Kimberly Lewis

I have over 15 years of experience working with a team to ensure that they are able to perform tasks during a phone interaction while staying compliant and meeting goals with a focus on a great customer service experience. 

Experience 

Title: Billing Support Supervisor | Team Leadership & Customer Experience Optimization   KellyConnect July 2016 – Feb 2025

Experienced Billing Support Supervisor with expertise in leading teams, optimizing service processes, and supporting OS and private systems. Skilled in escalation management, technical support, and billing operations, with a focus on resolving complex issues and improving efficiency. Proven track record in team training, process improvements, and ensuring policy compliance while fostering collaboration to achieve business goals.

• Team Leadership & Development:  Led a remote team of 18 billing support agents, providing strategic oversight, mentorship, and performance management to drive exceptional customer service and operational efficiency.  
• Escalation & Resolution Management: Managed high-priority billing escalations, ensuring prompt and accurate resolutions while maintaining a strong focus on customer satisfaction, retention, and compliance with company policies.  
• Performance Analytics & Optimization:  Designed and delivered comprehensive training programs, equipping team members with in-depth knowledge of billing systems, policies, and best practices to ensure service consistency and excellence.  
• Training & Continuous Improvement: Improved the store's local reputation and presence, driving new business and receiving positive Google reviews for proactive community engagement.

Experience 

Title: Billing Support Supervisor | Team Leadership & Customer Experience Optimization   KellyConnect July 2016 – Feb 2025

Experienced Billing Support Supervisor with expertise in leading teams, optimizing service processes, and supporting OS and private systems. Skilled in escalation management, technical support, and billing operations, with a focus on resolving complex issues and improving efficiency. Proven track record in team training, process improvements, and ensuring policy compliance while fostering collaboration to achieve business goals.

• Team Leadership & Development:  Led a remote team of 18 billing support agents, providing strategic oversight, mentorship, and performance management to drive exceptional customer service and operational efficiency.  
• Escalation & Resolution Management: Managed high-priority billing escalations, ensuring prompt and accurate resolutions while maintaining a strong focus on customer satisfaction, retention, and compliance with company policies.  
• Performance Analytics & Optimization:  Designed and delivered comprehensive training programs, equipping team members with in-depth knowledge of billing systems, policies, and best practices to ensure service consistency and excellence.  
• Training & Continuous Improvement: Improved the store's local reputation and presence, driving new business and receiving positive Google reviews for proactive community engagement.