Kim Guns
Green Bay,WI
Summary
I am seeking a position that will allow me to use my customer service and secretarial background skills and allow me to grow professionally.
Customer service professional committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Overview
40
40
years of professional experience
Work History
Customer Service Advocate
UnitedHealth Group
09.2019 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
Sales Representative
WEST CORPORATION
10.2016 - Current
- In October of 2016, I started work at West Corp., training for their new program being launched on December 1, 2016 for FedEx
- I am a Sales Representative for FedEx, Responsible for processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations; as required, perform calls to businesses and consumers in order to qualify new business prospects or generate leads for assigned client and program, ensuring adherence to established policies and procedures; establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided
- I currently work on the Sales Retention Team where we get incoming Customer Requests from Customer Service and the Sales floor asking us to call the customers accounts and help with: pricing, billing issues, invoice issues, software problems, updating information on their FedEx accounts, adding discounts to their accounts, ordering scales and printers, tracking packages, filing claims and more
GUNS QUALITY VENDING
11.2008 - 06.2017
- In 2008 my husband and I started a Vending company and service multiple accounts in the Green Bay area
- We are currently selling the business due to the competitive competition
- I do all the ordering of product, pay bills, do the quarterly sales/use taxes, end of year taxes, type up invoices when needed for coffee billing
- Cold calling to place machines
- Order parts
HOME DAYCARE
01.1993 - 09.2015
- I started a Home Daycare Business in Jan
- 1993
- This allowed me to stay at home to raise my 3 children and provide an additional income
- I provided in home care for infants, pre-school age children as well as after school care
- As my children are now adult age
- I am excited to re-enter the work force
Secretary/accounting dept.
PHILLIPS-GETSCHOW COMPANY
03.1991 - 12.1992
- Primary Duties:
- Customer Service / Front office Support
- Duties include but not limited to: answering phones, filing, scheduling appointment for sales team
- Promoted to billing/accounting department
- Processed/ sorted bills and past due accounts to improve and streamline the collection process
Secretary
RE-MAX REALTY
01.1989 - 01.1991
- Primary Duties:
- Customer Service / Front office Support
- Duties include but not limited to: Answering phones, filing, greeting and assisting customer needs
- Recruited to write ads for Open Houses for Realtors after successful completion of test
Secretary/Sign maker
UNITED SIGN COMPANY
08.1987 - 01.1989
- Primary Duties:
- Customer Service / Front office support
- Duties include but not limited to: answering phones, processing and sorting bills, and all related filing
- Assisted with parts pick up as needed
- Operated heavy duty trucks for hauling equipment
- Learned how to work with the graphics for signs and assisted with sign development
Machine Operator / Sorter
EDS-ELECTRONICS DATA SYSTEMS
01.1985 - 01.1987
- Primary Duties:
- Operated check sorting machine (sorted cancelled checks, deposit slips for hundreds of banks)
- Supported the distribution center processing and preparing all cancelled checks
- Compiled and prepared all related paperwork
Education
High School -
Preble High School
01.1983
Skills
- Computer Skills: Microsoft, Chrome, Internet Explorer
- Word, Outlook, CIC, Webmail, Share Point, Solution Point, Convergence email, some Excel, IVR, TEAMS and more
- Strengths in customer service
- Strong communication skills
- Enjoy working in team environment
- AVON 13 yrs
- Tupperware 5 yrs
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Computer proficiency
- Appointment setting
- Technical troubleshooting
- Microsoft outlook
- Multi-line phone talent
- Professional telephone demeanor
- Document control
- Microsoft PowerPoint
- Microsoft Office Suite
- Report creation
- Report preparation
- Problem-solving
- Member support
- High-energy attitude
- Inbound and outbound calling
- Customer service
- Documentation
- Product knowledge
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Languages
English
Native or Bilingual
Interests
- Outdoor Recreation
- Crafting and DIY Projects
- Camping
- Reading
- Knitting and Crocheting
- Avid Reader
- Gardening
- I like working with my hands and fixing things
- DIY and Home Improvement
Timeline
Customer Service Advocate
UnitedHealth Group
09.2019 - Current
Sales Representative
WEST CORPORATION
10.2016 - Current
GUNS QUALITY VENDING
11.2008 - 06.2017
HOME DAYCARE
01.1993 - 09.2015
Secretary/accounting dept.
PHILLIPS-GETSCHOW COMPANY
03.1991 - 12.1992
Secretary
RE-MAX REALTY
01.1989 - 01.1991
Secretary/Sign maker
UNITED SIGN COMPANY
08.1987 - 01.1989
Machine Operator / Sorter
EDS-ELECTRONICS DATA SYSTEMS
01.1985 - 01.1987
High School -
Preble High School
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