KIMBERLY ESTER
Little Rock,AR
Summary
Experienced with managing high call volumes and resolving customer inquiries promptly and professionally. Utilizes effective communication and active listening to understand and address customer needs. Knowledge of using CRM systems and call center software to streamline processes and enhance customer experience.
Overview
13
13
years of professional experience
Work History
Contact Center Agent II
Arkansas Federal Credit Union
10.2023 - Current
- Always provide splendid customer service to customers in a friendly and courteous manner.
- Have sufficient knowledge about banking products and services and respond to all inquiries accordingly.
- Ensure that all the bank’s policies and procedures, code of conduct, and regulatory guidelines are strictly complied with during discharging duties.
- Inform and suggest new banking products to customers.
- Provide information to customers on their account status and account balances.
- Open and close bank accounts
- Originate loan applications
Customer Service Advocate
Verizon Wireless
08.2012 - 08.2023
- Provide elevated customer experience to generate a loyal customer base.
- Investigate and resolve customer inquiries and complaints promptly and empathetically.
- Build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty.
- Mentor junior team members and provide training on best practices.
- Assist the customer service representatives with difficult cases.
- Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordination with other departments to resolve inquiries.
Customer Service Specialist
Verizon Wireless
08.2012 - 12.2014
- Conferred with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Maintained records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Ensured that appropriate changes were made to resolve customers' problems.
- Determined charges for services requested, collect deposits or payments, or arrange for billing.
- Referred unresolved customer grievances to designated departments for further investigation.
- Met personal/team qualitative and quantitative target.
Education
General Studies -
University of Arkansas at Little Rock
Little Rock, ARSkills
- Proven ability to coach, mentor, and develop department team and store team, through setting expectations, communication, coaching, feedback, and ongoing support
- Outstanding organizational and conflict management skills with seasoned accuracy in the areas of meeting planning, technical support, and entering and verifying data
- Strong proficiency with the Internet, G-Suite product suite, including Google Docs, Google Sheets, Smartsheet, etc Proficient in Microsoft Office (ie, Excel, Word, PowerPoint)
- Handle confidential information with integrity and professionalism within Company Guidelines
- Experience pulling, reporting, and analyzing large, multi-faceted data and making decisions or recommendations based on data observed
- Outstanding organizational and conflict management skills with seasoned accuracy in the areas of technical support and customer engagement
- Demonstrate self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders
- Ability to develop and drive new initiatives, work cross-departmentally, work within multidisciplinary teams, oversee projects to completion, and measure results
Timeline
Contact Center Agent II
Arkansas Federal Credit Union
10.2023 - Current
Customer Service Advocate
Verizon Wireless
08.2012 - 08.2023
Customer Service Specialist
Verizon Wireless
08.2012 - 12.2014
General Studies -
University of Arkansas at Little Rock