Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Cole

Norfolk,VA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Service Specialist

Eventus WholeHealth
01.2022 - Current
  • Responded to 120+ phone calls and greeted over 1300+ clients courteously as the company's first point of contact
  • Provided professional customer service and accurate information, leading to an 85% retention rate of first-time callers.
  • Resolved pending customer issues based on repeated telephone calls and informed them about self-service options; increased satisfaction rating from 2.5 to 4.8 stars.
  • Replied to 270+ email inquiries and 500+ orders from existing and potential customers in the first month.
  • Improved customer service wait times to mitigate complaints.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.

Technician Specialist

Genius Wireless & Computer
04.2020 - 01.2023
  • Tested refurbished mobile phones, mobile phone applications and new features on mobile phones after being repaired.
  • Put all functional units inappropriate area and all nonfunctional units inappropriate failure area.
  • Performed system diagnostics on mobile/smartphones, Conducted system functional testing and record failures in the database.
  • Repaired hardware and software problems on cell phones.
  • Utilized many different apps and computer programs to facilitate repairs.
  • Customers throughout the whole process, from empathized with their problem to explaining the repair.
  • Performed further checks using electronic hand tools and prescribed testers.

Wireless Sales Associate

Metro by T-Mobile
01.2018 - 02.2021
  • Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
  • Coordinated and delegated team tasks and monitored completion to drive efficiency while generating 70% of sales and leading by example
  • Implement 50% of daily training, job instructions and blueprints to verify completion of assigned tasks with outlined specifications
  • Handle 45% of daily calls per shift to address customer inquiries, concerns and schedule appointments through referrals and repeat business
  • Developed team communications and information for team alongside management
  • Increased customer satisfaction by resolving equipment, network and troubleshooting issues for existing and new customers
  • Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship.

Education

Associate of Science - Business Administration And Management

Thomas Nelson Community College
Hampton, VA

Skills

  • First-Tier Technical Support
  • Administrative and Office Support
  • Order and Refund Processing
  • High-Volume Call Environments
  • Customer Relationship Management
  • Call Volume and Quality Metrics
  • Good Communication Skills
  • Calm and Professional Under Pressure
  • Time Management
  • Tenacity

Timeline

Customer Service Specialist

Eventus WholeHealth
01.2022 - Current

Technician Specialist

Genius Wireless & Computer
04.2020 - 01.2023

Wireless Sales Associate

Metro by T-Mobile
01.2018 - 02.2021

Associate of Science - Business Administration And Management

Thomas Nelson Community College

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Kimberly Cole