Kabrina Wiggins

• Mitigated business risks by working closely with staff members and assessing performance
• Represented Iron Mountain executives in managing and de-escalating complex situations involving a diverse range of contracted B2B clients, ensuring effective resolution and maintaining strong business relationships
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement
• Addressed and resolved billing inquiries, ensuring accurate and timely communication with clients
• Facilitated cross-departmental collaboration to achieve prompt and effective resolutions to client issues, resulting in reduced SLA times and enhanced performance metrics
• Conducted thorough monitoring, review, and analysis of past cases and calls through Salesforce and Avaya to ensure compliance with company policies and industry standards
• Engage in contract discussions to clarify terms and ensure mutual understanding between the company and its clients
• Provided comprehensive support to customers utilizing data management, secure shredding, and records management services, addressing inquiries, troubleshooting issues, and ensuring seamless service

Accomplishments: Customer Satisfaction & Feedback

• Consistently achieved 100% Customer Effort Score (CES), Customer Satisfaction scores (CSAT), and Issue Resolution scores, demonstrating a strong commitment to customer advocacy and service excellence
• Recognized by customers for professionalism and support, with feedback such as:

"'Kabrina was wonderful to work with but the fact that our bill became soooo expensive was beyond frustrating."

"Kabrina was excellent. Customer service she provided was outstanding. Very much appreciated all her help."

• Collaborated closely with clients to understand their vision and translate it into functional and visually appealing web solutions
• Utilized modern web technologies and frameworks, such as HTML5, CSS3, JavaScript, and Node.js, to enhance website performance and improve user experience
• Conducted thorough testing and debugging to ensure cross-browser compatibility and optimal functionality
• Maintained and updated existing websites, implementing improvements and adding new features as requested
• Provided technical support and training to clients, ensuring they are able to manage and update their websites independently
• Coded websites using HTML, CSS, JavaScript, and jQuery languages.
• Enhanced user experience by implementing responsive web design and optimizing website performance.
• Migrated websites to new platform to minimize downtime and maintain seamless user experiences.
• Collaborated with cross-functional teams to deliver high-quality web products on time and within budget.

• Managed incoming calls from 15 to 30 clients daily interested in initiating the credit repair process, delivering comprehensive information and support throughout the engagement
• Organized and maintained client paperwork in a systematic and confidential manner, ensuring efficient record-keeping
• Developed and managed automated update sheets to track client progress in the credit repair process, ensuring real-time visibility into actions taken and status updates
• Communicated with existing clients about new laws and regulations in legislation that could impact their credit disputes, offering guidance and clarification
• Utilized various software and tools to streamline processes and optimize performance

• Managed and coordinated art exhibitions featuring 500 to 1,300 pieces, overseeing event logistics, curation, and installation while ensuring seamless execution through effective workflow management, database organization, and cataloging systems
• Travel to elementary schools, Primary schools and/or Preschools located in Georgia or surrounding states to display student's artwork in handcrafted frames, throughout the school
• Ensure effective and timely coordination with school staff to complete all tasks accurately and efficiently