Kimberly Hagins
Kissimmee,FL
Summary
Accomplished Customer Service Manager with a proven track record at Dial America, enhancing customer satisfaction and loyalty through expert problem-solving and decision-making skills. Excelled in reducing complaints by fostering teamwork and leveraging Microsoft Office proficiency. Achieved significant improvements in team performance and customer relations, demonstrating exceptional leadership and time management abilities.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Dial America
Orlando Fl
08.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Att Call Center
Front Desk Supervisor
Orlando, FL
04.2018 - 09.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Call Center Team Leader
Holiday Inn Call Center
Orlando, FL
04.2016 - 05.2018
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
Education
Diploma -
Gainesville Highschool
Gainesville05.1985
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
Timeline
Customer Service Manager
Dial America
08.2020 - Current
Att Call Center
Front Desk Supervisor
04.2018 - 09.2020
Call Center Team Leader
Holiday Inn Call Center
04.2016 - 05.2018
Diploma -
Gainesville Highschool