Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Carter

1339 Richard Bennett Rd,GA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers a strong background in customer relations and communication.

Overview

14
14
years of professional experience

Work History

Consumer Concierge Technical Specialist

Shaw Industries
01.2021 - Current
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Maximized consumer satisfaction by promptly addressing concerns and resolving issues.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Commercial Client Contract Specialist

Shaw Industries
01.2018 - 01.2021
  • First point of contact for Patcraft and SCG customers. Handled incoming phone calls to communicate product value to potential customers and assist current policyholders.
  • Responded to customer requests for products, services, and company information.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.

Call Center Team Manager

EVINE
03.2014 - 08.2017
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Reduced average handle time through the implementation of effective call-handling techniques and scripts.
  • Facilitated departmental training for new hire employees.
  • Work with Resource Management on workforce planning/scheduling to achieve optimum Service level.

Call Center Supervisor

Sitel
02.2011 - 03.2014
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Implement contact center guidelines and standards to increase productivity and eliminate recurring issues.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Supervised 15-30 Customer Service agents in providing excellent customer service to their callers.
  • Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
  • Facilitate departmental training for coaches and representatives.

Education

Murray County High School
Chatsworth, GA

Skills

  • Customer Service
  • Highly Adaptable
  • Strong Work Ethic
  • Effective problem solving
  • Proactive attitude
  • Team player mentality
  • Training and mentoring

Timeline

Consumer Concierge Technical Specialist

Shaw Industries
01.2021 - Current

Commercial Client Contract Specialist

Shaw Industries
01.2018 - 01.2021

Call Center Team Manager

EVINE
03.2014 - 08.2017

Call Center Supervisor

Sitel
02.2011 - 03.2014

Murray County High School

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Kimberly Carter