Kymberly Fenn
Albany,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Accomplished in providing unsurpassed support to demanding customers. Committed to maintaining professional relationships to increase profitability and drive business results, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations. Offering eleven years of experience in customer service, and over 22 years in management.
Overview
41
41
years of professional experience
Work History
Associate Customer Service Representative
Wayfair LLC
Boston, MA
08.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating
- Handled over 45+ calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Customer Service Representative
Amazon.com VCS
Leesburg, GA
04.2017 - Current
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Mentored peers from several teams in F3 OU.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Entered customer interaction details in CSC to track requests, document problems and record solutions offered.
- Leveraged sales expertise to promote Amazon programs such as AmazonFresh, Prime Now, Whole Food, Prime memberships and others to capitalize on upsell opportunities.
- Answered customer telephone calls, emails and chats promptly and in appropriate manner.
- THIRVE Graduate Q2 2019
- Week 1- 24 combined PRR average of 94.01%
Manager
KBS America
Maumee, OH
11.2010 - 08.2016
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Set and managed schedules to give proper coverage to required areas and meet customer service demands.
- Oversaw and optimized work of eight maintenance employees performing high-quality janitorial work.
Owner Sole Proprietor
Fennishing Touch Fine Arts And Supplies
Appleton, , New York
01.2008 - 08.2016
- Managed 10-22 employees.
- Picking, packing, and shipping of orders, up to 150 packages each day.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Monitored social media and online sources for industry trends.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues
- Created and monitored promotional approaches to increase sales and profit levels
- Reconciled daily sales, returns and financial reports in QuickBooks
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory
- Trained and motivated employees to perform daily business functions
- Optimized team hiring, training and performance
- Set, enforced and optimized internal policies to maintain responsiveness to demands
- Devised processes to boost long-term business success and increase profit levels
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs
- Founded and managed custom and handmade home decor business, growing revenue to $527.000.00 in first year
- Discovered areas of improvement by generating quarterly operational and sales reports
- Cultivated forward-thinking, inclusive and performance-oriented business culture to lead industry in innovation and push progress
Quality Assurance Lab Technician
Mayer Brothers Apple Products
Appleton, NY
02.2002 - 11.2007
- Completed recordkeeping, filing, and data entry duties.
- Performed internal audits of laboratory, including both technical and quality systems audits.
- Maintained necessary level of communications between shifts.
- Set up and verified functionality of safety equipment.
- Ensured that all health and safety guidelines were followed.
- Maintained quality assurance and customer satisfaction objectives.
- Made sure that products were produced on time and are of good quality.
- Monitored product standards and quality-control programs.
- Set and monitored product standards, examining samples of raw products and processing tests, to ensure quality of all finished products.
Quality Engineer
Apex Engineering
Oshawa, Ontario
05.1987 - 11.2002
- Facilitated process improvements resulting in decreased errors.
- Contributed to root cause analysis to determine core reason for failures and errors.
- Demonstrated product and quality expertise in product inspections.
- Developed training protocols in alignment with company quality standards and ISO 9000 regulations.
- Utilized knowledge of ISO 9000 standards to develop action plan for company certification.
- Supported quality team members during corrective action updates.
- Performed quality inspections and drafted reports to detail non-conforming material issues.
- Collaborated with management and inspectors to ensure adherence to quality standards.
- Coordinated with quality control staff to complete inspections.
- Built strong rapport with team members, management and clients to facilitate efficiency and productivity.
- Collaborated successfully with cross-functional development teams to design and manufacture new products.
- Wrote protocols, qualification documents, test plans and test reports for quality assurance purposes.
- Facilitated quality process improvements, decreasing overall errors to zero tolerance
- Participated in multi-disciplinary defect reviews to discern and address root causes
- Escalated concerns about project and process quality, referring discovered issues to engineering manager for correction
- Produced reports on diagnostic outcomes, non-compliance issues and other negative factors discovered during production
- Researched and investigated project requirements
Education
Bachelor of Business Science -
York University
Toronto, Ontario1987
Associate of Applied Science - Business Management
York University
Oshawa, Ontario1985
High School Diploma - undefined
LCCVI
Petrolia, Ontario1979
Skills
- Data entry
- Computer proficient
- Multi-line phone talent
- Staff education and training
- Training development aptitude
- Complaint resolution
- Professional telephone demeanor
- Good listening skills
- Quick learner
- Creative problem solving
- De-escalation Techniques
- Customer Data Confidentiality
- Understanding Customer Needs
Accomplishments
Achieved top performer in Dec 2021 and Feb 2022
Awarded Employee of the month for Feb 2022
Timeline
Associate Customer Service Representative
Wayfair LLC
08.2021 - Current
Customer Service Representative
Amazon.com VCS
04.2017 - Current
Manager
KBS America
11.2010 - 08.2016
Owner Sole Proprietor
Fennishing Touch Fine Arts And Supplies
01.2008 - 08.2016
Quality Assurance Lab Technician
Mayer Brothers Apple Products
02.2002 - 11.2007
Quality Engineer
Apex Engineering
05.1987 - 11.2002
Bachelor of Business Science -
York University
Associate of Applied Science - Business Management
York University
High School Diploma - undefined
LCCVI