Kimberly Herbert
Summary
Customer Service Specialist experienced in delivering exceptional client support across diverse industries. Resolved complex issues and maintained client satisfaction through active listening and empathy while managing high call volumes in fast-paced environments. Collaborated effectively within teams to achieve both personal and business goals.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
BC Forward
01.2025 - Current
- Utilized CRM platforms such as Salesforce to track application progress and maintain accurate documentation.
- Guided clients in contacting case managers and submitting required documentation to facilitate timely processing.
- Addressed client concerns regarding application and case status, ensuring clarity and satisfaction.
- Record all client communications per company standards to ensure compliance and continuity.
Receptionist
Signpost
05.2022 - 12.2024
- Greeted and assisted visitors, providing a welcoming and professional first impression.
- Managed high call volumes, efficiently routing inquiries to appropriate departments to enhance communication flow.
- Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources.
- Handled confidential documents with discretion, ensuring strict adherence to privacy policies and maintaining trust.
- Responded to inquiries from clients and employees promptly, accurately providing information or directing them to appropriate resources.
- Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies.
Customer Service Representative
Plexos Group
08.2020 - 04.2022
- Delivered high-quality service by efficiently addressing inquiries and resolving issues to enhance customer satisfaction.
- Delivered high-quality services by addressing inquiries and resolving issues efficiently.
- Provided accurate product and service information, demonstrating strong subject knowledge.
- Built rapport with customers through empathetic and attentive communication, fostering positive customer relationships.
- Collaborated with internal teams to escalate and resolve complex issues, improving overall problem resolution processes.
Customer Service Agent
Teleperformance Call Center
Shreveport
10.2016 - 07.2020
- Managed a high volume of calls in a fast-paced environment while meeting performance metrics.
- Assisted healthcare professionals with scheduling, referrals, and authorizations to streamline patient care.
- Resolved billing discrepancies by coordinating with insurers and patients, enhancing accuracy in patient accounts.
- Maintained HIPAA compliance while managing sensitive patient data.
- Documented interactions in Salesforce and communicated with colleagues via Slack and Teams.
Education
Associate's degree - Business Administration
American InterContinental University
Online, RemoteSkills
- Customer support
- Call handling
- Appointment scheduling
- CRM proficiency
- Data entry
- Case management
- HIPAA compliance
- Documentation and reporting
- Attention to detail
- Conflict resolution
- Effective communication
- Empathetic and genuine
- Relationship management
Timeline
Customer Service Agent
BC Forward
01.2025 - Current
Receptionist
Signpost
05.2022 - 12.2024
Customer Service Representative
Plexos Group
08.2020 - 04.2022
Customer Service Agent
Teleperformance Call Center
10.2016 - 07.2020
Associate's degree - Business Administration
American InterContinental University