Community volunteering
Kimberly A. Olson
Elgin,IL
Summary
Experienced Customer Service Professional | Relationship Builder | Solution-Oriented
Dedicated and results-driven senior professional with extensive experience delivering exceptional customer service in fast-paced environments. Known for building strong relationships by actively listening and tailoring solutions to individual needs. Proven ability to resolve issues efficiently, often within a single interaction, ensuring high customer satisfaction, and loyalty. Committed to providing a seamless, positive experience that supports both customer retention and business goals.
Overview
30
30
Trusted customer service specialist
Work History
Senior Customer Service Representative
Wintrust Bank, N.A.
Rosemont, USA
12.2019 - 02.2025
- Responded to customer inquiries, requests, and complaints via phone, delivering clear, concise, and professional communication
- Assisted customers in resolving issues related to accounts, transactions, and Wintrust banking services
- Demonstrated expert knowledge of banking products and services to ensure customer needs were met or exceeded
- Maintained accuracy and efficiency while managing high call volumes in a fast-paced contact center
- Referred complex issues to appropriate departments or specialists, ensuring seamless resolution
- Accurately documented all customer interactions and case resolutions in Salesforce CRM
Dispatcher / Customer Service Representative
Top Hat Logistical Solutions
Elk Grove Village, USA
06.2016 - 10.2019
- Scheduled and coordinated daily delivery routes and pickups
- Monitored driver logs, maintained DOT compliance, and prepared inventory and billing reports
- Delivered real-time updates and solutions for shipment issues using advanced logistics platforms
- Platforms used: SAP, YRC, Cargowise, Trello, Dispatch Track, Zoho
Vice President / Operations Assistant
Gold Rose Gifts
Downers Grove, USA
05.2012 - 08.2015
- Oversaw order processing, inventory, and shipping operations for a small home-based business
- Handled customer service, vendor communication, and inventory control
- Maintained detailed product records and managed daily logistics
Emergency Dispatcher
Midwest Central Dispatch
Elk Grove Village, USA
09.2009 - 05.2012
- Dispatched emergency and non-emergency calls, prioritizing responder coordination
- Maintained detailed logs, reports, and emergency communication records
- Supported a 24/7 public safety communication center
Education
Skills
Customer Service & Client Relations
Customer Service Excellence Needs Assessment Product Knowledge
Conflict Resolution Problem-Solving Brand Representation
Client Retention Quality Assurance Professional Communication
Communication & Support
Call Center Operations Multiline Phone Systems Email Support
High-Speed Data Entry Verbal & Written Communication
Emergency Communication CRM Tools (Salesforce, Zoho, Trello, DispatchTrack)
Technical Proficiency
Microsoft Office Suite SAP Cargowise YRC
Data Management Shipping & Payment Processing System Implementation
Dispatch & Logistics
Dispatching Logistics Coordination Supply Chain Awareness
Real-Time Tracking Customer Updates
Administrative & Operational Support
Banking & Account Support Call Metrics Office Technology
Multitasking Attention to Detail Team Collaboration Adaptability
Interests
Personal development reading
Baking and cooking
Strategic games that encourage critical thinking and collaboration
Outdoor recreation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteTimeline
Senior Customer Service Representative - Wintrust Bank, N.A.
12.2019 - 02.2025
Dispatcher / Customer Service Representative - Top Hat Logistical Solutions
06.2016 - 10.2019
Vice President / Operations Assistant - Gold Rose Gifts
05.2012 - 08.2015
Emergency Dispatcher - Midwest Central Dispatch
09.2009 - 05.2012
Harper College - ,
Charles P. Steinmetz High School - ,
Inland Real Estate School - ,
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