Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Dunn

Meridian,Idaho

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.

Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining filing systems and screening and answering numerous phone lines daily.

Overview

2018
2018
years of professional experience

Work History

Call Center Agent WFH

Valor Global
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Phone Banking Specialist

Wells Fargo Bank
  • Call Center, approximately 100 calls per shift, customer service, professionalism and integrity, handling customer banking questions, concerns and up selling products to fit customers’ needs.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Addressed customer account discrepancies and concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Created and maintained detailed database to develop promotional sales.

Archery Instructor

University of Idaho
08.2016 - 06.2017
  • Teach multiple level skills and discipline of Archery, in-charge of repairs to bows and other equipment, up to 7 classes daily college level, scheduling of each class and teaching plans.
  • Ordering of any equipment and supplies, hire and coordinate my assistants, test and grade students.
  • Sell the students on my classes.
  • I excelled at bringing the class head count to full classes every quarter.

Owner

Get R Dunn Cleaning LLC.
04.2004 - 07.2010
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Managed day-to-day business operations.
  • Trained and motivated employees to perform daily business functions.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Assisted in recruiting, hiring and training of team members.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Interacted well with customers to build connections and nurture relationships.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Office Manager

Republic Storage
12.2001 - 04.2004
  • Rent storage units, collect rent, sell supplies, answer phones, computerized book work, clean out storage units, open and closing business, customer service, collections, help customers with their storage needs, use of Google and gmail, rental agreements.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Coached employees through day-to-day work and complex problems.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Created, prepared, and delivered reports to various departments.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Front Desk Receptionist

Legend Express LLC.
05.1995 - 12.2001
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees, and payments.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Completed all tasks in compliance with company policies and procedures.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.

Education

No Degree - Business Administration And Management

EOU
La Grande, OR

No Degree - Business Administration And Management & Pre Vet

U of I
Moscow, ID

Skills

  • Inbound call reception
  • Training and mentoring
  • Quality assurance optimization
  • Call quality
  • Customer communications
  • Account updating
  • Goal orientation
  • Analytical
  • Problem-solving skills
  • Account maintenance
  • Proficiency in Micro Soft Office, CMP software
  • Policy and procedure modification
  • Office correspondence

Timeline

Archery Instructor

University of Idaho
08.2016 - 06.2017

Owner

Get R Dunn Cleaning LLC.
04.2004 - 07.2010

Office Manager

Republic Storage
12.2001 - 04.2004

Front Desk Receptionist

Legend Express LLC.
05.1995 - 12.2001

Call Center Agent WFH

Valor Global

Phone Banking Specialist

Wells Fargo Bank

No Degree - Business Administration And Management

EOU

No Degree - Business Administration And Management & Pre Vet

U of I

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