Kim Smith

• Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
• Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
• Answered customers' questions regarding products, prices, and availability.
• Contact targeted patients via inbound and outbound calls to educate them on maximizing their use of Express Scripts Home Delivery Pharmacy.
• Take overflow of patient calls to assist with converting to Express Scripts Home Delivery or answering any basic customer service questions and order status related questions.
• Research and understand Express Scripts services as well the patients plan design in order to effectively educate our patients on home delivery.
• Collaborate with internal business partners when needed to resolve patient issues and answer questions in pleasant, clear and concise manner.
• Other special projects as assigned.
• Targeting patient population with the purpose of driving script volume and revenue to Express Scripts Home Delivery Pharmacy.Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Researched resolutions contacted necessary departments and responded to customer by phone.
• Audited customer account information to identify issues and develop solutions.

· Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.

• Diagnosed and troubleshot customer issues to enhance customer satisfaction and prevent call escalation.
• Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
• Consulted with customers regarding needs and addressed concerns.
• Used WFM software to request time off, check the status of the request and to confirm adherence to personal schedule.
• Processed customer account changes with proprietary software.

• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Implemented strategies to reduce average handling time without compromising on service quality.

• Improved customer satisfaction by promptly addressing and resolving technical issues.
• Collaborated with cross-functional teams to resolve complex issues, ensuring customer satisfaction.
• Managed high-priority client accounts, providing personalized assistance and maintaining long-lasting relationships built on trust and reliability.
• Implemented new support tools to facilitate faster problem-solving and improve overall performance.
• Established continuous improvement initiatives to achieve KPIs.
• Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
• Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Promoted available products and services to customers during service and account management.
• Referred unresolved customer grievances to designated departments for further investigation.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Utilized job-related software to prepare change of address records.
• Updated databases with new and modified customer data.
• Used WFM software to schedule-personal requests, including PTO, shift swaps and overtime.

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Managed high levels of call flow and responded to technical support needs.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
• Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
• Implemented feedback from customers to improve overall quality of support services provided by the team.
• Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
• Reduced call handling time, implementing efficient diagnostic protocols.
• Achieved recognition for outstanding problem-solving skills in complex technical environments.

• Maintained accurate records of service calls and repairs performed, ensuring compliance with company policies and industry standards.
• Contributed to the company''s growth by identifying opportunities for upselling additional products and services that met customers'' needs.
• Implemented process improvements that led to increased efficiency in managing service requests and maintaining inventory levels.
• Utilized strong interpersonal skills to build lasting relationships with customers, fostering loyalty and repeat business opportunities.
• Facilitated efficient ticket resolution through thorough documentation of repair actions taken and parts replaced.
• Contributed to team success by collaborating with colleagues to implement best practices in ATM servicing.
• Expanded technical expertise with ongoing professional development opportunities in the field of ATM servicing technology.
• Reduced downtime by efficiently diagnosing and resolving hardware, software, and network-related problems.
• Streamlined inventory management by maintaining proper parts stock for emergency repairs.
• Expedited problem resolution through effective communication with helpdesk support teams.
• Improved ATM uptime by conducting routine preventive maintenance and timely repairs.
• Maintained strong knowledge of industry advancements, staying up-to-date on the latest ATM technologies and functionalities.
• Optimized machine performance by calibrating components such as card readers, cash dispensers, and receipt printers.
• Assisted in new ATM installations, ensuring proper setup and seamless integration into existing systems.
• Enhanced customer satisfaction with prompt and accurate troubleshooting of ATM issues.
• Delivered high-quality service consistently while adhering to established procedures and guidelines.
• Supported clients' needs and maintained solid working relationships built on fast, knowledgeable ATM support.
• Kept work optimized by regularly inspecting and inventorying company equipment.
• Documented activities and expenses to submit accurate job reports.
• Used networking basics, knowledge of communication protocols and expertise in multiple ATM and TCR platforms to handle wide-ranging calls.
• Removed malfunctioning components and replaced with new parts.
• Answered customer service calls and resolved issues quickly to return machines to operational status.
• Assessed and identified issues and quickly resolved to restore functionality.
• Installed new systems and components according to service orders and manufacturer instructions.
• Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends and holidays.

