Kimberly Brown
Customer Engagement
Las Vegas,NV
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Customer Engagement Representative-Remote
Holiday Systems International
12.2020 - Current
- Utilized customer service software to manage interactions and track customer satisfaction.
- Trained new team members on company policies, procedures, and best practices in customer engagement.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Managed a high volume of inbound calls to provide timely assistance for customers'' needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional service for increased customer loyalty and repeat business.
- Assisted with sales initiatives by offering relevant information about products and services based on each individual''s needs.
Marketing Agent
Wyndham Vacation Resort
08.2018 - 11.2018
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Managed efficient cash register operations.
- Generated new sales leads to achieve and exceed monthly sales goals.
OPC Marketing Agent
Westgate Resort
02.2018 - 07.2018
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Worked with floor team and managers to meet wide range of customer needs.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Contract Processor
Diamond Resort International
05.2016 - 05.2017
- Increased client satisfaction rates with timely and professional communication during the contract negotiation process.
- Coordinated with finance teams on payment schedules, ensuring prompt invoicing and receipt of funds from clients.
- Stayed up-to-date with industry trends and regulations to ensure compliance in all contractual agreements.
- Developed a comprehensive training program for new Contract Processors, improving team productivity and cohesion.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Performed general equipment maintenance and repair to minimize downtime.
- Supported sales teams with strong negotiation skills, securing advantageous deals for the company.
- Applied effective time management techniques to meet tight deadlines.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
Administrator Assistant/Payroll, Seasonal
TJ Maxx Distribution
10.2016 - 12.2016
- Created and maintained databases to track and record customer data.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
Accounting Coordinator
Bluegreen Resort
07.2013 - 04.2016
- Developed customized financial reports for management review, facilitating informed business decisions.
- Coordinated and monitored department workflow to maintain efficiency.
- Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry.
- Collaborated with internal departments to resolve discrepancies, fostering strong cross-functional relationships.
- Tracked funds, prepared deposits and reconciled accounts.
- Oversaw vendor activities and initiated plans to improve relationships and performance.
- Reduced errors in financial reporting by diligently reviewing and reconciling accounts on a monthly basis.
- Assisted with year-end audit preparation, gathering supporting documents and responding to auditor inquiries.
Contract Processor II
Holiday Inn Vacations
08.2012 - 06.2013
- Prepared reports and technical documentation of day-to-day production processes.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Reduced contract approval time by closely collaborating with legal teams to address potential issues.
- Managed a database of contracts, ensuring easy access and retrieval as needed for various departments.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Supported sales teams with strong negotiation skills, securing advantageous deals for the company.
- Monitored weekly sales to write reports for senior leadership and streamline operational processes.
Front Desk Receptionist
Robert Foresters Physical Therapy
09.2011 - 10.2011
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Front Office Representative
Dr. G. Timothy Kelly, MD
06.2010 - 07.2011
- Ensured accuracy in billing procedures, preventing discrepancies between guest charges and invoiced amounts.
- Screened visitors and issued badges to maintain safety and security.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
- Answered multi-line phone system and forwarded calls to appropriate individuals.
- Organized paperwork such as charts and reports for office and patient needs.
- Assisted with medical coding and billing tasks.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Medical Biller
Center for Diseases and Surgery of the Spine
07.2006 - 07.2008
- Supported efficient scheduling practices by verifying patient eligibility and coverage prior to appointments.
- Ensured timely payments from insurance providers through submission of accurate and complete claims.
- Audited and corrected billing and posting documents for accuracy.
- Organized filing system for patient records, expediting access to essential documents when needed.
- Enhanced revenue collections for the medical practice with diligent follow-ups on unpaid claims.
- Maintained compliance with industry regulations by staying updated on changes to medical billing codes and requirements.
- Generated accounts payable reports for management review to aid in financial and business decision making.
- Posted payments and collections on regular basis.
- Used data entry skills to accurately document and input statements.
- Acted as liaison between healthcare providers and insurance companies; resolved disputes quickly while maintaining positive relationships.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Responded to customer concerns and questions on daily basis.
Front Office Representative
Summit Medical Group
08.2002 - 07.2006
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Answered multi-line phone system and forwarded calls to appropriate individuals.
- Organized paperwork such as charts and reports for office and patient needs.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Transcribed phone messages and relayed to appropriate personnel.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Performed various administrative tasks by filing, copying and faxing documents.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Prepared and processed patient referrals and transfer requests.
- Completed patient referrals to other medical specialists.
- Received and routed laboratory results to correct clinical staff members.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Bachelor of Science - Human Resources Management
University of Phoenix
Las Vegas, NV03.2026
Diploma -
Cheyenne High School
North Las Vegas, NV06.2000
No Degree - Customer Service
Area Technical Trade Center
Las Vegas, NV02.2000
Skills
- Microsoft Office Suite
- Customer Retention Strategies
- International sales support
- Account Management
- Database Management
- Teamwork and Collaboration
- Critical Thinking
- Microsoft Excel
- De-Escalation Techniques
Timeline
Customer Engagement Representative-Remote
Holiday Systems International
12.2020 - Current
Marketing Agent
Wyndham Vacation Resort
08.2018 - 11.2018
OPC Marketing Agent
Westgate Resort
02.2018 - 07.2018
Administrator Assistant/Payroll, Seasonal
TJ Maxx Distribution
10.2016 - 12.2016
Contract Processor
Diamond Resort International
05.2016 - 05.2017
Accounting Coordinator
Bluegreen Resort
07.2013 - 04.2016
Contract Processor II
Holiday Inn Vacations
08.2012 - 06.2013
Front Desk Receptionist
Robert Foresters Physical Therapy
09.2011 - 10.2011
Front Office Representative
Dr. G. Timothy Kelly, MD
06.2010 - 07.2011
Medical Biller
Center for Diseases and Surgery of the Spine
07.2006 - 07.2008
Front Office Representative
Summit Medical Group
08.2002 - 07.2006
Bachelor of Science - Human Resources Management
University of Phoenix
Diploma -
Cheyenne High School
No Degree - Customer Service
Area Technical Trade Center
References
References are available on request.
Similar Profiles
Ong Sze TingOng Sze Ting
Financial Director at TUI International Holiday (Malaysia) Sdn BhdFinancial Director at TUI International Holiday (Malaysia) Sdn Bhd
Juana AlcantaraJuana Alcantara
Cleaning Crew Member at Holiday Inn Miami International AirportCleaning Crew Member at Holiday Inn Miami International Airport
TANVEEN KAUR KHAIRATANVEEN KAUR KHAIRA
Guest Service Agent at Holiday Inn Toronto International AirportGuest Service Agent at Holiday Inn Toronto International Airport
Alexis KeenanAlexis Keenan
Assistant Store Manager- Client Experience at SephoraAssistant Store Manager- Client Experience at Sephora
Jamey GisendanerJamey Gisendaner
Senior Resolution Manager at BarclaysSenior Resolution Manager at Barclays