Summary
Overview
Work History
Education
Skills
Timeline
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KIMBERLY CARNEVALE

Parkesburg,PA

Summary

Dedicated Customer Care Manager with a proven track record in managing customer care operations and driving initiatives that enhance customer satisfaction while streamlining processes. Expertise in conflict resolution and team leadership has consistently improved team performance and client relations. Committed to fostering a positive customer experience through strategic problem-solving and proactive communication. Passionate about leveraging skills to contribute to organizational success and elevate service standards.

Overview

25
25
years of professional experience

Work History

Customer Care Manager

J Knipper and Company
01.2025 - 06.2025
  • Streamlined communication channels for increased productivity and improved cross-functional collaboration within the team.
  • Ensured adherence to industry best practices in customer service delivery, maintaining a consistently high level of professionalism and quality across all interactions.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.

Customer Care Manager

Priority Solutions, Part of Thermo Fisher Scientific
07.2000 - 12.2024
  • Implemented process improvements resulting in reduced response times for customer inquiries.
  • Analyzed customer feedback to identify trends and inform strategic decisions for service enhancements.
  • Fostered a collaborative environment, mentoring staff to drive individual and team growth.
  • Oversaw daily operations of the Customer Care Team, ensuring timely resolution of inquiries through efficient resource allocation and workload distribution.
  • Coordinated with other departments to ensure seamless customer service delivery, resulting in reduced response times and increased efficiency.
  • Developed comprehensive training programs to enhance team members'' skills, ultimately leading to higher customer satisfaction rates.
  • Managed staffing levels according to business needs, optimizing resources while maintaining high-quality customer support services at all times.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Created customer support strategies to increase customer retention.
  • Worked with providers to define quality metrics and outcome reporting process.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Performed duties and provided service in accordance with established operating procedures and company policies.

Education

Nursing Prerequisite Courses

Delaware County Community College

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Interboro High School
06.1986

Skills

  • Customer relations
  • Training and mentoring
  • Schedule Management
  • Account management
  • Data tracking
  • Cross-functional collaboration
  • Report preparation
  • Strong leadership
  • Customer experience improvement
  • Positive attitude
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Excellent communication
  • Organizational skills
  • Active listening

Timeline

Customer Care Manager

J Knipper and Company
01.2025 - 06.2025

Customer Care Manager

Priority Solutions, Part of Thermo Fisher Scientific
07.2000 - 12.2024

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Interboro High School

Nursing Prerequisite Courses

Delaware County Community College

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KIMBERLY CARNEVALE