KIMBERLEE I. KARCZ
Kimberly,WI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer relations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Service Advisor
Truck Country
10.2023 - Current
- Educate customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educate customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Shop Coordinator
Kurz Industrial
11.2022 - 10.2023
- Work with the mechanics, shop manager, winders and machinist to get our customers the best repair service they can receive
- Prepare quotes for customers motors while paying attention to the overall gross profit
- Proficiency in using software to create jobs, accounts, editing and creating forms for use in the shop department
- Responsible for supporting department to efficiently document and finalize service jobs for billing
- Write RMA’s, Service Reports and scheduling reports
- Handle aftersales warranty claims including gathering proper documentation and filing with correct vendors when needed
- Maintaining a current vendor list
- Issue purchase orders
- Help to create improvement opportunities, while following the polices in place.
- Managed vendor relationships to ensure timely delivery of products and negotiate favorable pricing terms.
- Enhanced customer satisfaction with quick and effective resolution of complaints and inquiries.
- Coordinated daily shop operations, ensuring a smooth workflow and timely completion of tasks.
- Participated in regular team meetings sharing feedback and ideas for continuous improvement of shop operations and overall performance.
- Provided exceptional customer service while consistently meeting or exceeding sales goals set by management.
- Ensured compliance with safety regulations by conducting regular inspections and maintaining up-to-date employee certifications.
- Assisted with hiring, training and mentoring new staff members.
Production Coordinator Controller/Customer Service Controller
Creative Metal Products
01.2022 - 11.2022
- Tracking parts/orders making sure that all parts and components are available to finish orders
- Weekly meetings with customers to maintain a great experience and to see how we can improve
- Take priority, schedule, and maintain production activities to meet production objectives on time
- Improve customer satisfaction by immediately addressing customer concerns
- Prioritize, plan, schedule and manage production activities to meet manufacturing objectives in timely and cost-effective manner
- Generate production related reports to Manager and customers when needed
- Addressing any production disputes, urgent or delays
- Enter purchase orders from customers while using portals to confirm orders
- Answer queries and communications through phone or email for assigned customers.
- Provided hands-on support during peak production periods, assisting teams in meeting tight deadlines.
- Coordinated with production team to support productivity targets and deadline management.
- Monitored and tracked progress of all production tasks for on-time delivery.
- Coordinated communication between departments, fostering a collaborative work environment.
- Created and maintained detailed reports and schedules of all production tasks.
- Reviewed in-house stock to determine materials availability for production jobs.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Ensured timely delivery of projects by closely monitoring schedules and milestones.
- Oversaw quality control procedures throughout the production process to ensure consistent product outputs.
- Enhanced production efficiency by streamlining processes and optimizing workflows.
- Developed and maintained efficient production processes and procedures.
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions.
- Optimized resource allocation by actively monitoring inventory levels and adjusting purchasing plans accordingly.
- Implemented training programs for new hires, promoting a culture of continuous learning and development.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
Customer Service and Training Representative
CSI
02.2019 - 03.2020
- Serve as the subject matter expert to customers (internal and external) in all elements of the Washkey program, including a customer centric focus on the features and benefits of the program
- Design and delivery of an impactful training program ensuring transference of knowledge to end users demonstrating the features and benefits of the program
- Train, troubleshoot, and otherwise assist users in whatever capacity is necessary to deliver the expected experience
- Ability to provide customer support and receive incoming orders
- High level of knowledge and capability when using technology
- Practice continuous improvement by embracing CSI’s ISO 90001 CIO process
- Identify, facilitate, and complete projects to improve the overall delivery of customer service
- Effectively manage time to ensure that customer needs are being met
- Communicate and work with IT, AT, Engineering, Sales, Production, Shipping, and Marketing to exceed customer expectations
- Cross train, assist, and substitute as needed for the Marketing and Communications Manager
- Maintaining an excellent level of customer service
- Define the needs of the customer for all involved departments.
Customer Service Team
Paper Transport
01.2018 - 02.2019
- Escalated customers concern and dealt with ways to achieve a better relationship
- Logistics appointments and entering loads.
- Delivered prompt service to prioritize customer needs.
- Contributed positively to the team''s overall performance by maintaining a positive attitude even in challenging situations.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Reduced average call duration by utilizing active listening skills and quickly identifying critical information needed for issue resolution.
- Achieved high levels of customer satisfaction by consistently exceeding expectations in responsiveness and empathy during interactions.
- Balanced multiple responsibilities effectively including answering calls, responding to emails and managing live chats within set timeframes.
- Trained new team members on company policies and procedures, ensuring consistent quality of service.
- Handled escalated customer complaints, diffusing tension and finding mutually beneficial resolutions.
- Enhanced customer satisfaction by addressing and resolving inquiries efficiently and professionally.
- Assisted team members with complex customer issues, fostering a collaborative work environment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Office Assistant
Assisted Living by Hillcrest
01.2015 - 01.2016
- Ordered office supplies for five different facilities
- Billing including state and independent invoices for five facilities
- Handled accounts payable and accounts receivable
- Tracked and updated spending accounts for each resident per State requirements.
Dispatcher
LCL Bulk Transport
01.2014 - 01.2015
- Maintained compliance with constantly changing State and Federal regulations
- Completed documentation necessary to provide service in Canada in compliance with international regulations
- Contacted our business customers to verify quality of shipments, resolve any concerns, and handle any hazard issues that may have happened at the facilities.
Payroll and Customer Service
WEL Trucking
01.2012 - 01.2013
- Provided weekly orientation for up to 25 new truck drivers
- Responsible for overseeing the quality of services of up to 400 drivers on a weekly basis
- Independently determined when to advance up to $1000 in payments to drivers.
Education
Management Operations Associate Degree -
Fox Valley Technical College
Appleton, WI05.2021
Business Management Associate Degree -
Fox Valley Technical College
Appleton, WI12.2020
Marketing Associate Degree - Digital
Northeast Wisconsin Technical College
Green Bay, WI05.2019
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Listening Skills
- Attention to Detail
- Excellent Communication
- Team player mentality
- Handling Customer Complaints
- Complaint resolution
Volunteer Experience
- On the Board for Parents of Education-We need you, 2018, 2020
- Manage and Teach in Early Education Area at Celebration Church, 2017, 2019
- Pathways Church, 2020, present
- Safety Committee at Kurz, 2023, present
Timeline
Service Advisor
Truck Country
10.2023 - Current
Shop Coordinator
Kurz Industrial
11.2022 - 10.2023
Production Coordinator Controller/Customer Service Controller
Creative Metal Products
01.2022 - 11.2022
Customer Service and Training Representative
CSI
02.2019 - 03.2020
Customer Service Team
Paper Transport
01.2018 - 02.2019
Office Assistant
Assisted Living by Hillcrest
01.2015 - 01.2016
Dispatcher
LCL Bulk Transport
01.2014 - 01.2015
Payroll and Customer Service
WEL Trucking
01.2012 - 01.2013
Management Operations Associate Degree -
Fox Valley Technical College
Business Management Associate Degree -
Fox Valley Technical College
Marketing Associate Degree - Digital
Northeast Wisconsin Technical College
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