Kimberly Germain
Stone Mountain,GA
Summary
Customer service with 5+ years of experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Fraud Specialist (Remote)
Global Payments
10.2023 - Current
- Review reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Resolve issues through active listening and open-ended questioning, escalating major problems to manager.
- Answer 40 incoming calls a day for healthcare clients and issue disputes for fraudulent activities.
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
Pre-K Assistant Teacher
KinderCare
08.2022 - 05.2023
- Guided 20-25 students to develop social, emotional and physical skills.
- Monitored classroom to verify safe and secure environment.
- Established positive relationships with students and families.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
Technical Support Representative (Remote)
Kforce Inc
02.2022 - 08.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used IT ticketing systems to manage and process support actions, requests and remote software.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Utilized decision making and communication to effectively collaborate with team members and resolve challenges quickly.
- Accurately documenting issues, resolutions, and troubleshooting steps.
Technical Support Representative
Computer Generated Solutions
08.2017 - 02.2022
- Supporting users of Lenovo products through hardware/software technical support.
- Managed a large amount of inbound and outbound calls in a timely manner, following call center scripts when handling different topics.
- Being responsive, courteous, and professional when interacting with customers.
- Managing expectations, handling difficult situations, and maintaining a positive attitude.
- Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
Education
Associate in Engineering Technology - Engineering Technology
DeVry University (Online)
Villa Park, IL09.2024
High School Diploma -
Revere High School
Revere, MA06.2017
Skills
- Communication Skills both Written and Oral
- Capable of Analyzing and Solving Problems
- Time Management
- Microsoft Office(Word/Excel/Powerpoint)
- Technical Troubleshooting
- Strong Work Ethic
Languages
English
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Fraud Specialist (Remote)
Global Payments
10.2023 - Current
Pre-K Assistant Teacher
KinderCare
08.2022 - 05.2023
Technical Support Representative (Remote)
Kforce Inc
02.2022 - 08.2022
Technical Support Representative
Computer Generated Solutions
08.2017 - 02.2022
Associate in Engineering Technology - Engineering Technology
DeVry University (Online)
High School Diploma -
Revere High School
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