KIMBERLY GOLD
Maiden,NC
Summary
Customer-focused professional with experience in high-volume call centers, appliance retail, and remote business development. Proven track record of providing exceptional service, resolving customer concerns efficiently, and supporting operational goals in both in-person and remote environments. Skilled in active listening, CRM software, cross-functional communication, and managing multiple tasks with professionalism and accuracy. Looking to transition from sales into a role where strong communication, problem-solving, and organizational skills can continue to drive team and customer success.
Overview
14
14
years of professional experience
Work History
SERVICE BDC REPRESENTATIVE
Create-A-Motive
, USA
02.2025 - 08.2025
- Handled inbound and outbound calls to schedule service appointments
- Followed up with customers for missed or upcoming appointments and service reminders
- Maintained accurate records in CRM and DMS systems (e.g., Reynolds & Reynolds, CDK)
- Assisted in coordinating with service advisors to ensure smooth customer drop-off/pick-up
- Provided excellent customer service to increase retention and satisfaction
- Helped boost service department revenue through upselling maintenance packages and services
SERVICE BDC REPRESENTATIVE
Call Team Six, LLC
, USA
05.2023 - 02.2025
- Managed high-volume inbound and outbound calls to schedule automotive service appointments
- Provided excellent customer service by addressing inquiries and resolving concerns promptly
- Maintained CRM/database with up-to-date customer information and service records
- Conducted post-service follow-ups to ensure customer satisfaction and promote repeat business
- Assisted in marketing campaigns (calls, texts, emails) to increase service traffic and upsell services
- Utilized dealership management systems (e.g., CDK, Reynolds & Reynolds, Xtime) to manage appointments and customer data
- Handled appointment reminders and missed appointment rescheduling
SALES BDC REPRESENTATIVE
Sweet Relish
Remote, USA
06.2022 - 04.2023
- Handled high volumes of inbound and outbound calls to generate and qualify sales leads
- Scheduled customer appointments and test drives, ensuring a strong show-to-set ratio
- Maintained accurate records in CRM systems, tracking all customer interactions and follow-ups
- Responded promptly to internet leads and online inquiries across multiple platforms
- Followed up with unsold showroom traffic and past customers to re-engage and drive new sales
APPLIANCE SALES SPECIALIST
Conn's HomePlus
Hickory, USA
11.2020 - 11.2022
- Advised customers on selecting major home appliances based on needs, budget, and product features
- Maintained in-depth knowledge of brands, models, warranties, and financing options
- Delivered top-tier customer service before, during, and after the sale to ensure satisfaction and build loyalty
- Met monthly sales goals through consultative selling
- Processed sales transactions, managed inventory checks, and coordinated product deliveries
CREDIT CARD FRAUD SPECIALIST
Fiserv
Hickory, USA
08.2014 - 11.2020
- Processed credit card dispute cases and identified fraud trends, reducing fraudulent activity significantly
- Delivered high-quality customer interactions in a fast-paced call center environment
- Demonstrated knowledge of Electronic Fund Transfer, Anti-Money Laundering, and Bank Secrecy Acts
CUSTOMER SERVICE & SALES REPRESENTATIVE
Convergys/Concentrix
Hickory, USA
12.2011 - 12.2013
- Addressed customer issues strategically, boosting satisfaction and sales of AT&T U-verse products
- Handled service inquiries promptly and effectively, fostering long-term customer loyalty
- Navigated multiple internal systems (billing, CRM, troubleshooting, and sales platforms) simultaneously to provide seamless customer support and complete transactions efficiently
Skills
- Customer Service
- Sales
- CRM Software
- Appointment Scheduling
- Lead Generation
- Problem Solving
- Data Analysis
- Critical Thinking
- Call Center Experience
- Marketing
- Negotiation
- Analytical Skills
- Customer Satisfaction
- Leadership
- Communication
Timeline
SERVICE BDC REPRESENTATIVE
Create-A-Motive
02.2025 - 08.2025
SERVICE BDC REPRESENTATIVE
Call Team Six, LLC
05.2023 - 02.2025
SALES BDC REPRESENTATIVE
Sweet Relish
06.2022 - 04.2023
APPLIANCE SALES SPECIALIST
Conn's HomePlus
11.2020 - 11.2022
CREDIT CARD FRAUD SPECIALIST
Fiserv
08.2014 - 11.2020
CUSTOMER SERVICE & SALES REPRESENTATIVE
Convergys/Concentrix
12.2011 - 12.2013