Kimberly Coy
San Antonio,TX
Summary
Dedicated customer service professional with over 15 years of experience in client engagement and implementation within the background screening industry. Expert in managing complex customer integrations, designing and delivering tailored training programs, and facilitating effective product implementation. Demonstrated ability to enhance client relationships through meticulous service and support, driving successful adoption and utilization of products. Proven track record in training both clients and new employees, ensuring high levels of competency and performance. Skilled in leveraging extensive industry knowledge to provide strategic recommendations and solutions that improve client satisfaction and operational efficiency.
Overview
17
17
years of professional experience
Work History
Customer Training Specialist
HireRight, LLC
Remote
03.2022 - Current
- Successfully trained over 200 clients monthly, including users from Fortune 100 to 500 companies, educations institutions, and small businesses, managing large groups and ensuring high-quality training delivery.
- Led daily demonstrations of HireRight products via Zoom and Teams, enhancing client engagement and product understanding.
- Developed customized presentations using Microsoft Office, tailored specifically to meet individual client needs to enhance learning outcomes.
- Collaborated with Sales Executives and Account Managers to align training content with key product offerings and client requirements.
- Proactively participated in client meetings, offering strategic recommendations on training best practices and product utilization.
- Designed and delivered training materials for new team members, accelerating their onboarding and effectiveness in client training roles.
Extended Workforce Implementation Specialist
HireRight, LLC
Remote
09.2018 - 03.2022
- Collaborated with Account Manages to oversee operations for key Fortune 100 and 500 clients, implementing change requests, contract modifications, and amendments efficiently.
- Conducted daily remediation planning and follow-up, analyzing account guidelines to ensure compliance and optimal client service.
- Delivered tailored background screening packages to Account Mangers, advising on strategic product selections for client presentations.
- Regularly calculated competitive pricing for both domestic and international background screening services, enhancing client satisfaction and retention.
- Accurately processed rebates and invoice refunds, facilitating financial adjustments as required to maintain client trust and contractual integrity.
- Liaised with both Domestic and Global Internal Departments via multiple communication channels to expedite and streamline client account requests.
Account Analyst, Account Management Department
HireRight, LlC
Remote
04.2016 - 09.2018
- Partnered with Account Managers to orchestrate operations for top-tier Fortune 100 and 500 clients, streamlining change processes and contract updates.
- Spearheaded remediation strategies and provided detailed daily reporting to monitor and enforce account guidelines.
- Strategized with Account Managers to customize background screening packages, enhancing client proposals with insightful product recommendations.
- Managed and updated comprehensive Schedules of Fees and Master Service Agreements to main clarify and compliance across client accounts.
- Maintained robust communication with Domestic and Global Departments to ensure swift and accurate handing of client account requests.
Account Specialist
HireRight, LLC
Remote
05.2010 - 04.2016
- Served as the primary point of contact for all Non-Account Managed clients, ensuring responsive and personalized service.
- Developed pricing strategies for background screening packages, tailoring offers to meet client needs and maximize value.
- Coordinated and led conference calls with clients to recommend best practice products, enhancing their operational effectiveness.
- Collaborated daily with multiple departments including Implementations, Sales and Contacts to advocate effectively for client needs.
- Drove revenue growth by strategically offering additional products, aligning with client needs and boosting sales.
- Managed comprehensive account changes, including service modifications and user management, to meet evolving client needs.
- Guided clients in interpreting complex background check results, providing clear explanations and support.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
Customer Service Representative
HireRight, LLC
Irvine, CA
07.2007 - 05.2010
- Expertly handled and escalated complex customer service issues, ensuring resolution through effective communication via phone, fax and email.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed inquiries from customers and applicants about submitting, viewing and interpreting background reports, providing clear and actionable guidance.
- Guided customers and applicants through data fields and system configurations, enhancing their understating and user experience.
- Demonstrated comprehensive knowledge of both customer and internal guidelines to ensure consistent and compliant service delivery.
- Maintained in-depth familiarity with legal standards including court records, state compliance guidelines, and the FCRA, upholding rigorous accuracy and legal compliance in all transactions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Associate of Applied Science - Business
Northwest Vista College (45 Credit Hours Completed
San Antonio, TXHigh School Diploma -
American Community Schools of Athens
Athens, Greece06.1988
Skills
- Typing 60 wpm
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Microsoft Office
- Sales Force
- Process Analysis
- Improvement plan knowledge
- Management collaboration
Affiliations
- Daughters of the American Revolution
Timeline
Customer Training Specialist
HireRight, LLC
03.2022 - Current
Extended Workforce Implementation Specialist
HireRight, LLC
09.2018 - 03.2022
Account Analyst, Account Management Department
HireRight, LlC
04.2016 - 09.2018
Account Specialist
HireRight, LLC
05.2010 - 04.2016
Customer Service Representative
HireRight, LLC
07.2007 - 05.2010
Associate of Applied Science - Business
Northwest Vista College (45 Credit Hours Completed
High School Diploma -
American Community Schools of Athens