· Transported and installed machines to to new sites.

• Replaced defective mechanical and electrical parts with soldering irons following diagrams.
• Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
• Analyzed wiring diagrams to gather repair information and procedures.
• Evaluated performance of test components using measurements, sensors and other tools.
• Utilized computer software and hardware to analyze, collect and compile test data.
• Created maintenance records to root out consistently faulty test equipment.
• Made adjustments to equipment or calibrated instruments to required tolerances.
• Notified supervisors or other relevant personnel of test or production issues.
• Repaired malfunctions, reassembled items and performed final tests.
• Learned new testing methods through continued education and research.
• Calibrated products to match design and operational specifications.
• Checked software programs for usability, functionality and design issues.

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
• Managed wide variety of customer service and administrative tasks to resolve customer issues.
• Tested circuits of malfunctioning telecommunication equipment to isolate malfunction sources.
• Routed cables and trunk lines from entry points to specified equipment, following diagrams.
• Repaired and maintained circuits, cables and equipment for uninterrupted service.
• Adhered to security procedures and followed safety regulations.
• Maintained records of central office equipment inventory.
• Ran wires between components and to outside cable systems.
• Tested connections to verify power supplies and communication link functionality.
• Managed system work orders by distributing assignments and closing out completed work after walk-throughs.
• Collected, analyzed and prepared reports of statistical data to assess facility management objectives.
• Logged service calls and closed work orders by recording issues resolved and services provided.
• Laid out cabling plans and ran through buildings to desired locations.
• Read and interpreted technical documentation in order to accurately configure equipment.
• Analyzed technical manuals and diagrams to determine proper connections for data communication lines.
• Read and interpreted technical drawings, maps and blueprints prior to starting tasks.
• Measured, cut, spliced and installed wires and cables.
• Handled equipment repairs and related trouble reporting.
• Championed the adoption of new software tools that streamlined workflows across multiple departments.
• Led quality assurance efforts, maintaining high standards for all products and services.
• Optimized inventory management, minimizing waste and reducing costs.
• Enhanced customer satisfaction with timely and accurate issue resolution.

• Utilized advanced diagnostic tools for accurate identification of system faults, minimizing repair times significantly.
• Fixed circuit boards and wire harness problems using schematics, wiring diagrams, and testing instruments.
• Enhanced system performance by troubleshooting and repairing electronic equipment.
• Installed and maintained a variety of electrical and electronic components in accordance with approved methods and procedures.
• Worked both independently and with crews to interpret electrical malfunctions and make repairs quickly to minimize downtime for customers.
• Executed excellent reading and interpreting of blueprints and schematics.
• Used Windows-based programs to monitor pressure and temperature sensors, flow meters and network control of equipment.
• Interpreted engineering diagrams to successfully troubleshoot faults.
• Reviewed service manuals and schematics while troubleshooting to determine root cause of malfunctioning units.
• Documented repairs, inspections and testing for equipment in logging database.
• Operated and maintained computerized automated test equipment and special equipment test devices.
• Maintained optimal spare parts inventory to meet expected installation and repair demands.
• Checked and replaced boards, capacitors and other components.
• Read and interpreted technical manuals, drawings and schematics to make accurate repair decisions.
• Performed preventive, predictive and corrective maintenance to keep machinery running at optimal levels.
• Set up and operated specialized or standard test equipment to diagnose, test or analyze performance of electronic components, assemblies or systems.
• Tested circuitry and electronic components according to engineering instructions, technical manuals or knowledge of electronics.
• Assembled and tested components, wiring and systems, locating and correcting faults to optimize production results.
• Assembled electrical systems or prototypes using hand tools or measuring instruments.
• Performed diagnostics and testing to locate root causes and resolve issues for optimal performance.