Summary
Overview
Work History
Education
Skills
Timeline
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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

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