Kim Gates brings eight years of EBP experience and fourteen years of Call Center and Payment Research experience to eCom Advisors. Kim is an expert on Bill Payment inbound call centers, customer care operations and executive escalations. She is highly regarded for her comprehensive experience with payment research, duplicate payment resolution, and back office operations.

Kim has extensive experience in operational efficiency improvement, process re-engineering and customer satisfaction improvement.

Kim helps our clients improve customer satisfaction, reduce claims, and reduce contact rates. She provides first hand experience on managing an EBP Call Center, properly handling customer and executive escalations, and how to better manage core functions of Customer Service in the e-Commerce industry. Her expertise often results in substantial cost savings for our clients.

Prior to eCom Advisors, Kim held leadership positions for eight years at CheckFree. Most recently she was Senior Manager of Customer Care, with responsibility for 200 associates. She led the Inbound Call Center, Payment Research, Problem Resolution, Executive Escalation, Duplicate Payment Error Resolution and dedicated Chase Bank teams.

As Senior Manager, Kim worked extensively with major banks, such as Chase, Wells Fargo, Fifth Third, Nationsbank (now Bank of America) and others to improve their customer satisfaction rates and improve the quality of payment resolution. Kim also created and directed a team of highly skilled analysts to work within Regulation E standards to research and resolve fraudulent or duplicate payment claims.