Kimberly Fling
St. Marys,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in this industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Manager
Zimmer Biomet
Jacksonville, FL
04.2023 - Current
- Interview and hire quality individuals to build a strong Customer Service team.
- Onboard and train Customer Service Representatives to meet performance and service goals.
- Directly manage team in providing excellent customer service.
- Coach and mentor team to deliver polite, professional customer interactions.
- Establish team priorities, maintained schedules and monitored performance.
- Establish performance goals for employees and provided feedback on methods for reaching milestones.
- Conduct regular performance reviews, providing constructive feedback and coaching to drive professional growth.
- Set goals for employees to drive company success and strengthen motivation.
- Define clear targets and objectives and communicate to other team members.
- Coordinate employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Collaborate with cross-functional teams to ensure seamless service delivery across all departments.
- Resolve escalated customer service inquiries and complaints to maintain satisfaction.
- Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
- Improve customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assist in organizing and overseeing assignments to drive operational excellence.
- Identify opportunities for process improvements, leading to increased efficiency in handling customer concerns.
Customer Service Representative
Zimmer Biomet
Jacksonville, FL
04.2021 - Current
- Answered constant flow of customer calls with minimal wait times.
- Promptly responded to inquiries and requests for products, services, and company information from existing and prospective customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns.
- Participated in special projects, demonstrating an ability to work collaboratively and effectively.
- Managed time efficiently to complete all tasks within deadlines.
- Processed customer service orders promptly to increase customer satisfaction.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Safety Assistant Manager
The Walking Company
Delphos, OH
08.2020 - 01.2021
- Helped manage and maintain vehicle compliance.
- Assisted with employee verification and processing.
- Maintained driver files.
Safety Manager
Cavalier Transportation Services
11.2017 - 01.2020
- Responsible for all safety related functions (logs, compliance, reporting, drug testing, etc)
- Assisted dispatch by assigning loads, updating brokers, maintaining driver schedules, etc.
- Revised company safety/operations manual.
- Trained supervisor/drivers on system
- Implemented all aspects of required ELD program in Dec 2017
Education
Certification -
Over The Road Training Certification / CDL
Certification -
Reasonable Suspicion Supervisor Training
Bachelor of Science - Arts Administration
Butler University
Indianapolis, IN05.2015
Skills
- Analytical and problem solving skills
- Excellent verbal and communication skills
- Ability to work under pressure
- Adaptive team player
- High-energy attitude
- Courteous demeanor
- Customer relations
- Conflict management
- Process optimization
- Senior leadership support
- Inbound and outbound calling
- Data evaluation
- Shipping and receiving understanding
- Business development understanding
- Banking experience
Timeline
Customer Service Representative Manager
Zimmer Biomet
04.2023 - Current
Customer Service Representative
Zimmer Biomet
04.2021 - Current
Safety Assistant Manager
The Walking Company
08.2020 - 01.2021
Safety Manager
Cavalier Transportation Services
11.2017 - 01.2020
Certification -
Over The Road Training Certification / CDL
Certification -
Reasonable Suspicion Supervisor Training
Bachelor of Science - Arts Administration
Butler University
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