Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Julie Kirby

Old Forge,PA

Summary

Experienced professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

15
15
years of professional experience

Work History

Customer Service Representative II(Remote)

PPL Corporation
10.2023 - 05.2025
  • Provided exceptional customer service to a high volume of customers
  • Resolved customer inquiries and complaints in a timely and efficient manner, ensuring customer retention
  • Processed customer orders accurately and efficiently, meeting or exceeding daily targets
  • Managed escalated customer issues by effectively de-escalating situations and finding satisfactory resolutions
  • Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions
  • Received commendations from customers for exceptional service delivery and problem-solving skills
  • Managed a high volume of inbound calls while maintaining a professional demeanor and providing personalized assistance
  • Provided guidance to customers on self-service options available through the company website or mobile app
  • 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.

Customer Service Representative

PowerRail
03.2022 - 07.2023
  • Accurately and efficiently entered orders for items to be purchased via website, telephone, fax, and email.
  • Clarified and fulfilled customer requests/needs by presenting available selections of products and services with appropriate pricing and lead time.
  • Understood and responded to customer delivery needs by interfacing with internal personnel.
  • Prepared and transmited requests for customer quotes.
  • Maintained accurate customer information in database according to company procedures.
  • Maintained an updated computerized inventory to include price changes, new and deleted items, descriptions, as well as other related data.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Consumer Services Representative 3

Leopold and Stevens
02.2013 - 06.2021
  • Customer service, prepares, enters, tracks and expedites sales orders via phone, email and website.
  • Investigate, resolves, and follows up on customers complaints, troubleshoots and advises on complex issues or questions elevated from less experienced sales team members.
  • Communicates daily with multiple departments to provide data and information to support the sales planning process.
  • Coordinates cross-functionally to track purchases and troubleshoot issues.
  • Provides guidance to Sales Service Representatives on all aspects of order management, as well as address general product-related inquiries from customers
  • Collaborated with team members to ensure seamless communication and consistent service delivery.
  • Contributed to process improvements by sharing feedback from customer interactions with management teams.

Receptionist

Leopold and Stevens
06.2012 - 02.2013
  • Customer service, answering and prioritizing phone calls, greeting incoming and outgoing visitors and vendors, assisting and supporting multiple departments with various tasks while utilizing multiple contact channels
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Resolved customer problems and complaints.
  • Responded to inquiries from callers seeking information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
  • Operated multi-line telephone system to answer and direct high volume of calls.

Product Service Associate

Leopold and Stevens
09.2011 - 06.2012
  • Performed a variety of duties to support department functions and goals, including sorting and distributing mail, opening examining returned products and merchandise, paying close attention to customer complaints and meeting daily goals and deadlines
  • Maintained clean, organized and professional work environment.
  • Identified and processed damaged products according to procedures.

Invoicing Clerk/Office Associate

Walmart
06.2010 - 07.2011
  • Customer service, accounting, data entry, ran daily Oregon Department of Fish and Wildlife reports, ran inventory reports, daily sales reports for store and by Department, constantly managing multiple reports to check for any unauthorized discounts made at store level, ran invoicing for store, corporate and pharmacy as well as many other duties that would arise on a daily basis
  • Enhanced customer satisfaction by promptly resolving invoice-related disputes and discrepancies.
  • Maintained up-to-date client information in the invoicing system, reducing delays due to incorrect data.
  • Reduced errors in billing by meticulously reviewing invoices for accuracy and consistency.
  • Ensured compliance with industry regulations and company policies when generating invoices for clients.
  • Coordinated with other departments for smooth interdepartmental communication related to invoicing tasks.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Effectively managed vendor relations, resulting in timely deliveries and a reduction in supply chain issues.
  • Prepared detailed reports, presenting data clearly and concisely for upper management''s review.
  • Kept business, customer, and financial records current and accurate to stay on top of changing information and avoid lost data.
  • Cross-checked purchase order, receiving report and invoice to validate invoice accuracy before payment.

Education

Associate’s - Business

Solano Community College

Skills

  • Communication skills
  • Oracle
  • Administrative experience
  • Data entry
  • Order Management System
  • Front desk
  • Microsoft Office
  • Active listening
  • Customer relations
  • Payment processing
  • Professional telephone demeanor
  • Complaint resolution
  • Microsoft outlook
  • Follow-up skills
  • Order processing
  • Documentation
  • Administrative support
  • Prioritization
  • De-escalation techniques
  • Live chat support
  • Filing
  • Multi-line phone talent
  • Order fulfillment
  • Account updating

Additional Information

  • SKILLS
  • Self motivated Oracle Problem Solving Skills
  • Multi-Tasking Team Player Strong Detail Orientation
  • Listening Skills Communication

Timeline

Customer Service Representative II(Remote)

PPL Corporation
10.2023 - 05.2025

Customer Service Representative

PowerRail
03.2022 - 07.2023

Consumer Services Representative 3

Leopold and Stevens
02.2013 - 06.2021

Receptionist

Leopold and Stevens
06.2012 - 02.2013

Product Service Associate

Leopold and Stevens
09.2011 - 06.2012

Invoicing Clerk/Office Associate

Walmart
06.2010 - 07.2011

Associate’s - Business

Solano Community College

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Julie Kirby