Kimberly Pickles
Lee,FL
Summary
Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced with over 20+ years of experience in The Customer Service Industry. Excellent reputation for resolving problems and improving customer satisfaction. Motivated, which thrives in fast-paced environments. Works independently, with minimal supervision and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,
Overview
17
17
years of professional experience
Work History
Customer Service Agent (remote)
Willimas Sonoma
San Francisco, CA
07.2025 - 03.2026
- Resolved customer inquiries effectively, enhancing satisfaction and loyalty.
- Trained new staff on product knowledge and customer interaction protocols.
- Streamlined communication processes between departments to improve service response times.
- Implemented feedback mechanisms to gather insights for service enhancement initiatives.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Cashier
Loves Travel Stops
Lee, FL
12.2022 - 07.2025
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawers, ensuring error-free financial reporting.
- Assisted customers with product inquiries, enhancing overall service experience.
- Collaborated with team members to streamline checkout procedures and reduce wait times.
- Trained new cashiers on operational standards and customer service protocols.
- Resolved customer complaints effectively, fostering positive relationships and repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
Work at Home Customer Service Agent
AppleOne- Federal Government
Lee, FL
11.2021 - 12.2022
- Performed independent research to solve complex issues, employing resources such as
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Helped customers navigate website to order online for added convenience and access to larger inventory.
Work at Home Customer Service Agent
Sitel, INC
Lee, FL
11.2015 - 01.2021
- Performed independent research to solve complex issues, employing resources such as
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Documented and updated customer records and to record interactions and facilitate follow-up.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
- Assisted clients with product questions to facilitate online ordering process.
Lead Inspector
State Of Florida-Division Of Fruits And Vegetables
Lee, FL
08.2009 - 11.2014
- Improved quality assurance procedures to minimize errors and increase effectiveness of inspections.
- Prepared reports detailing findings of inspections, investigations, and tests.
- Inspected and examined materials and finished parts and products for defects and wear to verify conformance with blueprints, diagrams and template specifications.
- Upheld codes and regulations governing materials, processes, and procedures.
- Marked materials and items for acceptance or rejection, recording test results and inspection data into the computer.
- Completed documentation and updated tracking spreadsheets each day.
- Supervised workers.
- Maximized new employee performance and satisfaction through proper training.
- Performed inspections of vehicles, containers, and equipment to check for compliance, safety, tampering and evidence of illegal activities.
- Analyzed and interpreted sample data and blueprints to determine and measure specifications and inspection and testing procedures.
- Collected samples for testing to accurately compute findings.
- Investigated and recommended new equipment and tooling to facilitate safe, efficient production.
- Stamped materials and containers to denote size and grade information.
Education
No Degree - Medical Billing And Coding
Online
Lee, FL.04-2025
GED -
Madison County High School
Madison, FL06.1988
Skills
- Responding to Difficult Customers
- Website Navigation
- Upbeat and Positive Personality
- Training Junior Team Members
- Efficient and Detail-Oriented
- High-Volume Environments
- Call Center Operations
- Issue and Complaint Resolution
- Client Relations Skills
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Computer Proficiency
- Cash Register Operations
- Knowledge Base
- Telephone Etiquette
- Quality Control Standards
- Technical Support and Assistance
- Team Goals
- Staff Support
- Document and Records Management
- Cultural Awareness
- Team-Oriented and Cooperative
- Visual Displays
- Administrative and Office Support
- Management Abilities
- Excellent Attention to Detail
- Patient and Empathetic
Timeline
Customer Service Agent (remote)
Willimas Sonoma
07.2025 - 03.2026
Cashier
Loves Travel Stops
12.2022 - 07.2025
Work at Home Customer Service Agent
AppleOne- Federal Government
11.2021 - 12.2022
Work at Home Customer Service Agent
Sitel, INC
11.2015 - 01.2021
Lead Inspector
State Of Florida-Division Of Fruits And Vegetables
08.2009 - 11.2014
No Degree - Medical Billing And Coding
Online
GED -
Madison County High School
Gap from last Employment to Current
I had to resign to take care of my Sister with Alzheimer's. She is now placed, so I am available to return to work.