Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

KIMBERLY DUNCAN

Richmond,VA

Summary

Diligent Leader with a solid background in managing daily operations and driving team performance. Successfully led various projects, ensuring seamless execution and improved operational efficiency. Demonstrated strategic planning and effective communication skills.

Overview

14
14
years of professional experience

Work History

General Manager

Waffle House
09.2023 - 10.2024


  • Ensured the restaurant is clean, organized, and well-stocked at all times
  • Monitored food quality and safety procedures, ensuring compliance with health codes and regulations
  • Developed and implemented strategies that increase sales and profitability by 10%
  • Managed inventory levels and ordered supplies as needed
  • Created schedules for staff members and monitored labor costs
  • Handled customer complaints in a professional manner
  • Analyzed financial data and created reports for upper management
  • Maintain records of employee performance and attendance
  • Participate in local marketing initiatives to promote the business
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.

Learning and Development Sr. Trainer

T-Mobile
09.2022 - 09.2023
  • Analyzed employee feedback and performance data, resulting in a 20% improvement in training effectiveness
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance programs
  • Analyzed training, student outcomes, and course delivery metrics to produce reports for senior management.
  • Upheld quality control policies and procedures to increase customer satisfaction
  • Handled escalated service issues, customer survey responses and adherence concerns
  • Established positive rapport with customers, managers and customer service team members to maintain a positive and successful work environment
  • Adapted existing curriculum to meet the specific needs of various departments throughout the company.

Customer Care Coach

T-Mobile
01.2017 - 09.2022
  • Promoted operational best practices, increasing team productivity by 20
  • Handled high-pressure situations with poise, maintaining professionalism and providing exceptional support to customers during their time of need.
  • Improved response times by streamlining internal processes related to ticket prioritization and assignment.
  • Managed escalated calls effectively, ensuring timely resolution while maintaining customer satisfaction levels.
  • Established performance and service goals and held associates accountable for individual performance.
  • Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
  • Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.

Senior Technical Support Specialist

T-Mobile
04.2016 - 01.2017
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
  • Reduced average ticket resolution time by implementing knowledge-sharing initiatives among team members.
  • Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
  • Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.

Customer Service Representative

T-Mobile
10.2013 - 04.2015
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Fraud Specialist

Iqor
06.2010 - 10.2013
  • Conducted risk assessments, resulting in a 30% reduction in fraudulent activities
  • Implemented anti-fraud measures, reducing financial losses by 25%
  • Conducts research and may recommend solutions for review and assessment
  • Performs initial review of complainant submission and works in partnership with team members to fulfill the end-to-end process
  • Follows written risk and compliance policies and procedures for business activities
  • Review flagged transactions for indicators of fraud
  • Working with discretion and maintaining the confidentiality of FiveBy and its clients
  • Communicating effectively with internal and external partners via email and phone

Education

Bachelor of Science - Human Resources

Colorado Technical University
Colorado Springs, CO
10-2025

Associate of Science - Business Administration

Colorado Technical University
Colorado Springs, CO
05.2023

Skills

  • Handling Escalations
  • Problem-Solving
  • Team Building and Leadership
  • Call Center Operations
  • Restaurant Operations
  • Conflict Resolution Techniques
  • Risk Prevention and Management
  • Hiring and Training
  • Scheduling and Coordinating
  • Microsoft Office
  • Salesforce
  • CRM Software
  • POS Expert
  • Leadership and team building
  • Operations management

Timeline

General Manager

Waffle House
09.2023 - 10.2024

Learning and Development Sr. Trainer

T-Mobile
09.2022 - 09.2023

Customer Care Coach

T-Mobile
01.2017 - 09.2022

Senior Technical Support Specialist

T-Mobile
04.2016 - 01.2017

Customer Service Representative

T-Mobile
10.2013 - 04.2015

Fraud Specialist

Iqor
06.2010 - 10.2013

Associate of Science - Business Administration

Colorado Technical University

Bachelor of Science - Human Resources

Colorado Technical University

Similar Profiles

CREATE PROFILE
KIMBERLY DUNCAN