Kimberly Heck
Summary
Experienced Customer Service Supervisor bringing 12 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
25
25
years of professional experience
Work History
Customer Service Supervisor
Cornerstone Building Brands/Plygem Windows
05.2020 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Multifamily Division Supervisor
Plygem Windows
05.2012 - 05.2020
- Developed the Multifamily Customer Service Division, built the team from one to currently nine team members.
- Managed 20 to 30 projects a year that ranged from $300k to $800k .
- Developed processes and procedures
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Evaluated employee performance and coached and trained to improve weak areas.
- Reviewed, coded and approved vendors invoices
Customer Service Associate Team Leader
Plygem Windows
09.2010 - 05.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Quote Specialist
Plygem Windows
11.2008 - 08.2010
- Prepared bids and proposals to submit to clients and secure new business.
- Learned window knowledge and products to ensure the customers quotes were accurate and met specs.
- Increased quote turnaround time by optimizing workflow processes within the quoting department.
- Streamlined the quote process by identifying inefficiencies and implementing improvements.
Student Loan Collector
DCS
04.2007 - 09.2008
- Made 50 to 70 collection calls a day
- Hit monthly collection goals
- Researched to locate debtors
Receptionist/Payroll Assistant/Accounts Receivable Clerk
KSWTTV
06.2005 - 03.2006
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Ensured timely payment of employee wages by consistently meeting deadlines for payroll processing.
Business Office Assistant
The Eagle Newspaper
05.1999 - 11.2004
- Assisted customers with newspaper subscriptions by processing payments, setting them up for a newspaper delivery and provided customer service.
- Processed cash, check and credit card payments.
- Data entry for new subscriptions
- Printed and mailed monthly statements
- Balanced daily payment intake
Education
High School Diploma -
Bremond High School
Bremond, TXSkills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Employee Supervision
- Staff Training
- Coaching and Mentoring
- Phone and Email Etiquette
- Customer Service Management
Timeline
Customer Service Supervisor
Cornerstone Building Brands/Plygem Windows
05.2020 - Current
Multifamily Division Supervisor
Plygem Windows
05.2012 - 05.2020
Customer Service Associate Team Leader
Plygem Windows
09.2010 - 05.2012
Quote Specialist
Plygem Windows
11.2008 - 08.2010
Student Loan Collector
DCS
04.2007 - 09.2008
Receptionist/Payroll Assistant/Accounts Receivable Clerk
KSWTTV
06.2005 - 03.2006
Business Office Assistant
The Eagle Newspaper
05.1999 - 11.2004
High School Diploma -
Bremond High School
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