CYRENA KIMMEL
Edgewater,USA
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Has a dedicated home work environment, hard wired internet and a quiet work space.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Wire3
05.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call queues, ensuring timely responses to customer requests.
- Implemented feedback mechanisms to enhance customer satisfaction initiatives.
- Collaborated with cross-functional teams to streamline service processes.
- Maintained accurate records of customer interactions using CRM software.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Specialist III
TicketNetwork
10.2017 - Current
- Resolved escalated customer issues quickly and efficiently while adhering to company policy.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained relationships with customers, finding resolutions to issues they were experiencing.
- Troubleshooted IT issues
- Internal Customer service chats assisting other agents and customers with complex issues
- Assisted with mentoring new employees during and after training.
- Followed up with customers regarding product functionality and overall satisfaction.
- Documented all interactions with customers accurately in accordance with established protocols.
- High volume inbound chats and calls
- Resolved customer complaints promptly and efficiently.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Conducted regular follow-up calls with customers after resolving their issues.
- PCI compliant
Customer Service
Toys R Us
08.2014 - 10.2017
- Cahier
- Opener
- Closer
- Stock
- Electronics Associate
- Returns
- Remote office setting
- Data entry
- Processed payments
- Fluent in company policies
Customer Service Agent
Jewelry Televison
08.2002 - 11.2007
- Managed workload independently with minimal supervision from team lead or manager.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.
- High volume call center
- Data entry
- Processed payments
- Fluent in company policies
- PCI compliant
Education
Associate of Science - Health Science
Goodwin College
East Hartford06.2014
Skills
- Customer Service and Assistance
- Call Centers
- Customer Order Management
- Good Communication Skills
- Remote office skills
- Excellent Written and Oral Communication
- Telephone Etiquette
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Microsoft Office Suite
- Data collection
- Technical support
- Quality control
- Clerical support
- Live chat support
- Customer education
- CRM software proficiency
Timeline
Customer Service Representative
Wire3
05.2025 - Current
Customer Service Specialist III
TicketNetwork
10.2017 - Current
Customer Service
Toys R Us
08.2014 - 10.2017
Customer Service Agent
Jewelry Televison
08.2002 - 11.2007
Associate of Science - Health Science
Goodwin College
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