Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kimberly Carnevale

Parkesburg,PA

Summary

Dynamic customer service leader with proven success at Patheon Logistics, driving performance improvements and enhancing team productivity. Expert in problem-solving and staff training, I foster strong customer relationships while implementing effective policies. Recognized for elevating service quality and achieving high satisfaction rates through strategic collaboration and comprehensive reporting.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Manager, Customer Service

J Knipper and Company
Lakewood, NJ
01.2025 - Current
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Conducted research and reviewed findings to solve customer issues.
  • Audited customer account information to identify issues and develop solutions.

US Logistics/Senior Customer Care Manager

Patheon Logistics Part of Thermo Fisher Scientific
Swedesboro, New Jersy
07.2000 - 12.2024
  • Created detailed reports on customer service metrics, including response times, resolution rates, and average handle times.
  • Led initiatives aimed at enhancing overall productivity while maintaining high levels of customer satisfaction.
  • Reviewed customer feedback and complaints to identify areas of improvement in service delivery.
  • Ensured that all employees adhere to company guidelines when interacting with customers.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Organized weekly meetings to discuss challenges faced by the team in delivering quality services to customers.
  • Maintained strong relationships with customers through proactive communication regarding their inquiries or concerns.
  • Provided ongoing training for staff members on customer service best practices.
  • Revised department schedules to maximize coverage during peak hours.
  • Collaborated with other departments within the organization to resolve complex customer issues quickly.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Worked with cross-functional teams to achieve goals.

Education

High School Diploma -

Interboro High School
Prospect Park
06-1986

Some College (No Degree) - Nursing

Delaware County Community College
Media, PA

Skills

  • Customer service
  • Team leadership
  • Performance evaluation
  • Report generation
  • Problem solving
  • Policy implementation
  • Teamwork
  • Cross-functional team leadership
  • Staff training and development
  • Supply chain management
  • Documentation and reporting
  • Customer relationship management

Certification

  • PPI Certified

References

References available upon request.

Timeline

Manager, Customer Service

J Knipper and Company
01.2025 - Current

US Logistics/Senior Customer Care Manager

Patheon Logistics Part of Thermo Fisher Scientific
07.2000 - 12.2024

High School Diploma -

Interboro High School

Some College (No Degree) - Nursing

Delaware County Community College

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Kimberly Carnevale