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Kimberly Delgado

Kimberly Delgado

Customer Service Representative

Followers of Kimberly Delgado431 followers
location of Kimberly DelgadoGreenfield Center, New York, United States

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  • Timeline

  • About me

    Injury Team Manager at State Farm Insurance

  • Education

    • Bridgewater State College

      1992 - 1997
      Business Administration and Management, General

      Activities and Societies: Phi Sigma Sigma

  • Experience

    • Putnam Investments

      Dec 1996 - Jul 1997
      Customer Service Representative

      Provided incoming 800 line customer service to mutual fund customers and brokers.

    • MassMutual Financial Group

      Jul 1997 - May 2012

      Responsible for day to day operations for a 150+ seat contact center with over 1M calls and over 20K emails answered annually. Successfully utilize workforce management strategies and forecasting tools to monitor staffing and scheduling to ensure attainment of service level agreements. Established department level reporting on business results to target and improve key performance metrics including quality, adherence and productivity. Conduct ongoing coaching, career development discussions and performance reviews for direct reports. Lead and support strategic projects. Show less

      • Associate Director

        Feb 2000 - May 2012

      • Customer Service Specialist

        Jul 1997 - Feb 2000

    • State Farm Insurance

      May 2012 - now
      Process Manager

  • Licenses & Certifications

    • FINRA Series 26

    • FINRA Series 6

    • Six Sigma Black Belt

    • Six Sigma Green Belt