Kimberly Anlage
Customer Operations
Fountain Valley
Summary
Proven track record in enhancing customer satisfaction and operational efficiency, notably at Sonendo. Excelled in critical thinking and client relationship building, streamlining warranty procedures and reducing response times. Achieved performance targets and fostered cross-functional teamwork, demonstrating a strong work ethic and problem-solving abilities.
Overview
25
25
years of professional experience
Work History
Customer Operations Representative
Sonendo
Laguna Hills, CA
01.2023 - Current
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Piloted a new warranty procedure streamlining workflow and reducing response times.
- Consistently met or exceeded performance targets related to quotas for signing.
- Assisted customers with product inquiries, guiding them towards informed purchasing decisions that met their needs.
- Streamlined processes to enhance communication between departments, boosting overall operational efficiency.
- Partnered with other departments for seamless issue resolution, fostering a collaborative work environment focused on client satisfaction.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Axonics
Irvine, CA
02.2019 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Responded proactively and positively to rapid change.
Customer Service/Concierge
Alignment Healthcare
Orange, CA
10.2018 - 12.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes while maintaining a professional demeanor, ensuring positive interactions with customers.
- Collaborated with cross-functional teams to address customer concerns, resulting in better overall service quality.
- Cultivated strong customer relationships with personalized attention and proactive follow-ups on inquiries.
- Streamlined communication channels for improved customer service experience and faster issue resolution.
- Identified areas of improvement in processes, contributing to increased efficiency and reduced operational costs.
Education
Bachelor of Science - Business Administration
University of Phoenix
Tempe, AZ06-2010
Skills
- Strong work ethic
- Critical thinking
- Client relationship building
- Goal-oriented mindset
- Empathy display
- Payment processing
- Multitasking and organization
- Complaint handling
- Call center operations
- Cross-functional teamwork
- Problem-solving abilities
- Multitasking Abilities
Accomplishments
- Created and implemented a warranty program that resulted a 133% increase of sales. .
- Collaborated with Tech Manager in the development of warranty coverage with repair costs and budgets.
- Achieved 80% recovery by introducing a process for finance and tech services to track charges for repairs.
Timeline
Customer Operations Representative
Sonendo
01.2023 - Current
Customer Service Representative
Axonics
02.2019 - 12.2022
Customer Service/Concierge
Alignment Healthcare
10.2018 - 12.2019
Bachelor of Science - Business Administration
University of Phoenix
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