Kimberly Dial
Dallas,Tx
Summary
Experienced call center representative with a proven track record of building client relationships and providing exceptional support. Efficiently handles high volumes of customer calls and effectively resolves complaints, consistently achieving top customer satisfaction ratings. Demonstrates the ability to stay focused and complete tasks accurately, even in the face of interruptions and competing demands. Adaptable and hardworking team player, known for punctuality and seeking opportunities to deliver excellent customer service with a positive attitude. Highly organized and motivated employee with strong time management and organizational skills. Seeking entry-level opportunities to expand skills while driving company growth. Friendly technical support representative dedicated to helping customers maximize product impact and usability, committed to improving user satisfaction numbers and fostering repeat patronage across all supported products.
Overview
15
15
years of professional experience
Work History
Travel Advisor
Cxloyalty
09.2021 - 10.2024
- Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
- Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
- Provided travel brochures and publications to build relationships, drive more traffic and bookings and showcase expertise.
- Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends.
- Leveraged travel industry connections to fulfill client vacation desires for cruise, resort and tour packages.
- Maintained favorable working relationships with co-workers to foster and promote cooperative working environment.
- Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
- Researched cruises, airfare options and siteseeing options to best meet client expectations.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Followed up with customers to increase customer service with travel plans.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Mentored junior advisors in best practices for customer engagement and itinerary planning.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
Technical Support Representative
Iqor for T-Mobile
04.2020 - 09.2021
- Assisted customers with various types of technical issues via email, live chat and telephone
- Supported customers with online billing, access and account issues
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Informed senior leadership of product development issues discovered via technical support calls with customers
- Employed ticket support system software such as Freshdesk, Zendesk, Salesforce and others
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Managed customer system updates, informing clients of all installation progress stages.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Customer Service Representative
Results Companies
01.2017 - 07.2018
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and loyalty.
- Managed high-volume calls, ensuring timely and effective issue resolution while maintaining professionalism.
- Collaborated with cross-functional teams to streamline processes, improving response times for customer requests.
- Trained new team members on best practices, fostering a culture of knowledge sharing and continuous improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in training programs to enhance product knowledge and customer service skills.
Cosmetic Counter Manager
Bealls Dept Store
05.2014 - 12.2016
- Led team in achieving sales targets through effective product knowledge training and customer engagement strategies.
- Managed inventory levels to optimize stock availability and minimize shrinkage, ensuring seamless operations.
- Developed promotional strategies that increased foot traffic and enhanced brand visibility within the retail space.
- Mentored staff on customer service excellence, resulting in improved client satisfaction and repeat business.
- Conducted regular performance evaluations to identify areas for improvement and implement targeted training programs.
- Collaborated with marketing teams to launch successful beauty events that drove product awareness and revenue growth.
- Oversaw daily operations, maintaining high standards of visual merchandising to create an inviting shopping environment.
- Analyzed sales data to inform strategic decision-making, enhancing overall store performance and operational efficiency.
- Coordinated successful product launches by collaborating closely with marketing teams on promotional materials and event logistics.
- Maintained composure and professionalism while handling customer inquiries.
- Circulated cosmetic department to promptly and politely welcome customers and engage in conversation to assess needs.
- Recruited, trained and supported cosmetic counter team members, emphasizing company policies, product knowledge, and departmental goals across staff.
- Researched and assessed new products to develop effective merchandising and promotion plans.
- Gathered and analyzed sales and performance data to set and strategize on departmental goals.
- Fostered a positive work atmosphere through open communication channels among team members.
- Greeted and assisted customers within minutes of approaching cosmetic counter.
Customer Service Supervisor
Tom Thumb
09.2009 - 05.2014
- Supervised daily operations, ensuring exceptional customer service and adherence to company policies.
- Trained and mentored new staff, fostering a supportive team environment and improving service delivery.
- Implemented process improvements that enhanced workflow efficiency and reduced customer wait times.
- Resolved complex customer inquiries and issues, maintaining high satisfaction levels through effective communication.
- Coordinated scheduling and staffing to optimize team performance during peak operational hours.
- Developed training materials focused on best practices in customer interaction and conflict resolution techniques.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Education
High School Diploma -
Sulphur Springs High School
Sulphur Springs, TX05.2007
Skills
- Team development
- Individual instruction
- Staff training and development
- Recruiting and training
- Team leader
- Staff performance evaluations
- Mentoring and coaching
- Organization and planning
- Client documentation
- Customer service
Timeline
Travel Advisor
Cxloyalty
09.2021 - 10.2024
Technical Support Representative
Iqor for T-Mobile
04.2020 - 09.2021
Customer Service Representative
Results Companies
01.2017 - 07.2018
Cosmetic Counter Manager
Bealls Dept Store
05.2014 - 12.2016
Customer Service Supervisor
Tom Thumb
09.2009 - 05.2014
High School Diploma -
Sulphur Springs High School
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