Kim Huff Email and Phone Number
Kim Huff work email
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Kim Huff personal email
Innovative leader with 20+ years of experience driving contact center solutions in the retail, credit, HR and furniture industry.I'm a proactive and engaged contact center AVP with a strong record of powering creative solutions to complex problems. As a data-driven change leader, I approach problem-solving and decision-making with a strategic mentality by focusing on the big picture and collaborating with cross-functional teams and vendors to implement innovative technology projects. Consistently driving for improvement, I bring a fresh perspective to current processes and procedures, frequently expanding best practices. I also specialize in developing high-performing teams and encouraging their success through effective coaching strategies. My key proficiencies include: • Leadership & Training • Project Management • Process Improvements • Technology Innovations • Strategic Planning • Customer Service • Communication Strategy • Networking & Collaboration • Payments Processing My strength is in building skilled teams and implementing wide-ranging strategies that resolve complex issues, improve business processes, and increase overall customer satisfaction. I’m recognized as an influential leader, constantly striving to implement cutting-edge solutions and surpass strategic goals. I invite you to connect with me on LinkedIn today!
Morris Furniture Company, Inc.
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Associate Vice President, Cx | Delivery | Returns ProcessingMorris Furniture Company, Inc. Jun 2020 - PresentFairborn, Oh, UsEnhancing 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, Collaboration, Integrity and Fun.
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Director, Strategy & Application SupportMacy'S Credit And Customer Services, Inc. Jun 1991 - Feb 2020I 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 network with cross functional teams and partner with vendors to resolve issues and develop new processes. A few of my highlights include:• 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. -
Director, Fraud - Third PartyMacy'S Credit And Customer Services, Inc. Feb 2016 - Feb 2018Directing 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 in-store and through e-commerce channels. Researched and monitored fraud trends and implemented required policy changes in response to prevent losses. In addition, I partnered with networking teams from Citibank and WorldPay payment systems to resolve conversion issues and to implement necessary technology upgrades. A few of my highlights include:• 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..
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Director Of Omni-Channel Systems StabilityMacy'S Credit And Customer Services, Inc. Feb 2014 - Feb 2016I 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 as a reliable change manager, I regularly analyzed operations data to identify necessary process improvements that would advance systems performance. I partnered with Macy’s IT group to integrate system upgrades. Additionally, I provided workshops to staff on new functionality and policies and procedures. My highlights include:• 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.
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Director, Business RelationshipsMacy'S Credit And Customer Services, Inc. Feb 2009 - Feb 2014Partnering 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 designed to enhance call tracking and consolidate customer service resolutions. Additionally, I oversaw regular website improvements and networked with technology vendors to identify potential upgrades. My highlights include:• 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 divisional responses as appropriate to customers feedback to reduce inquiry rates.
Kim Huff Skills
Frequently Asked Questions about Kim Huff
What company does Kim Huff work for?
Kim Huff works for Morris Furniture Company, Inc.
What is Kim Huff's role at the current company?
Kim Huff's current role is Associate Vice President | CX | Delivery |Morris Furniture Company, Inc. | Ashley Furniture | Better Sleep Shop.
What is Kim Huff's email address?
Kim Huff's email address is ki****@****obs.com
What skills is Kim Huff known for?
Kim Huff has skills like Customer Service, Customer Satisfaction, Project Management, Strategic Planning, Microsoft Office, Research, Business Process Improvement, Microsoft Excel, Microsoft Word, Public Speaking, Team Building, Leadership.
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