Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Horton

Many,LA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

10
10
years of professional experience

Work History

Hotel Administrative Specialist

ALE Solutions, Inc.
10.2021 - 07.2023
  • Answered and routed telephone calls and took messages.
  • Responded promptly to customer inquiries regarding product features or services offered.
  • Researched information related to specific projects or topics as requested by management personnel.
  • Served as a liaison between departments within the organization to ensure efficient communication between all parties involved in a project.
  • Performed data entry tasks in an accurate and timely manner.
  • Answered phone calls, provided information and connected callers to appropriate personnel.

Customer Service Representative

Whirlpool Corporation
Benton Harbor, MI
04.2018 - 03.2020
  • Provided frontline customer support and assistance with product and service transactions through answering incoming calls and emails.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.

Call Center Representative

Experian
Van Buren, AR
09.2015 - 02.2018
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Delivered exceptional service by empathizing with customer concerns.

Clerical Assistant

Flame Propane
Camp Verde, AZ
02.2013 - 06.2014
  • Answered office phone and emails to schedule appointments, answer questions and document information.
  • Answered multi-line telephone system and routed calls to appropriate personnel.
  • Kept office records organized and supplies well-stocked for optimal team performance.
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
  • Performed data entry tasks with accuracy and speed.
  • Provided administrative support for staff members.
  • Assisted with filing documents and maintaining records.

Education

Some College (No Degree) - Information Technology

Bossier Parish Community College
Bossier City, LA

Skills

  • Data Entry
  • Professional telephone demeanor
  • De-Escalation Techniques
  • Customer Relationship Management (CRM)
  • Active Listening
  • Typing proficiency
  • Multi-Task Management
  • Documentation
  • Clerical Support
  • Typing 130 WPM
  • Microsoft Office expertise
  • Administrative Support
  • Critical Thinking

Timeline

Hotel Administrative Specialist

ALE Solutions, Inc.
10.2021 - 07.2023

Customer Service Representative

Whirlpool Corporation
04.2018 - 03.2020

Call Center Representative

Experian
09.2015 - 02.2018

Clerical Assistant

Flame Propane
02.2013 - 06.2014

Some College (No Degree) - Information Technology

Bossier Parish Community College

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Kimberly Horton