Kimberly Harkins
Masontown ,PA
Summary
Skilled in critical thinking and customer service, I excelled at NiSource, enhancing customer loyalty and satisfaction through effective problem resolution and active listening. My approach led to significant retention rates and positive client feedback, showcasing my ability to maintain professionalism and empathy in high-stress situations.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
NiSource
09.2017 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Community Bank
01.2015 - 07.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Diploma - Academic
Albert Gallatin
Uniontown, PA05.1983
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
Timeline
Customer Service Representative
NiSource
09.2017 - 10.2024
Customer Service Representative
Community Bank
01.2015 - 07.2017
Diploma - Academic
Albert Gallatin
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