KIMBERLY BROWN
Oklahoma City,OK
Summary
Results Oriented Call Center Representative with a proven track record of assisting patients in obtaining Medical Marijuana Cards and providing exceptional customer service. Skilled in resolving customer complaints and promoting a team atmosphere. Strong computer skills and exceptional attention to detail.
Overview
17
17
years of professional experience
Work History
Call Center Representative
Oklahoma Medical Marijuana Authority
Oklahoma City, OK
10.2022 - Current
- Answering and assisting patients with obtaining Medical Marijuana Cards
- Also assisting customers wanting to obtain a dispensary and or grow license or needing help with obtaining a Credential Employee Card
Customer Service Representative
Oklahoma Secretary of State
Oklahoma City, OK
07.2015 - 08.2021
- Answer incoming calls, review and analyze requests for information, and resolve customer complaints and problems
- Provide excellent customer service to the customers of Oklahoma
- Route calls when escalated or issues may not be resolved by representative
- Reviews and analyzes requests for information and clarification of laws, policies, and procedures; conducts interviews over the phone to clarify issues concerning filing requirements, due dates, registration procedures, and similar matters; completes research of laws and rules as needed to respond to specific inquiries
- Promote a team atmosphere of respect for all team members; work well with colleagues and leadership
- Read, interpret, and apply various laws, rules, and regulations concerning various types filing request to find a resolution for individual issues
- Use computers in reviewing, analyzing, and calculating liabilities
- Exercise independent judgment and provide prompt service
- Establish and maintain effective working relationships with others
- Communicate effective, both orally and in writing, and with difficult or irate customers
- Maintain a professional demeanor in all situations
Customer Service Representative
Williams Sonoma
Oklahoma City, OK
07.2014 - 07.2015
- Address customer questions and concerns regarding product and delivery information
- Provide product information, review alternative solutions if an item is out of stock and place orders for the customer
- Successfully negotiate and appease customers using a variety of methods established by Williams-Sonoma, Inc., guidelines
- Check inventory, process returns, issue replacements and credits for damaged or defective merchandise
- Perform other duties as assigned
- Provide shipping information on customer orders
- Check inventory database and issue replacements and/or credit customers for damaged/defective merchandise
- Provide product information to customer
- Tactfully negotiate and appease customers using a variety of methods
- Interact with various departments on customers behalf
- Process written correspondence
- Perform special tasks and non-phone projects to support the department as assigned
- Complete other duties as assigned
- Assist with Sales and Service calls
Technical Support Specialist
Sprint Wireless
Oklahoma City, OK
02.2013 - 07.2014
- Analyze both routine and non-routine problems with wireless equipment, software applications, and network performance to identify the problem root cause and recommend corrective action
- Some interactions may require deviating from standard screens, scripts, and procedures
- Recommends solutions to customer questions which may require follow-up or escalation to a higher level of expertise
- Handles situations that require adaptation of response or research according to unique customer situations
Retail Sales Representative
Cricket Wireless
Oklahoma City, OK
04.2008 - 02.2013
- Welcome and identify customer needs
- Explain products and services to customers
- Enter and process customer orders
- Investigate and resolve customer complaints
- Light marketing
- Proper use of sales techniques
- Effectively learning and utilizing inventory, policies, and procedures
- Meet sales goals
Education
High School Education -
Richwoods High School
Peoria, IL05.1983
Skills
- Strong computer skills
- Exceptional attention to detail
- Exceptional interpersonal skills
- Strong Verbal Communication Skills
- Customer Service
- Typing
- Sales
- Retail Sales
- Leadership
- Computer networking
- Cash Handling
- Call logging
- Complaint resolution
- Account updating
- Customer communications
- Quality assurance controls
- Call center customer service
- Resolving issues
References
- Patricia, Coats, Colleague, Passion5065@gmail.com, (405)924-2623
- Connie, Walton, Colleague, Connie.walton@ommma.ok.gov, (405)365-4656
- Bevra, Merritt, Friend, teachit@swbell.net, (405)401-4903
- Lucius, Drawhorn, Church Member, Drawhorn.lucius@dol.gov, (405)574-4297
Timeline
Call Center Representative
Oklahoma Medical Marijuana Authority
10.2022 - Current
Customer Service Representative
Oklahoma Secretary of State
07.2015 - 08.2021
Customer Service Representative
Williams Sonoma
07.2014 - 07.2015
Technical Support Specialist
Sprint Wireless
02.2013 - 07.2014
Retail Sales Representative
Cricket Wireless
04.2008 - 02.2013
High School Education -
Richwoods High School