Kim Simpson
Sr. Customer Support Manager at Gridwise- Claim this Profile
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Topline Score
Bio
Rachel Rosendhal
I have never had a manager who made me feel like my hard work was as appreciated and that my overall well-being was a priority as much as Kim. She is organized, understands company needs, is there when she's needed to an above-and-beyond degree, is open to ideas and suggestions, and cares about the company and each individual employee working for it.
Karina Munoz
Kim is pleasant and approachable and works quickly to diffuse any crisis. She has been the MVP on many an occasion and motivates her team with her drive and dedication. She is confident, smart, and inspires me to reach beyond my potential. I am always in awe of her and how she excels at everything that comes her way.
Rachel Rosendhal
I have never had a manager who made me feel like my hard work was as appreciated and that my overall well-being was a priority as much as Kim. She is organized, understands company needs, is there when she's needed to an above-and-beyond degree, is open to ideas and suggestions, and cares about the company and each individual employee working for it.
Karina Munoz
Kim is pleasant and approachable and works quickly to diffuse any crisis. She has been the MVP on many an occasion and motivates her team with her drive and dedication. She is confident, smart, and inspires me to reach beyond my potential. I am always in awe of her and how she excels at everything that comes her way.
Rachel Rosendhal
I have never had a manager who made me feel like my hard work was as appreciated and that my overall well-being was a priority as much as Kim. She is organized, understands company needs, is there when she's needed to an above-and-beyond degree, is open to ideas and suggestions, and cares about the company and each individual employee working for it.
Karina Munoz
Kim is pleasant and approachable and works quickly to diffuse any crisis. She has been the MVP on many an occasion and motivates her team with her drive and dedication. She is confident, smart, and inspires me to reach beyond my potential. I am always in awe of her and how she excels at everything that comes her way.
Rachel Rosendhal
I have never had a manager who made me feel like my hard work was as appreciated and that my overall well-being was a priority as much as Kim. She is organized, understands company needs, is there when she's needed to an above-and-beyond degree, is open to ideas and suggestions, and cares about the company and each individual employee working for it.
Karina Munoz
Kim is pleasant and approachable and works quickly to diffuse any crisis. She has been the MVP on many an occasion and motivates her team with her drive and dedication. She is confident, smart, and inspires me to reach beyond my potential. I am always in awe of her and how she excels at everything that comes her way.
Credentials
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Ready to Lead
RealPage, Inc.Mar, 2021- Nov, 2024
Experience
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Gridwise
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Software Development
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1 - 100 Employee
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Sr. Customer Support Manager
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Oct 2022 - Present
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Ribbon
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United States
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Real Estate
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1 - 100 Employee
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Customer Support Manager
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Jun 2022 - Oct 2022
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Product Support Manager
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Jun 2021 - Jun 2022
* First member of the Product Support Team.* Created processes to streamline triaging bugs and feature requests to engineering and product teams.* Set up JIRA form to gather information from internal teams on issues and bugs. * Established SLAs and managed expectations of Product Support Representatives. * Set expectations on creating and updating troubleshooting documentation.
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ClickPay
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United States
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Real Estate
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1 - 100 Employee
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Customer Support Manager
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Sep 2015 - Jun 2021
* Launched call center in Cebu, Philippines and successfully onboarded and trained 70 agents. * Oversaw total team of 50 both on-shore and off-shore. * Effectively managed help center, resulting in a 20% decrease in volume. * Wrote and implemented standard operating procedures (SOPs) for customer support and product usage. * Established monthly key performance indicators (KPIs) and regularly monitored team's performance. * Created an interactive help center via WalkMe to automate customer support. Show less
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JPMorgan Chase & Co.
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United States
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Financial Services
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700 & Above Employee
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Teller
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Oct 2014 - Sep 2015
* Balanced Automated Teller machines and cash drawers daily totaling over $100,000. * Processed 30+ transactions per hour. * Up-sold customers by informing them of new credit card opportunities, resulting in at least 10 new credit cards opened per month. * Maintained existing relationships and created new ones with customers. * Mentor to 3 new bank tellers. * Balanced Automated Teller machines and cash drawers daily totaling over $100,000. * Processed 30+ transactions per hour. * Up-sold customers by informing them of new credit card opportunities, resulting in at least 10 new credit cards opened per month. * Maintained existing relationships and created new ones with customers. * Mentor to 3 new bank tellers.
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ShopRite
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Food and Beverage Services
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700 & Above Employee
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Office Manager and Bookkeeper
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Aug 2011 - Jun 2015
* Promoted to office management from cashier in 6 months. * Trained over 20 new cashiers and office management staff. * Created weekly cashier schedules for 30 cashiers. * Maintained accurate payroll for cashiers and office staff through Kronos. * Associate of the month (June 2012 and September 2014). * Promoted to office management from cashier in 6 months. * Trained over 20 new cashiers and office management staff. * Created weekly cashier schedules for 30 cashiers. * Maintained accurate payroll for cashiers and office staff through Kronos. * Associate of the month (June 2012 and September 2014).
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Education
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St. Thomas Aquinas College
Communication and Media Studies
Community
