Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Cotton

Rocky Mount,NC

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

18
18
years of professional experience
3
3
years of post-secondary education

Work History

Major Utility Client Manager

Online Information Services
Winterville,NC, North Carolina
08.2016 - Current
  • Successfully managed high volumes of client interactions and established strong rapport with assigned clients
  • Verified discrepancies, completed research and resolved regarding payroll and invoicing
  • Created, reviewed, presented weekly reports for accounts payable and accounts receivable
  • Reconciled daily AR ledgers and verified proper posting of over $100,000 monthly per client
  • Coordinated and scheduled at least six meeting or performance calls monthly
  • Processed over 50 utility and rental fraud claims. Ensuring each fraud investigation cases was closed within 30 days

Customer Service Representative

Online Information Services
Winterville , NC
04.2016 - 08.2016
  • Answered constant flow of over 80 calls per day from customers and clients. Documented each interaction in CRM software.
  • Documented interaction details CRM software
  • Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes
  • Educated customers how to use company systems, complete forms and obtain desired services

Customer Account Executive

West Corporation
Rocky Mount, NC, NC
12.2014 - 04.2016
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Educated customers on product and service details and information during 100 or more inbound calls daily
  • Determined clients eligibility for income based for programs by performing intake interviews
  • Scheduled approximately 25 field technical jobs, tracked technicians activity to provide customers with ETA

Subject Matter Expert

West Corporation
Rocky Mount , NC
12.2011 - 12.2014
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
  • Assigned daily employee tasks and monitored activity and completion for approximately 20 employees
  • Kept work areas clean, organized and safe to promote efficiency and team safety
  • Primary source of assistance for group of at least 80 representatives, addressed questions regarding system usage and call handling

Order Review And Audit Representative

West Corporation
Winterville, NC
10.2010 - 12.2011
  • Analyzed, reviewed, and reported on audit documents to verify completeness and accuracy
  • Prepared reports, and supporting documentation for audit findings on over 600 accounts monthly
  • Worked with customers and representatives at retail locations to recover over 200 pieces of unaccounted for equipment monthly
  • Reviewed over 80 accounts daily to ensure customers were being billed correctly and removed any unauthorized equipment and fees

Technical Support Agent

West Corporation
Rocky Mount , NC
04.2007 - 10.2010
  • Effectively handled over 100 inbound daily assisting customers with malfunctioning equipment, billing, and other needs
  • Collaborated with field technicians to identify equipment requiring replacement components and resolve advanced problems and documented each interaction
  • Completed over 40 insurance claims for damaged equipment daily

Education

Associate of Arts - Human Services

Edgecombe Community College
Tarboro, NC
01.2009 - 05.2012

Skills

Account Reconciliation

Strong Written & Verbal Communication Skills

Experienced with Fraud prevention software

Outstanding Time Management Skills

Strong Problem-solving Skills

File Management & Data Analysis

Expert at Working with Accounting Software

Timeline

Major Utility Client Manager

Online Information Services
08.2016 - Current

Customer Service Representative

Online Information Services
04.2016 - 08.2016

Customer Account Executive

West Corporation
12.2014 - 04.2016

Subject Matter Expert

West Corporation
12.2011 - 12.2014

Order Review And Audit Representative

West Corporation
10.2010 - 12.2011

Associate of Arts - Human Services

Edgecombe Community College
01.2009 - 05.2012

Technical Support Agent

West Corporation
04.2007 - 10.2010
Kimberly Cotton
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