Kimberly Andrews
Conway
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Awesome selling service skills, and overcoming objections.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Contact Center Agent
Walker Advertising
04.2023 - Current
- Entered customer information into customized computer system with Wacool to document and organize client records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Assisted customers by answering questions and responding to inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Contributed to increased sales revenue by upselling products and services when appropriate during customer interactions.
Customer Service Representative
ROI Call Center Solutions
08.2022 - 02.2023
- Assisted customers via phone, chat, and email
- Placed orders for customers
- Refunded customers
- Replaced orders for customers
- Assisted customers with mobile app issues
Brand Specialist
Global Response
08.2021 - 02.2022
- Inbound calls
- Assisting customers' with placing orders, replacements for items received broken, price adjustments, tracking orders, returns, status of furniture items, requesting Certificate of Insurance, updating customers' information on orders, and any other questions or concerns customers' may have
- Building rapport with customers'
- First call resolution
- Responded to customers' via Email Support
- Successfully answered Inbound calls with Glady
- Documentation on orders and Glady
Customer Service Representative
ModSquad
10.2020 - 03.2021
- Outbound Lead Calls
- Create new tickets in Zendesk
- Respond to customer's queries in a timely and accurate manner via phone, email, chat
- Analyze and report product malfunctions
- Identifying customer needs and helping customers use specific features
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales, and Marketing teams
Customer Service Representative/Phone/Chat/Email
Working Solution- Michaels
02.2019 - 08.2020
- Receive and Promptly Respond to Customer Queries
- Document Issues and Resolutions
- Learn About New Products and Services
- Develop Customer Service Solutions
- Identify Possible Website Errors
- Place orders for customers
- Managed customer accounts in salesforce
- Resolved customer issues
- Give customers the status of their order
- Adjusted price for customer
- Reset the customer's password
- Multitasking- concurrently handled 2 chat conversations, phone, and email through Ingenious, CRM, and Salesforce
Reservation Specialist
Millennial Services
10.2019 - 03.2020
- Processes reservations by telephone
- Processes reservations from the sales office, other hotel departments, and travel agents
- Knows the type of rooms available as well as their location and layout
- Knows the selling status, rates, and benefits of all packages plans
- Knows the credit policy of the hotel and how to code each reservation
- Determines room rates based on the selling tactics of the hotel
- Prepares letters of confirmation
- Processes cancellations and modifications and promptly relays this information to the project manager
- Understands the hotel's policy on guaranteed reservations and no-shows
- Process advance deposits on reservations
Customer Service Representative
Working Solutions/ Tri-West Healthcare Alliance
02.2019 - 12.2019
- Takes appropriate measures to comply with HIPAA regulations to protect the privacy of customers' health information
- Documents all communications involving Veteran and provider contacts
- Uses critical thinking in problem-solving and follows established processes to assure quality program compliance
- Consistently meets department productivity and performance metrics to include regular and consistent attendance
- Accurately resolves VA and provider inquiries with a focus on first call resolution
- Gathered geographical preferences from veterans
- Gathered times of day that is convenient for the veteran
- Participates in cross-training, employee development, and flexible assignments to ensure business needs are met
- Consistently displays professional and courteous service skills to internal and external customers
- Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI)
- Gathered information from veteran to forward to the appointing team
- Answered calls via Nuance automatic dialer
- Updated customer information VMware
Customer Resolution Specialist
Washington Mutual Bank
08.1995 - 03.2003
- Answered inbound calls
- Tracked documents needed for funding
- Outbound Calls
- Maintained client interaction records
- Requested documents from different departments
- Updated customer accounts
- Ability to answer questions regarding closing requirements
- Receive loan file from Underwriting and assist in gathering additional documentation, if needed
- Maintain contact with clients throughout the loan process
- Tracked all requested documents and submitted complete loan applications to the Processing Department
- Ability to answer questions regarding closing requirements
- Knowledge of FHA & VA loans
- Experience with a loan operating system (Links Iv)
Education
High School Diploma -
Maranatha Christian School
Florence, SC06.1995
Skills
- Problem solver
- Team player
- Customer Service
- Call Center
- Customer Support
- Technical Support
- Troubleshooting
- Typing
- Live Chat
- Auditing
- Pricing
- Help Desk
- CRM Software
- Zendesk
- Salesforce
- VMWare
- IOS
- Windows
- Upselling
- Sales
- Communication skills
- English
- Cross functional team collaboration
- Negotiation
- Customer oriented
- Skilled problem solver
- Excellent web research skills
- Active listening skills
- Quick learner
- Motivated team player
- Positive and friendly
- Excellent work ethic
- Strong conflict resolution skills
- Upselling tactics
- Upselling skills
Certification
- Customer Service Certification, 02/19 - Present, Received certification after successfully completing the training. Working Solutions.
- HIPPA Certification, 02/19 - Present, Successfully completed HIPPA training received HIPPA Certification.
Personal Information
Work Permit: Authorized to work in the US for any employer
Awards
- Certificate of Excellence, 01/22
- 100% QA Score Certificate
Assessments
- Customer Focus & Orientation, Highly Proficient, 09/19, Responding to customer situations with sensitivity.
- Customer Focus & Orientation, Proficient, 09/20, Responding to customer situations with sensitivity.
QA award 6 months at 100 percent
For the last 28 cards which is 6 months of QA score card. I strive to give my all with hitting everything on my script to maintain my perfect score for the last 6 months. We get a card pulled 1 a week. Very proud of my self.
Timeline
Contact Center Agent
Walker Advertising
04.2023 - Current
Customer Service Representative
ROI Call Center Solutions
08.2022 - 02.2023
Brand Specialist
Global Response
08.2021 - 02.2022
Customer Service Representative
ModSquad
10.2020 - 03.2021
Reservation Specialist
Millennial Services
10.2019 - 03.2020
Customer Service Representative/Phone/Chat/Email
Working Solution- Michaels
02.2019 - 08.2020
Customer Service Representative
Working Solutions/ Tri-West Healthcare Alliance
02.2019 - 12.2019
Customer Resolution Specialist
Washington Mutual Bank
08.1995 - 03.2003
High School Diploma -
Maranatha Christian School
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