Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

KIMBERLEY BARRETT

Summary

Energetic and optimistic customer service representative with over 10 years of professional experience assisting customers in solving complex issues. Also have strong supervisor skills which i was able to exhibit for Money Network Customer Service . My Managers and Co Workers see me as a hardworking , dedicated and reliable individual . I have assisted in a pilot program that was aimed at account security and my input was greatly appreciated by the focus group which included departments heads . I have strong communications skills and also take the initiative every chance i get to cross train in other departments Citizens and Treasury Department being 2 of opportunities . I also have a year of technical support experience . So I invite you to review the details of my resume ,

Overview

28
28
years of professional experience

Work History

Clover Tech

Fiserv
12.2019 - Current
  • Assisted in specialized fixtures, test equipment and implemented procedures for failure analysis.
  • Executed diagnostics, troubleshooting and evaluations on clover devices
  • Conducted speed tests of network systems to evaluate performance and identify concerns.
  • Implemented and enhanced features and to the merchant business designs.
  • Completed all notes immediately following service calls.
  • Set up and new devices and perform test activities.
  • Utilize control mechanisms or hands-on procedures to operate access and operate the device for troubleshooting
  • Determined if replacements was required or if the device was to be escalated to team
  • Referred to the smart guide instructions to effectively install and troubleshoot devices.
  • Assisted with warranty coverage on device and also with purchasing of new devices

Citizens

Fiserv
09.2019 - Current
  • Updated credit cards and debit card payments.
  • Facilitated payment for the loan holder to payoff accounts or make pass due payments
  • Assistance Loan holders with creating a ecs account or deleting account or resetting password and providing username for online portal access
  • Perform account maintenance by changing the email on account the address and phone numbers.
  • Submit emails on loan holders behalf to have a secondary person added to account as a authorized user.
  • Submit emails on loan holders behalf to have a there name change .
  • Submit emails on loan holders behalf to have a there social security or date of birth information corrected,
  • Provide the correct information for a deceased loan holders information to be sent.

Clover Backoffice

Fiserv
09.2019 - Current
  • Performs all the responsibilities of Tier 1, Tier 2 inbound, Tier 2 outbound, via inquiry point
  • Taking ownership and being the primary point of contact on Merchants and BC's inquiries.
  • Responsible for managing escalations relating to Product and Clover app market inquiries, handling escalated tickets, and providing feedback to management regarding client issues. Confidence in redirecting non qualified contacts through the proper escalation path.
  • Review SmartGuide Researches and communicates new solutions/troubleshooting steps with the department
    Comment on solutions to update or add information
  • Analyze client issues through root-cause analysis and problem management on recurring client issues.
  • Help provide feedback and coaching opportunities
  • Resolved Bc/Merchant Inquiries via Inquiry point and collaborate with other lines of Business to assist with inquiries that is outside of Clover Admin scope.
  • Resolved Bc/ Merchant Email Inquiries
  • Assist with Clover App Market Refund Inquiries
  • Assist with Clover App Market Billing inquiries
  • Collaborate with team members via Teams ensure it is opened daily and active: Share information for resolving inquiries, trending issues, and workarounds.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Government Stimulus

Fiserv
03.2019 - Current
  • Successfully managed high-pressure situations such as emergency response efforts in making sure the customer got their stimulus money transfer to their bank accounts
  • Assist colleagues with Supervisor calls for stimulus merchants


  • Delivered engaging presentations educated on how to authenticate stimulus accounts

Customer Service Associate Money Network

Fiserv
10.2017 - Current
  • Conferred with customers about concerns with about there account and resolve issues or escalated to department that was able to
  • Exceeded service objectives by applying proven customer service
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 80 customers each day.
  • Utilized exceptional communication to connect with customers, and assist with mobile app issues
  • Provided primary customer support external customers in fast-paced environment.
  • Implemented department asset protection procedures that identified and minimized profit loss.
  • Educated customers on website and mobile app to get account information
  • Serviced more than 1500 customer per month with and still achieved my metric that was set
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Assisted with escalated issues that arise when transfer by a level 1 agent
  • Assisted with programs to better serve the company and the customer such as authentication procedures, new systems role out

Healthcare Provider

Accessible Registry
01.2020 - 10.2020
  • Admitted and treated patients as part of hospital's 24-hour on-call services.
  • Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
  • Followed nutritional plans to prepare optimal meals, including purchasing ingredients from local shops.
  • Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
  • Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
  • Worked to improve and enhance patient lives through effective and compassionate care.
  • Maintained positive working relationships with referral sources to promote business services.
  • Monitored progress and documented any patient health status changes, keeping healthcare team updated.

Fraud Prevention Specialist

Sitel
01.2015 - 01.2017
  • Analyzed the applicants address and personal information and making sure they match with information provided .
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Handled 70 calls per day to address customer application request.
  • Demonstrated excellent customer service was in the top 5 out of 360 agents .

Customer Service Specialist

Mbna
06.2000 - 01.2004
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Provided basic technical support for clients on wide range of company products.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Verified accuracy of customer account information and updated when necessary.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Directed customers to appropriate departments for additional support.

Shift Manager

Pizza Hut
06.1996 - 01.2003
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
  • Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Tracked receipts, employee hours and inventory movements.
  • Adhered to company standards and compliance requirements for operations and cleanliness of all areas.
  • Exercised composure under pressure and in escalated customer service scenarios.

Education

High School Diploma -

Kingsway Academy
5 1990

Homehealth Aide -

J & M Nursing
11 2004

Skills

  • Customer observations
  • Customer focused-service
  • Kind customer engagement
  • Greeting customers
  • Technical issues analysis
  • Application support
  • Accurate payment posting
  • POS systems expert
  • Credit card processing
  • Order fulfillment
  • Product Knowledge
  • Account management
  • Scheduling
  • Invoicing
  • Patient Advocacy
  • Treatment plan development
  • Professional telephone demeanor

Additional Information

i have achieved almost 1500.00 in bravo points for attendance , first call resolution and meeting my metric of 97% compliance and 100% for sign . I have continue to meet those metric even in my new department .

Timeline

Healthcare Provider

Accessible Registry
01.2020 - 10.2020

Clover Tech

Fiserv
12.2019 - Current

Citizens

Fiserv
09.2019 - Current

Clover Backoffice

Fiserv
09.2019 - Current

Government Stimulus

Fiserv
03.2019 - Current

Customer Service Associate Money Network

Fiserv
10.2017 - Current

Fraud Prevention Specialist

Sitel
01.2015 - 01.2017

Customer Service Specialist

Mbna
06.2000 - 01.2004

Shift Manager

Pizza Hut
06.1996 - 01.2003

High School Diploma -

Kingsway Academy

Homehealth Aide -

J & M Nursing

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KIMBERLEY BARRETT