics, a massive leap forward in our ability to capture data and glean insights. Established agent scorecards and a new reporting pillar.
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  • Bluegreen Vacations
    Business Analyst
    Bluegreen Vacations 2003 - 2007
    Indianapolis, Indiana, United States
    𝗛𝗶𝗿𝗲𝗱 𝗮𝘀 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆’𝘀 𝟭𝘀𝘁 𝗪𝗙𝗠 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁, 𝗮𝗱𝗱𝗶𝗻𝗴 𝗲𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲 𝗶𝗻 𝗺𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝘁𝗵𝗲 𝗲𝗻𝘁𝗶𝗿𝗲 𝗪𝗙𝗠 𝗹𝗶𝗳𝗲𝗰𝘆𝗰𝗹𝗲.Evolved data analytics beyond simple measures of call volume into attainment of financial and customer experience goals. Built a robust foundation of WFM.
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  • Telamon
    Workforce Management, Business Analyst
    Telamon Jul 2001 - Apr 2003
    Indianapolis, Indiana, United States
    View
  • Aspen Systems Corporation
    Workforce Management, Business Analyst
    Aspen Systems Corporation Oct 2000 - Jun 2001
    Indianapolis, Indiana, United States
    View

Kimberly Henderson Skills

Leadership Call Centers Customer Satisfaction Team Building Team Leadership Process Improvement Budgets Operations Management Workforce Management Business Analysis Performance Management Data Analysis Analytics Customer Experience Forecasting Customer Service Call Center Training Coaching Process Scheduler Microsoft Office Microsoft Excel Management Crm Business Process Improvement Financial Analysis Contact Centers

Kimberly Henderson Education Details

Frequently Asked Questions about Kimberly Henderson

What company does Kimberly Henderson work for?

Kimberly Henderson works for Bluegreen Vacations

What is Kimberly Henderson's role at the current company?

Kimberly Henderson's current role is Senior Director, Club and OS Global Workforce Management.

What is Kimberly Henderson's email address?

Kimberly Henderson's email address is ki****@****att.net

What is Kimberly Henderson's direct phone number?

Kimberly Henderson's direct phone number is +131770*****

What schools did Kimberly Henderson attend?

Kimberly Henderson attended Indiana State University - School Of Business.

What skills is Kimberly Henderson known for?

Kimberly Henderson has skills like Leadership, Call Centers, Customer Satisfaction, Team Building, Team Leadership, Process Improvement, Budgets, Operations Management, Workforce Management, Business Analysis, Performance Management, Data Analysis.

Who are Kimberly Henderson's colleagues?

Kimberly Henderson's colleagues are Lawrence Boyle, Todd Fountain, Maurisio Ponce, Adam Sabnani, Diara Taylor, Jason Adler, Shawna Barnes.

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