ePerformax Contact Centers & BPO
Kim M. Sheppell's work experience includes a role as the Director of Strategic Learning and Development at ePerformax Contact Centers & BPO, where they oversee the leadership learning portfolio for over 2K leaders and develops leaders at various levels. Kim also established a learning consulting team to align with the business. Prior to this, they worked as a Manager of Strategic Learning and Development at the same company, where they established a consulting and analytics team, created a leadership development program, and restructured the L&D department to a centralized model. Kim also has experience as a Learning Design Consultant, where they worked with various companies to design instructional and non-instructional interventions to improve performance. Previously, they served as the Chief Education Officer at Radical Learning, LLC and as the VP of Operations and Development at Generations Healthcare.
Kim M. Sheppell holds a Master's Degree in Learning Design and Technology from Purdue University - The Graduate School. Kim also obtained a Master's Degree in Teaching from Saint Elizabeth University. Additionally, Kim has a Bachelor of Science degree in Finance from Fairfield University. Kim has further certifications in various educational areas such as Agile Instructional Design, Articulate Storyline, Microlearning, Storyboarding, Measuring Learning Effectiveness, Customer Service, and Using Questions to Foster Critical Thinking and Curiosity.
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ePerformax Contact Centers & BPO
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ePerformax is a high-performing contact center & BPO that provides world-class, omnichannel service and support to a select group of Fortune 1000 companies and their customers. As one of the first contact centers in the Philippines in 2002, ePerformax has strategically expanded our client base and now proudly employees over 6,500 team members at three operating locations and one provincial recruiting and training center. The extensive and comprehensive training conducted ePerformax produces empowered, consultative, and skilled customer service agents to handle complex interactions, while providing an effortless customer experience via phone, email, chat, social media, and instant messaging. ePerformax's dedication to performance and building strategic partnerships with our clients is based on shared values, including: • Performance versus price-only orientation • Customer focused • Sharing of best-practices • Continuous learning and innovation • Commitment to training and employee development • Brand enhancement These strategic partnerships focus on translating each client's business objectives into measurable KPMs for continuous improvement and an effortless experience, driving both brand loyalty and lifetime value, and providing voice of the customer insights to enhance the customer experience. Programs and Services include: • Customer Service and Account Support • Escalations • Billing and Payment Support • Technical Support • Product/Service Support • Website Navigation Support • Inbound Sales and Order Entry • Travel Reservations • Outbound/Inbound BTB Programs • Quality Monitoring Programs • Web and Data Mining • Social Media Support • Fraud Prevention/Account Integrity • Content Moderation ePerformax is experienced in the areas of wireless/telecommunications, financial/card services, digital payment systems, e-commerce/retail, travel/reservations, and healthcare.