Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Costello

Mount Storm,WV

Summary

Customer-focused Customer Service Agent known for high productivity and efficient task completion. Possess specialized skills in problem-solving, communication, and conflict resolution. Excel in active listening, empathy, and adaptability, ensuring positive interactions and customer satisfaction. Committed to leveraging these to contribute positively to team goals and enhance customer experiences.

REASON FOR LEAVING THE WORKFIELD IN 2010:

I worked my last job that I was at for over 2 years, although I'm not sure about the date I started, until I was due with my first child. I took maternity leave and gave 2 week notice that I was not returning, as I was going to become a stay at home mom. I am now a single mother (legally separated) with our nearest family in Morgantown, WV, so I'm interested in working a flexible job that allows me to be home for my 5 children in the mornings to get on the bus at 7am, as well as before they get home on the bus at 3:30. I can, however, work at Union Educational Complex, where they all attend, and drive them to and from school with me to be there at expected staff times.

Overview

3
3
years of professional experience

Work History

Bank of America Customer Service Agent

TeleTech Holdings
Morgantown, WV
02.2008 - 05.2010
  • ROUGH ESTIMATE OF MONTH BEGAN
  • Assisted customers with inquiries regarding products and services through phone, regarding their banking accounts.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Processed fee refunds, orders of products, opening and closing of bank accounts, and order cancellations according to policy.
  • Collaborated with other departments, such as claims and sales, to resolve customer issues.
  • Advised customers on purchasing decisions based on their individual or business banking needs.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.
  • Attended training sessions regularly to stay current on new products or services.
  • Ensured compliance with applicable laws when dealing with customers.
  • Answered incoming calls promptly and professionally within company standards.
  • Provided technical support over the phone when needed.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed high-volume of inbound customer calls.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Set up and activated customer accounts.

Door Greeter

Walmart
Morgantown, WV
06.2007 - 02.2008
  • ROUGH ESTIMATE OF MONTHS BEGAN/LEFT
  • Greeted customers as they entered the building and provided directions to their desired destination.
  • Provided customer service assistance, including answering questions about store products, services, and policies.
  • Maintained a clean and organized entrance area by removing debris and wiping down surfaces.
  • Alerted security personnel of any suspicious or disruptive activities in the vicinity.
  • Communicated with management regarding customer complaints or concerns in a timely manner.
  • Checked identification for restricted items prior to allowing entry into the building.
  • Inspected bags and packages entering or exiting the facility for potential threats.
  • Provided assistance with deliveries from vendors and suppliers when needed.
  • Greeted incoming guests to assess needs and monitor behaviors for signs of suspicious activities.

Education

High School Diploma -

Morgantown High School
Morgantown, WV
05-2005

Bachelor of Science - General Psychology

Capella University
Minneapolis, MN

Bachelor of Science - General Psychology

Fairmont State University
Fairmont, WV

Skills

  • Information Verification
  • Call Control
  • De-Escalation Techniques
  • Customer Service
  • Needs Assessment
  • Customer Relations
  • Inbound Customer Service
  • Complaint Handling
  • Customer Complaint Resolution
  • Refund processing

Timeline

Bank of America Customer Service Agent

TeleTech Holdings
02.2008 - 05.2010

Door Greeter

Walmart
06.2007 - 02.2008

High School Diploma -

Morgantown High School

Bachelor of Science - General Psychology

Capella University

Bachelor of Science - General Psychology

Fairmont State University

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Kimberly Costello