Kimberly Cochran
Convergy's
Valdosta,GA
21
years of professional experience
Dynamic customer service professional with a proven track record at Convergy's, excelling in conflict resolution and data accuracy. Skilled in CRM systems and active listening, I consistently enhance customer loyalty through effective complaint handling and issue resolution, driving repeat business and fostering positive client relations.
Work History
Customer Service Representative
7 Years 4 Months- Managed inbound customer calls and resolved billing, account, and service inquiries with professionalism.
- Documented call details and updates accurately in CRM systems for follow-up and recordkeeping.
- Assisted customers with troubleshooting steps and guided issue resolution using scripted procedures.
- Processed account changes, service requests, and order updates while maintaining data accuracy.
- De-escalated difficult interactions by applying active listening and clear communication techniques.
- Followed call center policies and quality standards to maintain consistent customer support.
- Adapted quickly to new systems, procedures, and product information in fast-paced service environment.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Assistant Manager
6 Years 3 Months- Supervised daily store operations, maintaining smooth customer service and team coverage.
- Trained associates on register procedures, cash handling, and store policies.
- Monitored inventory levels, restocked merchandise, and reduced out-of-stock conditions.
- Resolved customer concerns quickly, supporting positive service and repeat business.
- Coordinated opening and closing procedures, ensuring security and operational readiness.
- Assisted with scheduling, task delegation, and shift coordination for frontline staff.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Manager
6 Years 11 Months- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
No Degree - Business
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Call center experience
Conflict resolution
Complaint handling
Complaint resolution
Payment processing
Client relations
Professional telephone demeanor
Scheduling
Microsoft outlook
Product knowledge
Appointment scheduling
Customer relationship management (CRM)
Building rapport
Quality control
Timeline
Customer Service Representative
Convergy's
01.2002 - 05.2009Read More
Assistant Manager
Fina Mart #103(Holland Oil Company)
05.1995 - 08.2001Read More
Manager
Orange Lake Marketing
04.1988 - 03.1995Read More
Wiregrass Georgia Technical College
No Degree from Business
Read More
Valdosta High School
High School Diploma
Read More