Kimberley Bangma

Customer Service Supervisor

Save Energy Systems, Inc.

03.2018 - 07.2025

Training and supervising an overseas customer service team
Kimberley is responsible for teaching the staff the fundamentals of HVAC systems, to answer customer service calls, and to effectively troubleshoot with technicians.
She also trained the new owners of SES on how our DLC controller works and has helped with the development of new software and the new customer portal.
Kimberley is solely monitoring Corporate Planet Fitness with over 265 locations, assuring the best customer service and developing a relationship with Corporate PF management as well as the Regional Managers, Club Managers, and staff.
She has been instrumental in showing the value of the SES DLC to franchise owners where we take responsibility of monitoring their HVAC units so they can spend valuable time elsewhere.
In her 6.5 years at SES, she has developed a good relationship with HVAC companies and their technicians. They have come to rely on her knowledge of HVAC systems and availability to help effectively troubleshoot with them on site.
She is also supervising her team to monitor over 465 other locations that SES is currently installed in and helping with commissioning and onboarding of new installs.
Supervised daily operations to enhance customer satisfaction and service efficiency.
Trained and mentored team members to improve performance and ensure compliance with company standards.
Developed customer service protocols to streamline processes and support operational goals.
Analyzed customer feedback to identify trends and implement service improvements.
Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Led regular customer service meetings to review progress identify challenges and provide feedback.
Researched and corrected customer concerns to promote company loyalty.
Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Created customer support strategies to increase customer retention.
Created, prepared, and delivered reports to various departments.
Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
Streamlined workflow by introducing efficient ticketing system for customer queries.
Resolved escalated customer complaints, ensuring satisfaction and loyalty.
Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
Streamlined call handling processes to improve response time and efficiency.

Summary

Overview

Work History

Customer Service Supervisor

Owner/Operator

Education

Associate of Science -

Skills

Timeline

Customer Service Supervisor

Owner/Operator

Associate of Science -

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