CRM,Microsoft, Zendesk
Kimberly Davis
Customer Service Representative
Colonial Heights,Virginia
Summary
I am hardworking,organized, dependable, and dedicated to my role and my own professional development. I love a challenge and constantly set goals for myself to achieve, both in work and in my personal life. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Delivery Driver/Customer Service
FedEx Ground
Chester, VA
02.2019 - Current
- Operate a 10 ft box truck using and scanner and
- Delivered packages to customer doorsteps and business offices.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Completed on-time deliveries by choosing best and most efficient routes.
- Verified accuracy of all deliveries against order forms.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Successfully avoided time delivery delays by carefully planning best routes.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Drove truck in urban and rural areas to expertly make high volume of deliveries.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
- Loaded and unloaded various delivery vehicles with correct order and balancing.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
Customer Service Representative/Call Center
ExecuSearch
Richmond, VA
01.2015 - 12.2022
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created a new customer database by entering customer information into a database
- Assisted in tech support
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Responded to customer calls and emails to answer questions about products and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor's Degree - Business Administration
Danville Community College
Danville, VA 08.2003 - 05.2006
Skills
Customer Service
Map reading and navigation skills
Database Management
Clean MVR
Customer support
Technical Support
Inbound & outbound phone calls
Gathering information
Customer Relationship Management
Client communication
Complaint resolution
Customer service optimization
Proficient in CRM
Typing 30 wpm
Call center operations
Sales expertise
Quality assurance
Problem-solving skills
Accomplishments
- Maintained consistent and on-time delivery record with 100% of all orders arriving on time or ahead of schedule.
Software
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
“Opportunities don't happen, you create them"
Timeline
Delivery Driver/Customer Service
FedEx Ground
02.2019 - Current
Customer Service Representative/Call Center
ExecuSearch
01.2015 - 12.2022
Bachelor's Degree - Business Administration
Danville Community College
08.2003 - 05.2006