1. Kimber Hayungs
Strategic Operations Manager: Making the complex – simple!
Empowering ideas, Expecting quality, and Executing with excellence
Professional Summary
Highly accomplished strategic leader with 15 years of success in building new organizations,
managing virtual teams, and leading enterprise wide technology projects. Expertise in challenging
thought, leveraging continuous improvement tools, and connecting seemingly unrelated concepts to
facilitate seamless execution.
Work Experience
Education
Consulting Manager (2014 - Current)
Verint
Develop strategy, vision, and execute Professional Services across Workforce Optimization software
with a team of Business Consultants.
• Lead a team to deliver both developed and custom services to help our customers
leverage software purchased and create value.
• Develop new packaged services based on customer and evolving industry trends
Provide onsite consulting for at risk customers in both process and software use.
• Personally engaged in saving a 3 mil renewal and selling a 4 mil upgrade order.
Sr Manager, Workforce Management (2008 - 2014)
Grainger
Develop strategy, vision, and execute Workforce Management practices for a Fortune 500 company
with 80,000+ daily customer service transactions.
• Designed organizational structure, job descriptions, and resourced new department.
• Delivered 3m in productivity savings over a 4 year time period
• Managed enterprise wide technology programs to improve efficiency by 10%
• Directly coached and mentored a team of 30 virtual analysts.
Operations Manager (2006 - 2008)
Grainger
Lead a contact center team of 4 supervisors and 3 team leads to deliver operational excellence and
development of 150 direct reports.
• Achieved aggressive service goals of 90% of calls answered within 20 seconds while
managing a payroll budget of 5.6m.
• Maintained industry best attrition rates of <15% through effective team member
development and satisfaction programs.
• SAP core team member developing and delivering SAT/UAT testing and training.
Contact Center – Various Roles (1992 – 2005)
Grainger
Delivered sales through service within a contact center environment.
• Responsible for hiring, managing performance, and coaching 21 direct reports while
delivering operational excellence. (Supervisor)
• First point of escalation for customer questions and answered 80 help phone calls daily
to support front line staff. (Team Lead)
M.B.A. Org. Development
Upper Iowa University
Summa Cum Laude
2002
B.S. Business Management
Upper Iowa University
Magna Cum Laude
1999
Contact
Technical Skills
Servant Leadership
References
Professional
Development
Address
2619 Green Creek, Cedar Falls, IA 50613
Phone
(319) 961-1605
Email
kimberhayungs@gmail.com
• Telephony systems: Avaya and Cisco
• SAP systems: ITC, HRP, ERMS, and CRM
• WFO systems: Verint 1360 and Blue Pumpkin
• Program lead for Customer Service
technology improvements. (Telephony, WFO,
and RightFax)
• Discovery Profile Course
• Lead of “Best Team” projects and deployments
for Customer Service
• Work Management deployment team
• Diversity and Innovation course
• Philippines Medical Missions Trip
• Love the Cedar Valley
• Christmas in Walnut
Brian Hopkins, Director
(334) 798-1039
Brian.Hopkins@hdsupply.com
Mark Hardy, Peer Leader
(630) 272 – 5747
Mhardy698@gmail.com
Bill Jenkins, Director (Customer)
(310) 628 – 4969
William.jenkins@grainger.com