Kimberly Green
Slocomb
Summary
Attentive Member Service Specialist well-versed in handling member issues to boost satisfaction and accomplish sales objectives. Skillful in managing routine member requirements, company standards and successful customer service techniques. Talented relationship-builder and analytical problem-solver.
Overview
24
24
years of professional experience
Work History
Member Service Specialist
VyStar Credit Union
05.2021 - 05.2024
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Responded to customer calls and emails to answer questions about products and services.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
District Manager
Florida Times Union
08.2010 - 07.2017
- Supervised 15 locations to enforce high-quality standards of operation.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Modeled best practices for sales and customer service.
- Coordinated with other district managers to actualize performance improvement strategies.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Office Assistant
Pointe Medical Services
07.2008 - 03.2009
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Fraud Specialist
Citi Bank
10.2004 - 08.2006
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Reviewed transactions and receipts to identify any suspicious activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Office Manager
Truly Custom Cabinets
03.2000 - 09.2004
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Evaluated employee records and productivity and submitted evaluation reports.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
Florida Community College
Jacksonville, FL08.1994
License - Cosmetology Education
Rickey's Beauty Careers
Orange Park, FL05.1990
Skills
- Investigate Claims
- Product Promotion
- Trained in Salesforce
- Training Classes
- Customer Service Standards
- Efficient Service
- Payment Management
- Account Maintenance
- Administrative and Office Support
- Microsoft Office
- Information Updates
- Calm and Professional Under Pressure
- Customer Service Representation
Timeline
Member Service Specialist
VyStar Credit Union
05.2021 - 05.2024
District Manager
Florida Times Union
08.2010 - 07.2017
Office Assistant
Pointe Medical Services
07.2008 - 03.2009
Fraud Specialist
Citi Bank
10.2004 - 08.2006
Office Manager
Truly Custom Cabinets
03.2000 - 09.2004
High School Diploma -
Florida Community College
License - Cosmetology Education
Rickey's Beauty Careers
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