Kimberley "Cason" Ladymon
Elkridge,MD
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Overview
34
34
years of professional experience
Work History
Marketing Specialist
Homefix Remodeling
12.2023 - Current
- Tracked trade show expenses to maintain budget.
- Onboarded new team members and coached personnel in marketing tasks.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Established and managed relationships with external data providers and research vendors.
- Tracked key performance indicators to measure success of campaigns.
Operations Specialist
Eclipse Remodeling
06.2023 - 11.2023
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Gathered, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
Call Center Agent, IT Tech Assistant, Operations Specialist, Dispatcher
NU Look Home Design
12.2022 - 06.2023
- Started in the call center and worked my way up to Dispatching all the leads out for the Sales Team, and Insurance Experts
- Was always Top 3 in sales for Call Center Agent
- Twice got Agent of The Month
- Was always a Top Performer
- Was also a lead for IT when anything was needed in the office, Software, or hardware
- Then became Operations Specialist, helping with Dispatch, Quality Assurance, Writing Solar Contracts and Still assisting with IT needs
- Very Familiar with Salesforce, MarketSharp CRM, Mitel Phone systems and Regal IO
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
Running Machine Press
Macintosh Labs
06.2022 - 01.2023
- Building Speakers and CD Players
- Building Amplifiers
- Reviewed materials submitted for duplication for quality, accuracy and document layout.
- Completed inventory check of supplies before each job to avoid delays in job completion.
- Unloaded paper rolls and ink stock from cargo pallets to keep shelves stocked and materials easily accessible and organized.
- Completed binding, shrink-wrapping and collating tasks before packaging and shipping completed products.
Sauté Chef, Line Cook, Food Prep
Outback Steakhouse
07.2021 - 01.2022
- I worked On The Line and learned the recipes, I was the main chef for Saute and also did Food prep for the day
- Chopped vegetables, butchered meat and made sauces to prepare food for service.
- Complied with nutrition and sanitation regulations and safety standards by taking proper precautions to deliver high-quality food timely and simultaneously.
- Followed instructions to cook menu items in cooperation with kitchen staff.
- Displayed correct recipes on monitor during prepping, frying and sautéing process to prepare ingredients and plate dishes to business standards.
- Cooled, stored, labeled and dated food products appropriately to maximize ingredient freshness when preparing recipes.
- Maintained smooth and timely operations in preparation and delivery of meals.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Monitored food quality and presentation to maintain high standards.
- Prepared food items in compliance with recipes and portioning control guidelines.
Call Center Agent
Navient Call Center
07.2020 - 02.2021
- Taking Calls for New York Labor Department for Unemployment Services, directing them to the correct area, and helping solve issues with accounts
- Short Term Contract
- Fast Paced Call Center
Line Cook, Food Prep, Dishwasher, Truck
Ruby Tuesday’s
03.2018 - 03.2020
- Learned and Cooked Recipes on the line
- Did the entire food prep for the restaurant, which included all the recipes from the cookbook
- Have a vast knowledge of all the kitchen and dish equipment, how to break it down, and how to service it
- Did the truck orders and put the truck away as well
- Did this twice a week for over a year and half
- With each menu change, learned how to prepare and cook for the guests during lunch service, and dinner service up to and over 40 hours a week
Line Cook, Dishwasher, Food Prep
Olive Garden
11.2017 - 02.2018
- Learned and Cooked Recipes on the line
- Did the entire food prep for the restaurant, which included all the recipes from the cookbook
- Have a vast knowledge of all the kitchen and dish equipment, how to break it down, and how to service it
- With each menu change, learned how to prepare and cook for the guests during lunch service, and dinner service up to and over 40 hours a week
Home Health Aid
Home HealthCare
12.2002 - 10.2017
- Assisted patients with physical movements to help restore function and lessen pain and disability
- Read and record temperature, pulse and respiration
- Massaged patients and applied preparations and treatments, such as liniment, alcohol rubs and heat-lamp stimulation
