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Kimberly Valdivia-Melgar has a diverse work experience in the customer service operations field. Kimberly is currently serving as the Director of Customer Service Operations at Finance of America Reverse since 2023. Prior to that, they held the same position at American Advisors Group starting from 2020. Kimberly also held various roles at American Advisors Group, including Customer Service Operations and Development Manager from 2019 to 2020, Customer Service Support Supervisor from 2018 to 2019, and Sales and Training - Customer Service from 2016 to 2018. Before working at American Advisors Group, they served as a Training Supervisor at Western Dental Services from 2009 to 2015. At Western Dental Services, they were responsible for planning, developing, and administering training programs for newly hired agents, as well as counseling and coaching employees.

Kimberly Valdivia-Melgar earned a Bachelor of Business Administration (B.B.A.) degree in Arts, Entertainment, and Media Management from California State University, Fullerton, between 2011 and 2014. Kimberly also obtained certifications in Call Center Sigma Green Belt and Call Center Sigma Yellow Belt from Insite Managed Solutions, LLC - The Contact Center Experts. The specific dates of obtaining these certifications are not provided.