Kimberly Bell
Barrie,Canada
Summary
Lean Six Sigma and ISO 9001 Auditor certified Call Centre leader with over 20 years of experience in global team leadership and process development. Proven track record of enhancing service quality and employee satisfaction through strategic improvements and data-driven insights. Expert in leveraging customer feedback and evolving needs to drive KPI enhancements and operational efficiency. Committed to fostering a culture of continuous improvement and excellence in service delivery.
Overview
24
24
years of professional experience
Work History
Sr. Manager; Global Quality Assurance & Efficiencies (Call Centre)
Tyco Safety Products (a div. of Johnson Controls)
05.2017 - 07.2023
- Designed and implemented a full cycle global Quality Assurance program resulting in a 54% increase in customer satisfaction and a 74% rise in employee satisfaction
- Led multi-process Kaizen projects that decreased average handle time (AHT) by 47%, optimized global agent availability and identified a proven method of knowledge gap assessment & training.
- Developed and delivered interactive Customer Service trainings across 4 global JCI brands. Created additional on-demand catalogue of individualized training as a means to ensure agents can access the resource needed to handle various common issues effectively
- Defined and oversaw all global satisfaction programs, including employee, customer, and sales team satisfaction initiatives. Analyzed quarterly survey data to drive targeted improvement activities, enhancing overall satisfaction and engagement levels.
Manager; DSC Technical and C24 Support
Tyco Safety Products (a div. of Johnson Controls)
02.2010 - 05.2017
- Managed a team of 46 service professionals across four business models, improving support efficiency and restructuring for enhanced performance
- Consolidated operational processes, achieving a seamless 24/7 support system across global Call Centre offices.
- Oversaw all aspects of employee management, including recruitment, performance management, and annual assessments.
- Led performance coaching and implemented performance improvement plans to enhance team effectiveness.
- Directly responsible for critical decisions regarding corrective actions, including terminations, ensuring compliance with company policies and legal regulations.
Sr. Credit & Collections Specialist
Tyco Safety Products (a div. of Johnson Controls)
11.2002 - 02.2010
- Responsible for credit granting and efficient collections of a $5M portfolio across three countries
- Developed and implemented an automated service termination process, resulting in $140K bad debt recovery.
- Introduced payment arrear thresholds and credit granting risk management to enhance process efficiency.
- Recovered $1.2M in vendor overpayment and billing errors through thorough legacy contract analysis.
- Led a Six Sigma project that generated an additional $350K in annual revenue.
- Defined Sarbanes-Oxley requirements for the global Credit/Collections department to ensure regulatory compliance.
Credit Supervisor
Citizen Watch Company
02.1999 - 10.2002
- Evaluated client creditworthiness through analysis of Equifax reports, managed credit granting and collections for major accounts, ensuring compliance with credit policies and optimizing cash flow.
- Managed credit granting and collections for major accounts, including large big box retailers and national jewelry companies, ensuring compliance with credit policies and optimizing cash flow.
Education
Senator O'Connor College School
Toronto, ONSkills
- Quality & Service Management
- Employee Engagement & Team Building
- Training Development & Delivery
- Performance Metrics & Data Analytics
- Innovative Risk Management
- Strategic Planning
- Operations Management
- Cross-Functional Teamwork
Related certifications
- ITIL Foundation Certification, 02/01/14
- ISO 9001:2008 Internal Quality Systems Auditor Certificate, 03/01/15
- ISO 9001:2008 Management Systems Auditing, 03/01/15
- LEAN Six Sigma Green Belt certification, 05/01/11
Languages
English
Native or Bilingual
Timeline
Sr. Manager; Global Quality Assurance & Efficiencies (Call Centre)
Tyco Safety Products (a div. of Johnson Controls)
05.2017 - 07.2023
Manager; DSC Technical and C24 Support
Tyco Safety Products (a div. of Johnson Controls)
02.2010 - 05.2017
Sr. Credit & Collections Specialist
Tyco Safety Products (a div. of Johnson Controls)
11.2002 - 02.2010
Credit Supervisor
Citizen Watch Company
02.1999 - 10.2002
Senator O'Connor College School
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