Summary
Overview
Work History
Education
Skills
Timeline
Skills
References:
AssistantManager
Kim Smith

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
03.2022 - 11.2023
  • 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
04.2021 - 03.2022
  • 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
08.2019 - 04.2021
  • 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
Mankato

Skills

  • 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
03.2022 - 11.2023

Ecommerce Sales Resolution Manager

Knowledge Computers/Global eWaste
04.2021 - 03.2022

Customer Experience Account Manager

IT Parts Express
08.2019 - 04.2021

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

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Kim Smith