Kim Smith
Hudson,FL
Summary
Highly motivated and detail-oriented professional with a proven track record of exceeding customer expectations through exceptional problem-solving, communication, and cross-functional collaboration. Skilled in analyzing complex issues, identifying root causes, and implementing effective solutions to enhance customer satisfaction and maintain positive relationships.
Overview
4
4
years of professional experience
Work History
Customer Service Account Manager
OceanTech ITAD
2022.03 - 2023.11
- Resolved 100% of major customer issues 365 days/year exceeding internal satisfaction targets
- Reduced customer churn by 11% through proactive problem-solving and relationship building
- Collaborated with cross-functional teams to identify and implement process improvements, leading to a 12% reduction in issue volume
- Resolved customer complaints while prioritizing customer satisfaction and loyalty by taking ownership of customer issues and following problems through to resolution
Ecommerce Sales Resolution Manager
Knowledge Computers/Global eWaste
2021.04 - 2022.03
- Successfully implemented Amazon Seller Central and NewEgg marketplaces, resulting in a 32% increase in company sales profit within 11 months
- Trained staff to source inventory in the wholesale market and resell at a minimum 40% profit margin
- Developed and established written company procedures to support this initiative
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Customer Experience Account Manager
IT Parts Express
2019.08 - 2021.04
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and/or service delivery to maintain and enhance client satisfaction.
- Educated clients on new products or services to increase customer engagement with brand.
- Proactively initiated outbound calls to gather complaint details, take orders, and/or address concerns.
Education
Mankato State University
MankatoSkills
- Conflict Resolution Techniques
- Adherence to High Customer Service Standards
- Inter-Department Collaboration
- Complaint Resolution
- Problem-Solving Abilities
- Situational Awareness
- Analytical Thinker
- One Call Resolution
Timeline
Customer Service Account Manager
OceanTech ITAD
2022.03 - 2023.11
Ecommerce Sales Resolution Manager
Knowledge Computers/Global eWaste
2021.04 - 2022.03
Customer Experience Account Manager
IT Parts Express
2019.08 - 2021.04
Mankato State University
Skills
Customer Service, Customer Support, Ecommerce, Inventory, Logistics, MS Excel, MS Word, Problem Solving Skills, Quality Assurance, Sales, Shipping, Active Listening, Patience, Negotiation, Time Management, Problem Management/Resolution, Analysis, Troubleshooting, Resource Management, Escalation Management, Research Skills, Reporting Skills, Effective Communication, Empathy, Decisiveness, Detail-Oriented, Customer Service, Customer Relationship Management (CRM) Software, Quality Control (QC), Technical Knowledge, Data Analysis, Supportive, Account Management, Relationship Building, Teamwork, Sales and Marketing
References:
Joe Nelson 612-387-9156
Larry DuMoulin 952-484-1839