Kimberly Eubanks
Shreveport,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
At Home Customer Service Specialist
Startek/ National Grid
01.2022 - 01.2025
- Resolved 50+ daily customer inquiries via phone, chats, and email, consistently achieving 95% satisfaction scores.
- Adhere to company policies and scripts to constantly achieved call-time and quality standards.
- Partnered with cross-functional teams to redesign workflows, doubling efficiency, and eliminating backlog.
Store Manager
Family Dollar Stores
01.2025 - 01.2015
- Interviewed and recruited 10 employees.
- Planned events and promotions.
- Organizing staff, training, and development with 50% retention.
- Overseeing stock control and receiving orders.
- Analyzed sales and forecasting sales volumes to maximize profits by 39%.
Inbound Customer Service Representative
Hibernia National Bank
01.2005 - 01.2015
- Inbound Customer Service Representative responding to calls, emails, messages, and any other means of communication from customers to help meet the needs of the customer.
- Handled transfers of monies with sensitive information, keeping company policy and ethics in order.
- Assisted with online accounts.
- Accepted deposits and withdrawals of large sums of money.
- Answered banking or financial-related questions with a 95% customer satisfaction rate.
Education
Associate of Science - Business Administration – Management and Communications
Everest University
01.2017
Skills
- Zoom
- MS Teams (Advanced), MS Office (Advanced), MS PowerPoint (Intermediate), MS Outlook (Advanced), MS Word Advanced
- First Call Resolution
- Escalation handling and conflict resolution
- Active listener
- CSAT
- NPS
- Empathy
- Time Management
- Telephone etiquette
- Complaint handling
- Customer relationship management
- Complaint resolution
- Customer service
- De-escalation techniques
- Call centers
- QC
Salesforce CRM
- Active listening
- Follow-up skills
- Relationship building
- Documentation
- Product knowledge
- Live chat support
- [Software] CRM system proficiency
- Paperwork processing
- Client relations
- Escalation management
- Sales closing
- Credit adjustments
- Customer education
- Team development
- Report preparation
- Spreadsheets
- Good communication skills
- Customer relations
Collegiate All-American Scholar (2006-2007)
Collegiate All-American Scholar -(2006-2007)- Recognized by the USAA and
teacher for academics, citizenship, leadership, attitude, and dependability.
Timeline
Store Manager
Family Dollar Stores
01.2025 - 01.2015
At Home Customer Service Specialist
Startek/ National Grid
01.2022 - 01.2025
Inbound Customer Service Representative
Hibernia National Bank
01.2005 - 01.2015
Associate of Science - Business Administration – Management and Communications
Everest University