Kimberly Bradshaw
Bakersfield,CA
Summary
Accomplished Call Center Supervisor with a proven track record of Enhancing customer satisfaction and first-call resolution rates. Skilled in Quality Assurance and Empathetic customer service, I excel in coaching teams to exceed performance targets through effective call monitoring and complex problem-solving.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
Fortuna BMC
03.2024 - 10.2024
- Handled a team of 22 call center agents for the Medi-Cal Dental project.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Call Center Agent
Qualfon
02.2023 - 03.2024
- Handled service requests by patients and providers for the Medi-Cal Dental project.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Answering Service Operator
ITelefleet
01.2020 - 01.2023
- Relayed and transcribed written and verbal messages to personnel.
- Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
- Collaborated with team members on continuous improvement initiatives to optimize service delivery processes.
- Provided exceptional customer support by identifying concerns, clarifying issues, and offering solutions tailored to individual needs.
Education
High School Diploma -
Ridgeview High School
Bakersfield, CA05-2014
Skills
- Quality Assurance
- Chat Support
- Call Monitoring
- Coaching and Mentoring
- Customer Service
- Call Center Operations
- Complex Problem-Solving
- Strong Work Ethic
- Empathy and Patience
- Microsoft CRM
- CD-MMIS
- CxOne
Certification
Typing Certification of 64 WPM
Timeline
Call Center Supervisor
Fortuna BMC
03.2024 - 10.2024
Call Center Agent
Qualfon
02.2023 - 03.2024
Answering Service Operator
ITelefleet
01.2020 - 01.2023
Typing Certification of 64 WPM
High School Diploma -
Ridgeview High School
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