Kimberly Coleman

• Multiple visits to Mothers home that sold in 2023. Downgraded and relocated her to an independent living facility within 30 days.
• Weekly planning schedule for doctor appointments, bloodwork, Prescription arrangement, Physical Therapy, and entertainment.
• Organized and shopped for household supplies.
• Food prepped for the week on Sundays.
• Assisted with daily activities if needed, ensuring a high standard of care and support.
• Second relocation to a Villa in a over 55 community. Mom did not like the cafeteria, meals, housekeepers coming in two times a week. Saving about 50% at current residence. More social, event planning, day trips and better choices for meals.

• Provided exceptional customer service and sales support for Home and Property insurance products
• Explained insurance products, coverage types, and benefits.
• Assisted in choosing extra coverage for personal items
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Sold Renters Insurance for apartment home clients
• Offered and added quotes when requested
• Provided ongoing support to existing clients, reviewing policies periodically to ensure adequate coverage as their needs evolved.
• Participated in professional development workshops and seminars to enhance industry knowledge and skills.
• Displayed consistent, positive attitude towards customers, peers, and other personnel, even during high-stress situations.

• Conducted inbound research regarding health insurance for our senior citizen members
• Researched and provided information on prescription coverage, medical devices, and home healthcare
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Arranged medical transportation for Doctor appointments, and surgery
• Paid attention to detail while completing assignments.
• Scheduled vision and dental appointments
• Developed and maintained courteous and effective working relationships.
• Filed claims and submitted prior authorization approvals

• Managed inbound phone sales and service for wireless products
• Assisted with billing inquiries, device activations, service upgrades, and troubleshooting
• Adapted to a work-from-home position during the COVID-19 pandemic
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
• Increased customer retention by offering personalized solutions and building rapport through empathetic listening.

Daughter unbeknownst to me was experiencing cyber bullying. After numerous attempts to get the School to handle this with the other parents, I had to make a choice. The choice was between many years at United Airlines and my daughter. As a single mother,there was no choice. We both adapted to mom being home before and after school. Mom knowing all social media passwords. Mom and daughter having open and honest conversation while preparing meals. Including a child Therapist for understanding.

• Responsible for providing exceptional and personal service to elite high-mileage executive clientele including top revenue passengers, celebrities, government officials, and dignitaries
• Interfaced with clients to assess needs and rapidly provided effective solutions to increase satisfaction and retention; actively researched and resolved customer complaints
• Coordinated travel arrangements including rescheduling or special requests of executive travelers
• Provide compensation at my discretion for any United-caused inconvenience
• Handled confidential and sensitive information with discretion and tact.
• Processed travel expenses and reimbursements for executive team and senior management group.
• Served as a liaison between departments to facilitate effective communication throughout the company.
• Answered high volume of phone calls and email inquiries.