Kim N.
Mid-Level Customer Service Team Manager
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Kim N. is a seasoned People Manager with 15 years of experience in customer service, specializing in leading and developing high-performing teams committed to operational excellence. At Amazon, Kim managed the Security, Risk, and Compliance sector by leading a team of auditors and deploying Standard Operating Procedures (SOPs) that streamlined processes across over 120 auditors. These initiatives supported compliance and enhanced quality, resulting in significant reductions in non-conformance rates. At JD Group Supply Chain, Kim managed customer service for 16 agents across two departments, resulting in a 53% reduction in damages and returns. An expert in data-driven decision-making, performance management, and coaching, Kim fostered a high-engagement team culture that prioritized empathy and accountability. Previously, Kim has held roles in inventory management and logistics, demonstrating strong escalation handling and cross-functional collaboration. With formal training from Benoni Technical College and Wits Business School, Kim continues to leverage insights to improve service delivery, achieving substantial efficiency savings and operational improvements.
Experience
Security Bar Raiser (SBR) Team Manager – Security, Risk and Compliance (SRC)
Amazon · 2020 — 2025Managed a team of 5 auditors focused on compensating controls for Customer Service, ensuring compliance with critical data handling and operating policies across 10 million contacts annually. Implemented a Standard Operating Procedure (SOP) program aimed at streamlining the creation and updates of SOPs within the SBR and VISA programs, which helped standardize processes for over 120 auditors. Facilitated monthly and quarterly operation business reviews, where data trends and insights were presented to business leaders, aiding in the identification and mitigation of risks. Established and launched an automated performance monitoring system for over 120 auditors, resulting in a significant reduction in manual hours and cost savings through collaboration with Business Intelligence Engineers and Program Managers. Conducted a proof of concept leading to the deployment of a new audit mechanism to validate Customer Service Agents' compliance during security validations, driving alignment with the CS director for operations support in taking decisions on non-conformance cases.Customer Service Manager
JD Group Supply Chain · 2017 — 2019Oversaw a team of 16 service agents across 2 departments that handled customer deliveries and reverse logistics, maintaining relationships with various stakeholders, including the Buying and Logistics Departments. Addressed the issue of damages and returns within the JD Group Supply Chain Division, facilitating negotiations and creating new Service Level Agreements (SLAs) to define acceptable returns criteria. Monitored the flow of returns, analyzed trends, and communicated findings to Head Office for manufacturer actions. Developed and executed standard operating procedures, and provided training to internal teams based on these new protocols.Inventory Planner
Rochester Home Furniture · 2014 — 2017Managed relationships with the Buying Department, Logistics Department, Industry Suppliers, Repair Agents, and Delivery Agents. Oversaw Rochester Home Furniture's purchasing strategy, maintaining a rolling procurement budget of R10 million while balancing stock levels on high-volume items. Conducted inspections of manufacturers to ensure quality compliance with established specifications. Assisted the Merchandise Buyer in designing and introducing new product lines. Responsible for monthly reporting on outstanding and overdue orders, and managed an Ordering Clerk to ensure timely placement and arrival of customer orders.Branch Helpdesk Manager
Ellerines Holdings – Logistics Division · 2011 — 2014Established centralized services for Ellerines Holdings Warehouse Logistics to support over 1200 stores and more than 12,000 employees in various areas, such as IT queries and inventory transactions. Collaborated with inventory clerks to reconcile variances between the company system and third-party logistics (3PL) systems. Managed departmental budgets and stationery orders across all warehouses. Conducted performance management activities, including disciplinary inquiries, and analyzed data between systems for reporting purposes. Designed training materials and processes for internal stakeholders and provided follow-up training in various locations.
Skills & Expertise
Education
- Business ManagementBenoni Technical College
- New Managers ProgramWits Business School
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