Kimberly Dalrymple
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
24
24
years of professional experience
Work History
Call Center Representative
Maximus
Remote
10.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Enroll/Disenroll consumers into health plans.
- Completes application for health insurance coverage
- Process reinstatement request.
- Assisted supervisor with management of assigned team.
Remote Customer Care Representative
Aston Carter
Remote
09.2022 - 10.2023
- Provided information and referrals to people in need of health and human service information.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Quality Assurance Team Lead
Bolder Dreams LLC
Remote
02.2015 - 07.2023
- Participated in the selection, training, and development of high-performing team members.
- Initiated and processed improvements by identifying service delivery gaps, offering solutions, and successfully implementing ideas to enhance products and services.
- Ensured compliance for all processes and policies.
- Used communication and role modeling to ensure all team members understood what behaviors were required to provide extraordinary customer care clearly.
- Exercised sound judgement within the scope of empowerment, and acted in the best interest of both the consumer and the company while retaining accounts and ensuring first call resolutions were met.
- Coached and motivated 15-person QA team to develop competencies.
- Communicated directly with QA team to resolve user-reported problems and questions.
- Supported development of materials, aids and curriculum to direct staff in procedures and operations.
- Created requirements for milestones and monitored completion of tasks for QA team.
- Ensured compliance with industry standards by conducting regular audits on internal processes and documentation practices.
- Conducted risk assessments prior to major releases, enabling informed decision-making regarding potential impacts on customers.
- Mentored junior team members, improving their technical skills and overall performance.
- Documented nonconforming material and reported to appropriate team leaders for review and assessment.
Reservation Agent
Omaha Reservation Center
Remote
06.2017 - 12.2018
- Handled reservation and pre-arrival processes through phone, email, and other channels, while providing exceptional guest service.
- Responded to guest inquiries to include reservation details, on-site facilities, or local attractions.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Assisted customers with group blocks and individual reservations, including owner reservations.
Customer Service Representative
Alorica
07.2014 - 07.2015
- Assisted customers via telephone, maintained and updated customer information, de-escalated issues and resolved concerns
- Responded to requests for assistance, processed credit card authorizations, billing payments, refunds, point redemptions, disputes, and Air Miles.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Retention Agent
Nexx-Linx
07.2013 - 06.2014
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.
- Conducted follow-up calls with clients after issue resolution, ensuring satisfaction and gaining repeat business.
- Trained new hires on company policies and procedures to ensure consistent performance across the team.
Banking Customer Service Representative
BB&T Banking
01.2007 - 12.2010
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
Mental Health Worker Aide
San Antonio State Hospital
01.2005 - 12.2006
- General admission duties for incoming patients, court ordered, commitment holds, or placement
- Transported patients on and off hospital grounds
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for patients, leading to improved mental health outcomes.
Human Resource Specialist
United States Army
United States
02.2001 - 12.2004
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
Education
Associates in Business Administration -
Wayne Community College
05.2012
Skills
- Effective Coach and Motivator
- Typing 55 WPM
- Sales Ability
- Negotiation Skills and Assertiveness
- Phones Inbound and Outbound Customer Service
- Microsoft Office Products
- Data Entry Clerk
- Effective Multi-Tasker
- Strong Ability to Drive Performance
- Comprehension Skills
- Flexibility and Versatility in Problem Analysis and Resolution
Additional Work Experience
- Customer Service Representative, Alorica, 2013-2015
- Retention Agent, Nexx-Linx, 2012-2014
- Banking Customer Service Representative, BB&T Banking, 2007-2010
- Mental Health Worker Aide, San Antonio State Hospital, 2005-2006
- Human Resource Specialist, United States Army, 2001-2004
- Nursing Services Clerk, Trenton State Hospital, 2000-2001
- File Clerk, Garden State Youth Facility, 1999-2000
Military Experience
Army, United States, E-4, 02/2001, 12/2004, Human Resource Specialist
Timeline
Call Center Representative
Maximus
10.2023 - Current
Remote Customer Care Representative
Aston Carter
09.2022 - 10.2023
Reservation Agent
Omaha Reservation Center
06.2017 - 12.2018
Quality Assurance Team Lead
Bolder Dreams LLC
02.2015 - 07.2023
Customer Service Representative
Alorica
07.2014 - 07.2015
Retention Agent
Nexx-Linx
07.2013 - 06.2014
Banking Customer Service Representative
BB&T Banking
01.2007 - 12.2010
Mental Health Worker Aide
San Antonio State Hospital
01.2005 - 12.2006
Human Resource Specialist
United States Army
02.2001 - 12.2004
Associates in Business Administration -
Wayne Community College