Kimberly M.

Experience

• 

  GEICO

  Feb 1994 - now

  I managed a group of Control Center Specialists who provided real time solutions to call center management concerns, making decisions to route calls to other call centers and working directly with the telecommunications department to solve call routing issues. We managed the corporate call recording system from administration to reporting and troubleshooting system issues as well as monitoring and taking action on system capacity concerns. We managed the corporate outbound dialer system, creating and loading the packages, setting the dialing parameters, working with the business stakeholders to understand and implement business requirements, and providing troubleshooting for system issues. We provided reporting for all call center phone activity, call recording and outbound dialer. Show less

  • Staff Engineer

    Nov 2023 - now

  • Senior Systems Security Engineer

    Jul 2021 - Nov 2023

  • Cyber Security Awareness Leader

    Sept 2019 - Jul 2021

  • Cybersecurity Senior Project Planner/Scrum Master

    Oct 2016 - Aug 2019

  • Senior Project Planner/Scrum Master

    Jan 2015 - Sept 2016

  • Senior Applications Systems Analyst

    Oct 2011 - Dec 2014

  • Senior Technical Supervisor

    Jan 2005 - Oct 2011

  • Customer Service Supervisor

    Apr 1997 - Dec 2004

  • Auto Service Trainer

    Sept 1996 - Apr 1997

  • Licensed Insurance Agent

    Feb 1994 - Aug 1996