Kimberly Neace
OSWEGO
Summary
Adept at spearheading project implementations and enhancing customer relationships, I significantly boosted client satisfaction at Sprint through effective communication and meticulous project planning. My expertise in Salesforce and a strong foundation in cross-functional teamwork underscore my ability to resolve complex issues with patience and empathy, ensuring seamless operations and positive outcomes.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Office Manager
Audio Video Surveillance, LLC
03.2024 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Manger, Migration Implementation Partner
TEKsystems
03.2021 - 11.2022
- Led team of professionals in high-stakes projects, ensuring timely completion and exceeding client expectations.
- Fostered collaborative work environment, encouraging cross-functional teams to achieve common goals.
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Monitored partner performance and provided feedback on areas of improvement.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Prepared and presented reports on status of projects and initiatives.
- Cultivated a positive work environment within the firm by promoting collaboration among colleagues.
Implementation Project Manager
Sprint
04.2002 - 08.2020
- Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
- Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
- Facilitated smooth transitions by conducting hands-on training sessions with end-users during device rollouts or process changes.
- Directed large-scale development and implementation of devices and multiple solutions to meet business needs and build client loyalty.
- Developed project plans identifying key issues, approaches and performance metrics.
- Resolved implementation and operation issues with product manufacturers.
- Improved client satisfaction with thorough requirement analysis and timely communication of progress updates.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Led post-implementation reviews to identify areas for improvement in future projects, contributing valuable insights for ongoing optimization efforts.
- Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
Government Sales Support
Nextel Communications
09.2001 - 04.2002
- Provided exceptional customer service to existing clients, ensuring satisfaction and repeat business.
- Established a reputation as a trusted advisor among clients by providing valuable insight into industry trends and challenges facing their agencies today.
- Facilitated seamless communication between internal departments, expediting proposal development and submission timelines.
- Generated detailed reports on sales activities regularly which helped senior management in making well-informed decisions.
- Attended industry conferences and networking events, fostering connections with potential government clients.
- Serviced existing accounts on regular basis to maximize revenue.
- Clarified customer requests, forwarded product information and answered questions to support sales operations.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
- Demonstrated products and specific features at customer locations and special events.
- Used Salesforce to maintain company database with essential account and sales information.
Customer Care Team Lead
Nextel Communications
10.1999 - 09.2001
- Streamlined team processes for improved productivity and better resource allocation.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Billing, Account Mods, Retention and Credits Team.
- Recognized outstanding achievements among team members through structured reward programs.
- Implemented quality assurance measures to maintain high standards of customer care services.
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
- Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
- Navigated multiple computer systems and applications to find information.
Retention/Escalation Specialist
Nextel Communications
07.1998 - 10.1999
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Fulfillment/Account Modifications Representative
Nextel Communications
11.1996 - 07.1998
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Pulling inventory, editing sales orders to ensure they were error free.
- Quick and accurate activation of services.
- Complete commission reconciliations to ensure accurate payment to sales.
Infant/Child Care Worker
Gerard Center/Catholic Charities
01.1993 - 06.1996
- Supervised & trained volunteers
- Maintained contact with Doctors, Health Department, DCFS, Public Aid & Schools regarding teen mothers progress and identify areas of desired improvement.
- Educated teens on budgeting skills, independent living & child care.
- Assisted with caring for infants while teens were at school/work.
- Assisted children with special needs by effectively implementing accommodations for their success in various tasks.
- Managed daily routines, including meal preparation and nap times, ensuring a structured and nurturing environment for the children.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Maintained a safe and clean environment for the children by adhering to health and safety protocols.
Education
High School Diploma -
Downers Grove South High School
Downers Grove, ILSkills
- Issue resolution
- Time management
- Multitasking and organization
- Goal oriented
- Verbal and written communication
- Patience and empathy
- Complex Problem-solving
- Knowledgeable in Microsoft Office, Salesforce, Teams, Slack
- Cross-functional teamwork
- Project implementation
- Project planning
- Customer relationship management (CRM)
Certification
Certificate October 2022 = Udemy - Beginner Project Management Course
MS Office Certificate 1996 - Advanced Careers
Timeline
Office Manager
Audio Video Surveillance, LLC
03.2024 - Current
Manger, Migration Implementation Partner
TEKsystems
03.2021 - 11.2022
Implementation Project Manager
Sprint
04.2002 - 08.2020
Government Sales Support
Nextel Communications
09.2001 - 04.2002
Customer Care Team Lead
Nextel Communications
10.1999 - 09.2001
Retention/Escalation Specialist
Nextel Communications
07.1998 - 10.1999
Fulfillment/Account Modifications Representative
Nextel Communications
11.1996 - 07.1998
Infant/Child Care Worker
Gerard Center/Catholic Charities
01.1993 - 06.1996
Certificate October 2022 = Udemy - Beginner Project Management Course
MS Office Certificate 1996 - Advanced Careers
High School Diploma -
Downers Grove South High School
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