Kemly Jiménez Green

About Kemly Jiménez Green

As a marketing, communications, and customer service professional with over 20 years of experience, I developed a diverse set of skills and knowledge that allows me to thrive in fast-paced environments. My passion for serving customers and delivering results has driven me to excel in various roles, from managing customer service teams to creating and executing successful marketing campaigns. In addition to my expertise in marketing and customer service, I am also a Spanish-English freelance translator. I bring a strong command of both languages and a deep understanding of cultural nuances to my work, ensuring that my translations are not only accurate but also culturally appropriate. Throughout my career, I consistently demonstrated my ability to build strong relationships with clients and colleagues, adapt to changing circumstances, and consistently deliver high-quality work. Whether I am leading a team, crafting communication strategies, or translating a document, I approach each task with enthusiasm, creativity, and attention to detail. I consider myself to be a team player, a mentor, and a guide to help others achieve their best. I am tenacious, resourceful, and resilient and I encourage those around me to be the same. Plus, I am a “get-it-done” kind of person who always rolls up my sleeves to tackle critical projects head-on. Growing up in Costa Rica, the happiest and most sustainable country on earth, shaped my outlook on life and helps me easily understand different cultures and personalities, and molded my belief that little details matter. If you\'re looking for a marketing, communications, or customer service professional with a proven track record of success, as well as a skilled translator, I would welcome the opportunity to connect with you. Feel free to contact me at K••••••••@gmail.com.

Experience

1. Manager of Customer Service

   Hillsborough Transit Authority Hart

   Jan 2014 — Present · Tampa/St. Petersburg, FL, US

   I started my career at HART as a Community Relations Coordinator and I was quickly promoted into a management position where I lead the Call Center and the Paratransit teams. This position requires powerful communication skills to keep the team informed and motivated, outstanding priority management techniques to tackle multiple customer requests, and empathy with team and customer challenges. I also served as Interim Director due to my successful track record and my demonstrated commitment to excellence. In this role, I lead customer-focused teams including Marketing, Communications, Community Engagement, and Customer Service. •Formulate and implement technology and call center initiatives. Including the integration of a new customer management system creating a robust and effective customer request tracking and resolution.•Implement training and design processes for process improvement opportunities.•Foster an inclusive work environment promoting team engagement, development, and collaboration.•Maintain high levels of performance for customer service metrics including accuracy, hand ratio, quality, handle time, queue time, and first call resolution.•Handle escalations, and investigate and resolve a wide range of customer complaints.•Lead and trained the Travel Training Team dedicated to teaching students with disabilities how to independently navigate local transit. •Serve as ambassador, and responsible for the public perception of the agency.•Develop partnerships with local businesses and community organizations to establish programs and promote ongoing efforts to enhance community relations.•The position involves developing communication strategies; understanding the importance of timing and setting; and crisis communications.

Education

• Universidad de Costa Rica

  B.A.

• University of South Florida

  Management and Supervision