Kim Osman
Key West,FL
Summary
Knowledgeable and dedicated customer service leader with extensive experience in people, team and product management. Proven skills in establishing rapport with diverse clients. Motivated to exceed customer satisfaction and contribute to corporate success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Effective managing multiple priorities with a positive attitude. Prepared to take on added responsibilities to meet team and corporate goals.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Delta
10.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Kermit's Key West Lime Shop
08.2023 - 10.2023
- Handled in store customer inquiries.
- Actively listened to customers, handled concerns quickly.
- Answered constant flow of customer calls for phone orders.
Airport Agent - Ramp and Customer Service
Envoy Airlines
02.2023 - 08.2023
- Assist high volume of customers daily with a variety of challenging needs. While, maintaining a professional and positive presence. Demonstrating a solution based focus on customer safety, needs and expectations.
- Perform airplane security and safety equipment checks.
- Maintain airplane cleanliness.
- Manage and escort physically challenged customers and unaccompanied minors though security to their designated flights and specified guardians.
- Cross-trained in all airport functions ie baggage claim, marshalling , wing walking, scanners and RON.
Medicare Independent Agent
ABC Medicare Help
01.2022 - 12.2022
- Explained features of policies to customers and helped determine best policies to meet personal needs.
- Handled policy renewals.
- Called potential customers per day to expand customer base.
Licensed Insurance Agent
United Healthcare
04.2020 - 01.2022
- Calculated quotes and educated potential clients on insurance options.
- Obtained underwriting approval by completing application for coverage.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
Substitute Teacher
Cherokee County School District, GA
01.2019 - 03.2020
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Supervised lunchroom and recess activities.
- Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
- Took notes and prepared reports on school day activities to provide to primary teacher.
- Provided instruction for students in core subject areas.
Community Service Volunteer
Irvine Ranch Open Space
01.2011 - 01.2013
- Maintained clean, neat and operational facilities to serve program needs.
- Gained knowledge and experience working with children in educational setting.
- Exhibited excellent communications and customer service relations skills.
- Developed strong interpersonal communication skills to promote relationship building with internal and external customers.
Independent Sales Representative
Cabi
01.2008 - 01.2011
- Created and deployed successful marketing collateral to highlight offerings and engage customers at appointments, trade shows and networking events.
- Identified new customers by attending trade-shows, networking and performing cold-calls.
- Employed variety of sales practices to accommodate each customer's individual needs and overcome objections.
- Used strong customer service skills to develop loyal customer base, increasing repurchasing rate [Number]%.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
Diabetes Care Specialist
Bayer Diagnostics
01.1999 - 01.2002
- Promoted available resources and connected individuals with services.
- Partnered with agencies and organizations driving improvements in community health.
- Prepared presentations on health and safety concerns for public.
- Gave public talks on importance of health education and specific disease prevention and treatment strategies.
- Supervised staff to coordinate needs assessments.
Education
Bachelor of Science - Molecular Biology
California State University - Dominguez Hills
Carson, CASkills
- Approachable presence
- Detail oriented
- On time performance
- Independent decision-maker
- Self-motivated
- Organization and time management
Timeline
Customer Service Representative
Delta
10.2023 - Current
Customer Service Representative
Kermit's Key West Lime Shop
08.2023 - 10.2023
Airport Agent - Ramp and Customer Service
Envoy Airlines
02.2023 - 08.2023
Medicare Independent Agent
ABC Medicare Help
01.2022 - 12.2022
Licensed Insurance Agent
United Healthcare
04.2020 - 01.2022
Substitute Teacher
Cherokee County School District, GA
01.2019 - 03.2020
Community Service Volunteer
Irvine Ranch Open Space
01.2011 - 01.2013
Independent Sales Representative
Cabi
01.2008 - 01.2011
Diabetes Care Specialist
Bayer Diagnostics
01.1999 - 01.2002
Bachelor of Science - Molecular Biology
California State University - Dominguez Hills
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