Kiersten Flemming
Eagan,MN
Summary
Dedicated Customer Service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty in a busy multitasking environment. Proactive and hardworking individual focused on continuous operational improvement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Optum, UnitedHealth Group
05.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Package Handler & Auditor
United Parcel Service, UPS
03.2018 - Current
- Used hand-held scanners to accurately track item movements.
- Assembled, sealed and loaded packages into correct containers.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Followed verbal and written instructions to properly move and ship products.
Beauty Advisor
Sephora
11.2017 - Current
- Processed payments, entering sales in register for prompt customer service.
- Maintained counter and display areas for cleanliness and organization.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Asked customers questions to determine, verify and solve common problems.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Experience Coordinator
Step Up Nutrition
02.2020 - 03.2023
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Reconciled daily sales, returns and financial reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided excellent customer service by resolving escalated problems and calmly responding to shifting priorities in a busy environment.
Customer Experience Coordinator
10th & Main Nutrition
07.2016 - 01.2018
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Reconciled daily sales, returns and financial reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided excellent customer service by resolving escalated problems and calmly responding to shifting priorities in a busy environment.
Group Sales Coordinator
Valleyfair Amusement Park
01.2016 - 10.2017
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Assisted Sales Account Executives with administrative tasks related to coordinating sales events both onsite & off site and supporting sales initiatives.
Education
Bachelor of Arts - Communications Emphasis in Health Communications
University of Minnesota - Duluth
Duluth, MN12.2015
Skills
- Administrative Management
- Problem Anticipation and Resolution
- Originality and Creativity
- Customer Relations
- Dependability
- Collaboration
- Active Learning
- Efficient Service
- Microsoft Excel
- Clerical Support
- Staff education and training
Additional Information
-Completed 7 half marathons
-Volunteer at Feed My Starving Children
-Volunteer at Loaves and Fishes
Timeline
Customer Service Representative
Optum, UnitedHealth Group
05.2023 - Current
Customer Experience Coordinator
Step Up Nutrition
02.2020 - 03.2023
Package Handler & Auditor
United Parcel Service, UPS
03.2018 - Current
Beauty Advisor
Sephora
11.2017 - Current
Customer Experience Coordinator
10th & Main Nutrition
07.2016 - 01.2018
Group Sales Coordinator
Valleyfair Amusement Park
01.2016 - 10.2017
Bachelor of Arts - Communications Emphasis in Health Communications
University of Minnesota - Duluth
Similar Profiles
Bridgett HendersonBridgett Henderson
Patient Care Coordinator Sr at Optum, UnitedHealth GroupPatient Care Coordinator Sr at Optum, UnitedHealth Group
Cristina TorresCristina Torres
Medical Assistant at Optum, UnitedHealth GroupMedical Assistant at Optum, UnitedHealth Group
Lisa PorterfieldLisa Porterfield
Executive Assistant at Optum, UnitedHealth GroupExecutive Assistant at Optum, UnitedHealth Group
KOLLU ESWARKOLLU ESWAR
MEDICAL CODER at Optum, UnitedHealth GroupMEDICAL CODER at Optum, UnitedHealth Group
Mindy PineMindy Pine
Freelancing Specialist at Self Employed ServicesFreelancing Specialist at Self Employed Services