Kim Huff Email & Phone Number

Fairborn, OH, US

Enhancing the customer experience from order receipt to delivery to post-delivery follow up and resolution. Having oversight of Customer Care, Delivery and Returns ensures cross collaboration amongst our teams to achieve our Mission of “Making Homes Great”. We bring our mission to life through our values of: Professionalism, Quality, Ownership.

• I supervise a highly-skilled team of professionals tasked with providing innovative technology solutions to crucial customer service processes. With an eye toward constant progress, I identify areas of improvement and.
• Implemented complex fraud and collections projects into Macy’s Project Management Office funding process, consolidating procedures managed by operations departments into one office.
• Performed monthly technology upgrades to agent desktops, enhancing customer service abilities and customer satisfaction for ecommerce transactions and furniture and bedding sales and service platforms.
• Significantly reduced customer service inquiry rates on call volume of 1.4M contacts each year through process improvement sprints for Furniture & Bedding operations.

• Directing Macy’s Third-Party fraud management department, I led a diverse professional team responsible for coordinating third-party chargebacks on all Macy’s and Bloomingdale’s branded credit cards originating.
• Implemented fraud strategy solutions intended to reduce online and point-of-sale fraud, which reduced third-party chargebacks for store sends from 12% to 5% as a rate to sales.
• Resolved systems issues with Citibank and American Express related to fraud reject reporting and reduced rejects from 44% to.2% lowering fraud write offs by $2.3M.
• Drove American Express EMV recovery rates from 35% to 99%, highest of any Citibank portfolio.
• Achieved a 44% recovery rate for chargebacks, increasing from 24% in 2015.
• Significantly improved fraud screening procedures by partnering with store security teams based upon identified trends..

• I managed a team of project managers and systems administrators accountable for overseeing Omni Channel applications including Furniture & Bedding systems and coordinate implementation of systems upgrades. Recognized.
• Implemented all desktop interface upgrades to a new Citibank system, and transferred email and chat programs to a new Oracle platform.
• Restructured payments systems by streamlining to one common service, significantly improving credit authorization workflows for big ticket authorizations.

• Partnering with internal and external Supply Chain partners, I led call center technological solutions and complex improvement projects for the furniture & bedding operations. I created a tailored coding system.
• Implemented an innovative customer resolution platform for the worrynomore® warranty program.
• Developed the key performance indicator dashboard to improve in-home service scheduling, which reduced wait time by 3 days.
• Enhance and own the company’s strategy related to Voice-of-the-Customer for Big Ticket; including data analysis, action reporting, integration with quality teams and systems, follow through on feedback and supporting.