Chimera Kami Hamlett
Rock Hill,SC
Summary
I am an results-oriented business key user with a number of years of experience, I am adept at pinpointing critical business needs to drive a successful employment of new systems and optimize operation efficiency.
Overview
28
28
years of professional experience
Work History
Customer Service Team Lead / BKU
Power Technique North America
06.2019 - Current
- Creating and Implementing Processes to ensure Customer Service is using the most efficient procedures
- Key users manage support requests using a central application that provides them direct access to additional information resources (for example, the expert community) while processing a request
- I can act in different roles (as coordinators, coaches, multipliers, and much more)
- They are often the first port of call for any questions and problems for both end users and IT
- Entering Service Contracts for Extended Protection
- Managed accounts
- Maintained phone sales, inquiries, order processing, verbal and written quotes, return goods authorizations, credit/debit requests, air shipments
- Develop a deep understanding of each client’s strategic philanthropic goals and manage client relationships with emphasis on client satisfaction, retention and revenue expansion
- Utilize the knowledge of clients’ corporate social responsibility and employee engagement program goals to advise clients on optimal usage of Resolute products and best practices to grow their programs
- Ensure client adoption post-launch, by coaching and training client users, and helping them maximize the value from their system
- Engage in open dialogue with clients regarding ways to continuously improve and expand user engagement, and to solicit feedback in order to improve our product
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for clients
- Monitor client health and satisfaction with their system and propose solutions for negative trends
- Help drive client references and case studies
- Identify, promote and communicate cross-sell and upsell opportunities
- Be responsible for management of client relationships, which includes things like attending to clients daily enquires, as well as longer-term needs, such as software enhancement projects and or program reviews
- Assist with clients’ unique reporting needs, as well as provide regular reports on standard metrics – gaining a deep understanding of our reporting tool will be necessary
- Participate as part of a team in software implementations for new clients, and enrichment projects for existing clients
Account Manager Representative
Excentri
06.2018 - Current
- Managed accounts
- Maintained phone sales, inquiries, order processing, verbal and written quotes, return goods authorizations, credit/debit requests, air shipments
- Develop a deep understanding of each client’s strategic philanthropic goals and manage client relationships with emphasis on client satisfaction, retention and revenue expansion
- Utilize the knowledge of clients’ corporate social responsibility and employee engagement program goals to advise clients on optimal usage of Resolute products and best practices to grow their programs
- Ensure client adoption post-launch, by coaching and training client users, and helping them maximize the value from their system
- Engage in open dialogue with clients regarding ways to continuously improve and expand user engagement, and to solicit feedback in order to improve our product
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for clients
- Monitor client health and satisfaction with their system and propose solutions for negative trends
- Help drive client references and case studies
- Identify, promote and communicate cross-sell and upsell opportunities
- Be responsible for management of client relationships, which includes things like attending to clients daily enquires, as well as longer-term needs, such as software enhancement projects and or program reviews
- Assist with clients’ unique reporting needs, as well as provide regular reports on standard metrics – gaining a deep understanding of our reporting tool will be necessary
- Participate as part of a team in software implementations for new clients, and enrichment projects for existing clients
Counselor I
Vocational Rehabilitation Department
02.2016 - 02.2017
- Developed and maintained community relationships
- Worked client referrals
- Ensured accurate, consistent and uniform compliance with SCVRD Client Services Policy
- Conducted informal vocational assessments
- Achieved individualized plan for employment
- Provided direct job placement and follow-up for clients
- Achieved Successful Employment Outcomes goals on a monthly pro-rated basis
Corporate Recruiter
ACA Talent
12.2014 - 01.2015
- Identified qualified candidates for ADT Security sales positions
- Utilized RPO (Recruitment Processing Outsourcing) to help distill the recruitment process
