Kim Mai
Albuquerque,NM
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
8
8
years of professional experience
Work History
Tech Support Agent
Event Rental Systems
07.2023 - Current
- Provided technical support to customers for a software company
- Assisted customers via call center, addressing inquiries and troubleshooting issues
- Configured systems according to customer specifications and requirements
- Managed multi-line phone systems, ensuring prompt and professional handling of incoming calls
- Collaborated with team members to resolve complex technical issues
- Maintained accurate records of customer interactions and resolutions
- Demonstrated strong customer service skills, ensuring customer satisfaction and retention
- Adapted quickly to new software and technologies to effectively support customers
- Participated in training sessions to enhance technical knowledge and skills
- Contributed to improving customer support processes and procedures.
Warranty Clerk/ BDC
American Toyota
07.2022 - 07.2023
- Managed automotive dealership clerical duties, including filing paperwork creating protocols for team members that drive efficiency
- Directed incoming calls and customer complaints to the appropriate person in a timely and professional manner
- Ensured that documents are accurate and well-maintained
- Kept up-to-date with company announcements and factory recalls.
Call Center Supervisor
Perfection Honda
12.2020 - 07.2022
- Offered actionable solutions for customer concerns by following internal database prompts and company scripts
- Answered incoming calls, chat messages, and email communications to handle concerns
- Helped clients coordinate and prepare for service appointments
- Completed inquiries and followed up with customers to share findings and offer solutions
- Updated records with all interactions and customer transactions.
Greeter
American Toyota
11.2019 - 03.2020
- Acted as the first point of contact for visiting clients and customers
- Offered customers information about products, services, prices, and special offers
- Answered customer questions about policies and procedures with a friendly and knowledgeable approach.
Guest Service Agent
Hilton Garden Inn
10.2016 - 02.2017
- Greeted guests upon arrival and offered assistance
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Streamlined check-in process to decrease wait times and increase customer satisfaction
- Collected room deposits, fees, and payments.
Hostess
Garduno's
10.2015 - 02.2017
- Assigned patrons to tables suitable for needs and restaurant section rotation
- Documented reservations, alerted servers and managers of large groups, and prepared to seat
- Answered customer questions about hours, seating, and menu information
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
Education
GED -
Central New Mexico University
Skills
- Guest Relations Experience
- Clerical Experience
- Microsoft Outlook
- Administrative Experience
- Data Entry
- Office management
- Typing
- Customer service
- Guest services
- Software Troubleshooting
- Technical Support
Timeline
Tech Support Agent
Event Rental Systems
07.2023 - Current
Warranty Clerk/ BDC
American Toyota
07.2022 - 07.2023
Call Center Supervisor
Perfection Honda
12.2020 - 07.2022
Greeter
American Toyota
11.2019 - 03.2020
Guest Service Agent
Hilton Garden Inn
10.2016 - 02.2017
Hostess
Garduno's
10.2015 - 02.2017
GED -
Central New Mexico University