Kimberly Givens
Monroe,LA
Summary
. Experienced Customer service manager offering 15 years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Twenty years of call center work experience in inbound, outbound and blended environments. Maintains positive client relations and solves problems with excellent communication skills. Hardworking professional possesses knowledge of management methods and techniques.
Overview
28
28
years of professional experience
Work History
Client Relations Specialist
Trajector Medical
Monroe, LA
10.2021 - Current
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Communicated with customers to assess and address individual needs, providing timely and quality support via Zoho systems.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Logged call information and solutions provided into internal database.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered excellent customer service, resulting in consistent 96% customer satisfaction rating.
- Daily responsible for 250 client database of which were communicated regularly via Email , phone and SMS acting and person of contact for all concerns and liaison between internal departments to ensure prompt and precise resolutions
SME
C3 Customer Contact Channels
Monroe, LA
11.2018 - 10.2021
- Designed and prepared technical reports, studies and related documentation.
- Documented client progress through case notes and documentation.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved account issues to build rapport and relationships with clients.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Marketing Specialist
Premium Retail Services Certified Walmart
Monroe, LA
05.2018 - 06.2020
- Identified appropriate marketing channels and target customers for campaigns.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Maximized advertising efforts by developing content for media relations, corporate communications and social media posts.
- Worked with large retailers like Samsung and L'Oréal Cosmetics as the liaison consultant
- Used market analysis and metric tools to increase key audience by 120%
Retail Marketing Specialist
Match MG
Monroe, LA
01.2018 - 03.2020
- Monitored cosmetic industry data and made adjustments to marketing campaigns, resulting in 25 % increase in sales.
- Tracked key metrics and developed spreadsheets and data models.
Genetic Laboratory Specialist
DeltaMed LLC, certified
West Monroe, Louisiana
04.2019 - 10.2019
- Perform data entry of patient information into the database in accurate and timely manner
- Maintain specimen information logs
- Provide superior customer service to all patients
- Handle high volume of human specimens with proper adherence to guidelines
- HIPAA certified
- Prioritized work assigned, maintained accurate records of work performed and initiated corrective action in case of defective records or inadequate care plans.
- Performed high complexity testing by preparing specimens for analysis and maintaining assay quality.
Retail Merchandiser
American Greetings
Monroe, LA
10.2012 - 05.2018
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Arranged consistent shelves, bins and racks at 12 locations by following established planograms.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Assembled quarter and full-size point of purchase promotional displays.
- Established strong vendor relationships to maintain and support business.
Retail Merchandiser
Hallmark Marketing Company
Monroe, LA
12.2011 - 10.2012
- Inspected merchandise for quality and arranged proper display location on floor.
- Verified products appeared at correct locations in proper quantities.
- Planned and coordinated product availability for advertising and promotion purposes.
- Worked with managers and advertising directors to optimize promotions.
- Tracked and recapped key item performance.
- Arranged consistent shelves, bins and racks at 8 locations by following established planograms
CSR
Centurylink, Spherion Staffing
Monroe , LA
07.2010 - 03.2011
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Effective liaison between customers and internal departments.
- Updated and organized Emergency Response databases to handle customer and National 911 data.
Floor Supervisory Assistant
Accent Marketing (Telecommunication Boost Mobile)
Monroe, Louisiana
06.2007 - 03.2010
- Act as floor supervisor for team assisting other agents and reporting directly to upper management
- Liaison between business client and customer in weekly customer impact meetings
- Repair trust, locate, and design best options resolutions for Escalations department
- Trained team members in successful strategies to meet operational and sales targets.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Submitted reports to senior management to aid in business decision-making and planning.
- Trained and coached employees in how to properly complete activation , technical and service functions.
SME
Keytech Communication
Monroe, United States
06.2006 - 11.2007
- Designed and prepared technical reports, studies and related documentation.
- Documented client progress through case notes and documentation.
Customer Service Specialist II
Entergy Solutions
West Monroe, LA
05.2004 - 06.2006
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Retail Banking Specialist
Iberia Bank
Monroe, Louisiana
03.2003 - 05.2004
- Accurately accounted for and maintained branch cash supply and other monetary instruments
- Executed proficiency in banking processes and procedures
- Completed required certifications for retail banking industry
- Performed daily balancing and auditing of individuals’ cash drawers
Associate Manager
Dollar Tree Stores Inc
Monroe , LA
06.1997 - 03.2003
- Mentored and supported 20 store employees to create strong workplace culture
- Oversaw training and onboarding process for all newly hired employees within Dollar Trees Stores Southern Region
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Increased sales by driving operational efficiencies and building excellent customer rapport
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
Education
Some College (No Degree) - General Studies
University of Louisiana At Monroe
Monroe, LAHigh School Diploma -
Ouachita Parish High School
Monroe, LA05.1995
Skills
- Technical Support
- Stocking and replenishing
- Multi-line phone talent
- Service standard compliance
- Report preparation
- Key holder experience
- Staff education and training
- Complaint resolution
- Medical terminology knowledge
- Troubleshooting systems
- Configuring equipment
- Equipment upgrades
- User support
- Technical troubleshooting
Timeline
Client Relations Specialist
Trajector Medical
10.2021 - Current
Genetic Laboratory Specialist
DeltaMed LLC, certified
04.2019 - 10.2019
SME
C3 Customer Contact Channels
11.2018 - 10.2021
Marketing Specialist
Premium Retail Services Certified Walmart
05.2018 - 06.2020
Retail Marketing Specialist
Match MG
01.2018 - 03.2020
Retail Merchandiser
American Greetings
10.2012 - 05.2018
Retail Merchandiser
Hallmark Marketing Company
12.2011 - 10.2012
CSR
Centurylink, Spherion Staffing
07.2010 - 03.2011
Floor Supervisory Assistant
Accent Marketing (Telecommunication Boost Mobile)
06.2007 - 03.2010
SME
Keytech Communication
06.2006 - 11.2007
Customer Service Specialist II
Entergy Solutions
05.2004 - 06.2006
Retail Banking Specialist
Iberia Bank
03.2003 - 05.2004
Associate Manager
Dollar Tree Stores Inc
06.1997 - 03.2003
Some College (No Degree) - General Studies
University of Louisiana At Monroe
High School Diploma -
Ouachita Parish High School