- Sourced through job boards and employment sites
- Made100+ calls a day
- Conducted in person and face-to-face interviews
Operations Coordinator/SAP Specialist
Schaeffler Group USA
02.2005 - 10.2014
- Submitted claim denial letters after assessing provider’s claims to regulations
- Trained employees as a SAP Key User
- Managed accounts
- Maintained phone sales, inquiries, order processing, verbal and written quotes, return goods authorizations, credit/debit requests, air shipments
- Reviewed and processed all online orders
- Sent detailed open order reports for all open orders to the vendor’s corporate office
- Created templates for internal Distributors and Industrial sales teams
- Conducted linear training, writing and CSR classes
- Received outstanding positive comments from team members on employee reviews and exceptional feedback from senior management
- Worked within IAS, MIPS, and SAP computer systems daily
- Developed a spreadsheet for management to improve company efficiencies and processes to determine where staff training was needed to improve productivity
- Troubleshooted claims after management reviews
- Maintained confidentiality
In-House Sales and Showroom Coordinator
Manning Brothers Food Service Equipment and Supply
01.2000 - 02.2005
- Answered customer phone calls regarding existing accounts
- Made requested changes to policy
- Responded to questions and concerns about service
- Escalated calls appropriately
- Consulted with customers to evaluate needs and determine best options
- Consistently improved customer satisfaction through expert resolution if conflict issues and concerns arose
- Processed inventory
- Input price changes
- Created invoices
- Purchased small wares and managed displays
- Assisted with outside sales and entered customer orders and bids
- Answered questions, responded to concerns and alleviated delicate situations with professionalism and sensitivity
Customer Service Representative
World Finance
01.1999 - 01.2000
- Processed loan applications
- Followed up with customers and their payments and reapplications
Customer Service Representative
The Bookworm
01.1997 - 01.1999
- Worked the showroom and was the purchasing agent for non-fiction books
- Interfaced with customers to identify needs, field questions and facilitated ticket sales
- Provided monetary transactions, and resolved issues as needed
- Coached and mentored new employees in customer service processes and company policies
Education
Master’s of Psychology -
University of Phoenix
01.2012
Bachelor of Science (BS) - Psychology
University of Phoenix
01.2010
Associate of Science (AS) - Psychology
University of Phoenix
01.2008
Associate of Arts - Psychology
University of Phoenix
Tempe, AZ06-2008
Skills
- Type60 wpm
- Proficient in Microsoft Office Systems
- Completed Excel training; Levels1,2 and3
- Exceptional problem-solving skills
- Project Specialist
- SAP Key User & Trainer
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Customer relations
- Order fulfillment
- Staff education and training
- Quality control
- Training development aptitude
- Complaint resolution
- Recordkeeping strengths
- Staffing oversight
- Interdepartmental communication
- Client engagement
- Multi-line phone talent
- Training materials
- Meeting facilitation
- Product location
- Company branding
- Account management
- Order management
- Customer service
- Customer service excellence
- Creative problem solving
- Team management
- Escalation handling
- Medical terminology
- Shipping procedures
- Interpersonal communications
- Team Training
- Telephone etiquette
- Performance evaluation
- Sales expertise
- Data management
- Customer account management
- Status updates
- Report preparation
- Feedback delivery
- Service standard compliance
- Key holder experience
- Receiving support
- Strategic sales
- Compliant resolution
- Organization and recordkeeping
- Inbound call answering
- Sales
- Call center experience
- Administrative support
- Relationship building
- Product sales
- Business development
- Needs assessment
- Willingness to learn
- Teamwork
- Teamwork and collaboration
Timeline
Customer Service Team Lead / BKU
Power Technique North America
06.2019 - Current
Account Manager Representative
Excentri
06.2018 - Current
Counselor I
Vocational Rehabilitation Department
02.2016 - 02.2017
Corporate Recruiter
ACA Talent
12.2014 - 01.2015
Operations Coordinator/SAP Specialist
Schaeffler Group USA
02.2005 - 10.2014
In-House Sales and Showroom Coordinator
Manning Brothers Food Service Equipment and Supply
01.2000 - 02.2005
Customer Service Representative
World Finance
01.1999 - 01.2000
Customer Service Representative
The Bookworm
01.1997 - 01.1999
Bachelor of Science (BS) - Psychology
University of Phoenix
Associate of Science (AS) - Psychology
University of Phoenix
Master’s of Psychology -
University of Phoenix
Associate of Arts - Psychology
University of Phoenix
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