Kimberly Ballard
Orlando,Florida
Summary
With a career spanning two decades in customer service, including eight years dedicated to Amazon, I have developed a strong foundation in customer obsession and problem-solving. My expertise lies in understanding customer needs and working backwards to find solutions that exceed expectations. I am detail-oriented, data-driven, and committed to delivering exceptional customer experiences. As a team player, I contribute to a positive work environment and collaborate with team members to resolve complex customer issues. I proactively participate in and support intiatives focused on enhancing the customer experience and process optimization. I have successfully maintained accountability to attendance, productivity, and quality expectations while adapting to the change requirements of the business.
Overview
22
22
years of professional experience
Work History
Customer Service Associate L2
Amazon
CS Operations-Var
09.2016 - Current
Thrive Leadership Program Q2
May 07-20th-2023
Leadership Development program
Monthly Business Review (MBR)
(Observed April 2023)
Banner Program
Feb. 20th, 2024 - Present
Report and submitt tickets detailing the system and feature issues with the implementation of AC3.
Customer Connection Virtual Gemba Walks Assist with live calls and deep dive discussions in real time scenarios with a group of 25 or more VP of operations and stakeholders.
Attended a monthly ASCS – C2 for CS Customer Experience Workshop
Listened to and reviewed a live contact with a focus on highlighting the pain points of the customer and the customer service associates experience, to deep dive process improvements.
Discussed broader problem statements and issues to identify, and committ to next steps to improving the customers experience.
Roundtable for associate research for the CX-UX Studio, Discussed the CSA role and reviewed concepts. Addressed the issues and concerns associated with the authentification process to raise awareness about security risk and the difficulties with the authentification process. I worked with the UX-Designer to provide the customers point of view , to improve the process.
GHS research team Piloted the new hire test experience.
Cross Function
Wedding and Baby Registries.
Try before you buy.
Canadian Retail.
Hyatt Reservation Specialist
Hyatt
Remote
11.2017 - 12.2019
Infant Screening Cordinator
Orlando Regional Medical Center
Orlando, FL
08.2002 - 09.2015
Education
None - Core classes
Valencia Community College
Orlando, Florida05.1998
Bachelor's - Graphic art and WebDesign, Digital Media
Full Sail University
Orlando, Florida11.2016
Skills
- Clear and articulate in effective communication in writing and speech
- Exceptionally strong Customer handling with a focus on genuine quality care
- Result driven project management from start to finish
- Ability to stay calm and to access and prioritize an escalated situation and provide the best outcome
- Empathy, and compassion to assist from the customers perspective and work backwards
- Passionate about learning and the development of leadership skills for myself and my colleagues
- Proven customer obsession and resolution skills taking a proactive approach at problem solving and identification and reporting
- Microsoft office, Excel,AC3, CSC, Quip
- In Design, Photoshop, Illustrator
- Familiar with Heartbeat, Amazon projects, and Journey mapping
- Knowledge of Kaizen, and Gemba
- Familar with the Six Sigma/ Lean process
Initial
K
Timeline
Hyatt Reservation Specialist
Hyatt
11.2017 - 12.2019
Customer Service Associate L2
Amazon
09.2016 - Current
Infant Screening Cordinator
Orlando Regional Medical Center
08.2002 - 09.2015
None - Core classes
Valencia Community College
Bachelor's - Graphic art and WebDesign, Digital Media
Full Sail University