Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kimberly Davis

Florence,SC

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Learning and Development Specialist

Verizon Wireless
07.2020 - 08.2023
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Provided coaching and mentoring to employees.
  • Organized virtual events such as webinars and online conferences to promote learning opportunities among staff
    members.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed and implemented successful onboarding program.
  • Established and maintained quality control standards.

Senior Customer Service Advocate

Verizon Wireless
09.2018 - 07.2020
  • Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer..
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Demonstrated strong communication skills while interacting with customers via phone, email, chat or in-person.
  • Prioritized tasks based on urgency and importance to meet tight deadlines efficiently.

Logistics

Swift Transportation
12.2017 - 07.2018
  • Transported freight from origin to destination per customer contract agreements.
  • Coordinated daily deliveries in accordance with customer schedules; adjusted itineraries to accommodate peak delivery times and alternate routing needs.
  • Prepared and managed delivery authorization and pick-up documentation and manifests.
  • Performed and recorded daily pre-trip inspections using company checklist and submitted detailed reports after trips and deliveries.
  • Recorded and reconciled delivery and trip expenses, and review invoices for accuracy and completion.
  • Reinforced and upheld DOT regulations, OSHA requirements, and company policies and procedures

Customer Service Specialist

Thermo-Fisher Scientific
06.2016 - 12.2017
  • Provided pricing, availability, order details and shipping updates to customers through resources provided by an order entry system, price lists, sales aids and catalogs.
  • Prepared quotes and include freight charges, if required.
  • Maintained daily sales reports and monitored backorder reports.
  • Obtained material safety data sheets and certificates of analysis.
  • Answer product or service inquiries, and provided technical assistance as required.
  • Provide credit and rebilling for open and closed invoices.
  • Issued credits and RMA's for returns and process complaints for defective items.
  • Processed purchase orders for new and existing customers and handle inbound/outbound calls related to pending orders and logistics.

Fraud Claim Initiation Analyst

Bank Of America
05.2013 - 06.2016
  • Took appropriate action based on an evaluation of the customer's needs which may include, filing a new claim, updating and follow-up on existing claims and or reviewing appeals on denied claims.
  • Initiated new claims using multiple systems and tools providing first call resolution on inquiries.
  • Assisted customers in dissolving disputes directly with the merchant.
  • De-escalated difficult client situations while using good, sound judgment in decision making.
  • Navigated in multiple computer systems while interacting with the customer
  • Performed research to resolve other general customer account inquiries as appropriate and/or escalate issues on the customer’s behalf while providing world class customer service.

Customer Service Team Lead IV

Assurant
10.2008 - 01.2013
  • Resolved escalated complaints and issues of customers regarding services and procedures.
  • Interpreted and communicated work procedures and company policy to associates.
  • Organized, motivated and coordinated the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/service levels are met.
  • Effectively relayed accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, in addition created and facilitated training as needed to associates.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

Education

Medical Coding Certificate -

Professional Medical Training Center
Florence, SC
07.2023

Class A CDL -

Swift Academy
Waco, GA
01.2018

High School Diploma -

Hemingway High School
Hemingway, SC
05.1998

Skills

  • Coaching and Development
  • Data Entry
  • Quality Assurance
  • Attention to Detail
  • Problem Solving
  • Conflict Resolution
  • Critical Thinking
  • Account resolution
  • Time management
  • Medical Terminology
  • Knowledge of ICD-10-CM, CPT, ICD-10-PCS and HCPCS coding

Certification

Certified Professional Coder Apprentice (AAPC Current Member ID: 02130456)

Timeline

Learning and Development Specialist

Verizon Wireless
07.2020 - 08.2023

Senior Customer Service Advocate

Verizon Wireless
09.2018 - 07.2020

Logistics

Swift Transportation
12.2017 - 07.2018

Customer Service Specialist

Thermo-Fisher Scientific
06.2016 - 12.2017

Fraud Claim Initiation Analyst

Bank Of America
05.2013 - 06.2016

Customer Service Team Lead IV

Assurant
10.2008 - 01.2013

Medical Coding Certificate -

Professional Medical Training Center

Class A CDL -

Swift Academy

High School Diploma -

Hemingway High School

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