- Assisted with adequate nutrition and fluid intake
- Planned, prepared and served meals and snacks according to prescribed diets
- Provided transportation, assistance and companionship to clients
- Cleaned and organized patients' living quarters
- Performed household tasks such as laundry, dusting, washing dishes and vacuuming
- Positioned residents for comfort and to prevent skin pressure problems
- Assisted in application of traction devices
- Provided personal nursing care in pre- and post-operative situations
- Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs
- Administered simple range of motion exercises
CRS/ Tech Support
Sprint
06.2001 - 09.2002
- Verified that information in the computer system was up-to-date and accurate
- Eliminated outdated records by sending the records to be scanned
- Implemented a consultative selling approach on all inbound calls
- Conducted business to business telephone sales
- Negotiated prices, terms of sales and service agreements
- Identified product problems and strengths and collected data on the customer experience
- Worked closely with QA to develop use cases, review test cases and track feature bugs
CSR/ Support Specialist
Mindspring
06.1997 - 03.2001
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Trained staff on how to improve customer interactions
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met
- Provided base level IT support to company personnel
- Helped customers track and ship packages, responding to an average of 200 calls per day
- Supported customers with online billing and account issues
Inspector, Office Assistant, Warehouse Manager
Central Shipping and Inspection
10.1990 - 04.1997
- Maintained up-to-date records at all times
- Addressed customer service inquiries in a timely and accurate fashion
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Trained staff on how to improve customer interactions
Education
Massage Therapy - Massage Therapist, Coursework in Anatomy, Physiology and Health Assessments
Hands on Therapy
Dallas, TX01.1992
Associate of Applied Science - IT Support/ Software Security, Coursework in Software Engineering and Technology Management, Coursework in Computer Networking and Information Technology
Trinity Valley
Tyler, TX01.2003
Associate of Science - Accounting, Continuing education courses focusing on the Major Changes in Accounting Standards
Eastfield College
Mesquite, TX01.1992
Skills
- High customer service standards
- Employee relations specialist
- Call center management experience
- Dedicated to process improvement
- Conflict resolution proficiency
- Devoted to data integrity
- Strong problem solving ability
- Negotiation competency
- Troubleshooting skills
- Telecommunications knowledge
- Training manual contributor
- Proficient in customer account software
- Multi-channel contact center software
- Customer Relationship Management software (CRM)
- Adept in automated attendant systems
- Branding
- Customer research
- Sales strategy
- Fact-checking
- Business negotiations
- Database management
- Pricing structures knowledge
- Digital marketing
- Copywriting expertise
- Marketing campaign strategy
- Proficient in [software]
Accomplishments
- Managed call flow with up to 245 calls in queue per minute.
- Exceeded corporate target for customer satisfaction for 6 months in a row.
Timeline
Marketing Specialist
Homefix Remodeling
12.2023 - Current
Operations Specialist
Eclipse Remodeling
06.2023 - 11.2023
Call Center Agent, IT Tech Assistant, Operations Specialist, Dispatcher
NU Look Home Design
12.2022 - 06.2023
Running Machine Press
Macintosh Labs
06.2022 - 01.2023
Sauté Chef, Line Cook, Food Prep
Outback Steakhouse
07.2021 - 01.2022
Call Center Agent
Navient Call Center
07.2020 - 02.2021
Line Cook, Food Prep, Dishwasher, Truck
Ruby Tuesday’s
03.2018 - 03.2020
Line Cook, Dishwasher, Food Prep
Olive Garden
11.2017 - 02.2018
Home Health Aid
Home HealthCare
12.2002 - 10.2017
CRS/ Tech Support
Sprint
06.2001 - 09.2002
CSR/ Support Specialist
Mindspring
06.1997 - 03.2001
Inspector, Office Assistant, Warehouse Manager
Central Shipping and Inspection
10.1990 - 04.1997
Associate of Applied Science - IT Support/ Software Security, Coursework in Software Engineering and Technology Management, Coursework in Computer Networking and Information Technology
Trinity Valley
Associate of Science - Accounting, Continuing education courses focusing on the Major Changes in Accounting Standards
Eastfield College
Massage Therapy - Massage Therapist, Coursework in Anatomy, Physiology and Health Assessments
Hands on Therapy
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