Kimberly Hayes
Clarksburg
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
Clarksburg
07.2014 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Direct Support Professional
ResCare
Clarksburg
04.2011 - 07.2014
- Facilitated social interactions between participants and their peers in the community.
- Assisted individuals with daily living activities such as bathing, dressing, and grooming.
- Provided guidance and support to ensure safety of individuals served.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Assisted individuals in learning and developing new skills.
- Assisted with planning and coordination of activities and outings based on individual needs.
- Accompanied or transported clients to appointments, errands and social activities.
- Transported clients to doctor's appointments and errands.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Followed care plan and directions to administer medications.
- Recorded client status progress and challenges in logbooks and reports.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Helped clients get in and out of beds and wheelchairs.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Drove clients to doctors' appointments and social outings.
- Assisted clients with maintaining good personal hygiene.
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
Customer Service Representative
Aegis Communications
Fairmont
09.2001 - 03.2011
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
High School Diploma -
Robert C Byrd High School
Clarksburg, WV05-1997
Skills
- Customer service
- Complaint resolution
- CRM software
- Technical support
- Product knowledge
- Data entry
- Follow-up communication
- Problem solving
- Effective communication
- Active listening
- Courteous demeanor
- Documentation
- Call center experience
- Positive and professional
- Scheduling
- Researching
- Verbal and written communication
Timeline
Customer Service Representative
Teleperformance USA
07.2014 - Current
Direct Support Professional
ResCare
04.2011 - 07.2014
Customer Service Representative
Aegis Communications
09.2001 - 03.2011
High School Diploma -
Robert C Byrd High School