Jessica Kimbro
Covington,GA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative/Case Specialist
Bakkt/Wellsfargo
03.2024 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Responded to customer calls and emails to answer questions about products and services.
- Proactively identified potential problems or obstacles related to customer needs before they arose.
- Make outbound calls to give customer case resolution
Senior Customer Service Representative/ IST Agent
Bakkt/Wellsfargo
02.2022 - 02.2024
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
- De-escalating calls
Customer Service Representative
Bakkt/Wells Fargo
05.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Machine Operator
Hitachi Automotive Systems Americas
01.2017 - 04.2021
- Operated machining equipment safely with team of operators.
- Operated multiple machines simultaneously to meet production requirements.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Complied with company and OSHA safety rules and regulations.
- Set up and adjusted equipment and properly configured machines for daily operation.
Production Assistant
Bard Medical
02.2014 - 01.2017
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Stayed alert, active, and ready to respond to any request at any time using variety of available resources.
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
Customer Service Representative Lead
Pure Talk USA
02.2011 - 01.2014
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Access timesheets and payroll.
Shift Manager
Churches Chicken
01.2008 - 01.2011
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
Education
Associate of Arts -
Strayer University
Lithonia, GASkills
- Customer Relationship Management
- Customer Service
- Account Management
- Status Updates
- Issue Resolution
- Customer Retention
- Strong Leadership
- Maximizing Coverage
- Training Programs
- Workflow Schedules
Timeline
Senior Customer Service Representative/Case Specialist
Bakkt/Wellsfargo
03.2024 - Current
Senior Customer Service Representative/ IST Agent
Bakkt/Wellsfargo
02.2022 - 02.2024
Customer Service Representative
Bakkt/Wells Fargo
05.2021 - 02.2022
Machine Operator
Hitachi Automotive Systems Americas
01.2017 - 04.2021
Production Assistant
Bard Medical
02.2014 - 01.2017
Customer Service Representative Lead
Pure Talk USA
02.2011 - 01.2014
Shift Manager
Churches Chicken
01.2008 - 01.2011
Associate of Arts -
Strayer University
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