Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kim Duffy

Rosedale,BC

Summary

With over two decades of extensive experience at Concentrix, I have held various roles, including technical, training, and quality positions, often taking on mentorship and leadership responsibilities across diverse lines of business. My background extends to providing team leadership in support of major software/hardware vendors, where discretion, dependability, and professionalism are paramount. With seven years of client-facing experience, I excel in communication, maintaining excellent client relations, and diplomatically resolving concerns. Possessing strong leadership and decision-making skills, I am an adept team player, capable of making autonomous decisions and training, motivating, and supervising staff to maintain key metrics effectively. Known for organizational prowess, I manage schedules, multitask, and exhibit strong self-management, planning, reasoning, analytical, and organizational skills.

Overview

23
23
years of professional experience

Work History

Operations Manager

Concentrix
04.2022 - Current
  • Revenue Growth and Profitability: Successfully maintained and grew program revenue, ensuring profitability
  • Effectively managed revenue, margins, billing, seat utilization, and retention
  • Leadership and Team Management: Led a team of Team Leaders
  • Provided coaching, training, and development
  • Selected, trained, and managed the performance of direct reports
  • Fostered a positive work environment and resolved employee relation issues
  • Client Relationship Management: Oversaw client relationships, ensuring open communication
  • Understood client perspectives and monitored client satisfaction
  • Collaborated with Business Development to leverage and expand new business from clients
  • Operational Excellence: Analyzed and maintained Client Service Level Agreements
  • Implemented improvement plans as needed
  • Ensured compliance with active contracts
  • Defined corrective actions to meet operational performance
  • Continuous Improvement: Participated in cross-functional meetings
  • Reviewed information from operational support functions
  • Drove continuous improvement
  • Vendor Relationships and Industry Engagement: Maintained relationships with strategic vendors
  • Stayed abreast of industry trends through trade shows and related activities
  • Business Reviews and Reporting: Hosted regular business reviews
  • Communicated overall objectives through common reports
  • Held weekly meetings with functional leaders to review site operations.

Team Leader, Operations

Concentrix
09.2013 - 04.2022
  • Coached, developed, supervised, and mentored advisors to achieve and maintain service levels/customer satisfaction, and/or developed action plans to get advisors back on track
  • Conducted interviews for external new hires to maintain service levels and staffing requirements
  • Established a short-term to meet client customer escalations/case management
  • Launched client according to discussions with client and business team aligned to statement of work
  • Built and maintained the client relationships, lead cross functional teams to create staffing, training, and quality plans to fill coverage for program launch.
  • Enhanced quality legend to better capture attributes to measure agent quality effectively
  • Worked with the client to focus on social media channels and develop standard operating procedures to support
  • Managed conflict in the team by identifying, adapting, and building rapport
  • Established and enhanced processes to improve ticket handling prioritizations like exchanges, or activation issues to mitigate impact to average response time and to increase customer satisfaction
  • Partnered with client and internal business teams to launch and onboard line of business.
  • Onboarded and mentored a team leader to assist in handling the growing line of business
  • Responsible for providing monthly billing estimate and final billing with respect to headcount/hr
  • Projects/tasks of note (Integrity Team): For this line of business, the customer service is provided real-time virtually, WFM cannot be used, so I have managed schedules, at times down to 15-minute intervals to always ensure appropriate coverage, assigning team members to the following activities: guiding, content moderation, live operations, and live moderation

Subject Matter Expert (SME)

Concentrix
07.2001 - 09.2013
  • Worked for several clients as in technical, training, or quality assurance roles, on the phone or other medium in providing or obtaining new information regarding delivering or providing technical support to our customers
  • Attended technical conference calls and meetings with clients to promote new technical policies and processes internally
  • Helped develop contact services best practices for multiple vendors through business process workflow, and technical resolution materials
  • Have been able to switch, as required, from a technical role to a training role, to a quality role, and a mentor role as required even across multiple lines of business
  • Handled irate customers with patience and self-control, able to use effective language to calm irate customers
  • Analyzed, interpreted, and addressed customer’s needs in verbal and written communication, and communicated customer's needs to internal teams and management
  • Entered, retrieved, and updated data within various support related databases (Quality assurance, Call tracking, Parts order processing, etc software)
  • Experience in ramping new contracts, which is time critical, and sensitive to the needs of the organization and the clients through both training new staff, and providing operational support at go-live
  • Adapted quickly to change throughout the varying contracts support parameters, internal and external processes, deliverables, and metrics for the different lines of business and clients while being able to maintain the new performance metrics as described for each line of business/client
  • Provided exceptional customer experience for clients, customers, agents, peers, and management
  • Provided technical, quality, and soft-skill, proficiency evaluations to assist agents in improving their technical ability and troubleshooting skills
  • Provided quality assessment evaluations to assist agents in improving their customer experience ability and troubleshooting skills
  • Delivered quality technical resolutions in a timely manner by interpreting customer problems, developing a rapport with the customer, using empathy and strong listening skills, meanwhile researching available resources, and applying solutions in accordance with established guidelines and procedures
  • Handled supervisor calls in the absence of a team supervisor
  • Provided quality evaluations and investigated cases with poor customer satisfaction scores to determine areas in which an agent can improve and make recommendations for training areas
  • Able to train, motivate, and supervise agents, and senior staff, in how to maintain diverse key metrics (handle time, quality, resolution) effectively on calls, and other medium through coaching in one-on-ones, team exercises, or training via classroom training, and documentation materials, and e-mail

Education

General Studies - Criminology, Psychology, Sociology, Anthropology

University of The Fraser Valley
Abbotsford, BC

High School Diploma -

Chilliwack Senior Secondary School
Chilliwack, BC
06.1994

Skills

Business Skills

  • Twenty two years of experience within Concentrix through a variety of technical, training, and quality roles, often in a mentor or leadership role across multiple lines of business with an exceptional awareness of the contact centre industry and best practices
  • Experience providing team leadership in support of major software/hardware vendors where discretion, dependability, tact, professionalism, initiative, timeliness, thoroughness, sound judgement, confidentiality, privacy, and security concerns are all key factors in the execution of daily activities

Communication and Customer Skills

  • Excellent verbal and written skills across various medium (call, e-mail, manuals) with a variety of audiences (client management, team members, senior staff, internal management, and customers) in a client-facing role
  • Maintained excellent client relations and developed client/team/business rapport
  • Diplomatically resolved client, team leader and advisor concerns on as needed basis

Management Skills

  • Strong leadership and decision-making skills
  • Developed ability to work in a fast-paced atmosphere
  • An experienced team player, bringing enthusiasm and energy into group efforts
  • Ability to make decisions with little or no supervision
  • Able to train, motivate, and supervise staff, in how to maintain diverse key metrics (handle time, quality, resolution) effectively on calls, and other medium through coaching in one-on-ones, team exercises, or training via classroom training, and documentation materials, and e-mail

Organizational Skills

  • Able to manage daily/weekly schedule by evaluating current work queue, assessing tasks for priority processing, while ensuring that out standing tasks are addressed in a timely manner
  • Multi-task and follow pre-established processes on many active cases at one time, triaging as required
  • Strong self-management, planning, reasoning, analytical, and organizational skills

Languages

English

Timeline

Operations Manager

Concentrix
04.2022 - Current

Team Leader, Operations

Concentrix
09.2013 - 04.2022

Subject Matter Expert (SME)

Concentrix
07.2001 - 09.2013

General Studies - Criminology, Psychology, Sociology, Anthropology

University of The Fraser Valley

High School Diploma -

Chilliwack Senior Secondary School

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