Kimberly Howe
Sapulpa,OK
Summary
Proven track record at City of Tulsa, enhancing team efficiency and customer satisfaction through critical thinking and exceptional communication. Skilled in privacy management and problem-solving, consistently fostering collaboration and adaptability. Achieved streamlined processes, improving accuracy by over 30%, and excelled in customer service, demonstrating empathy and professionalism in high-stakes environments.
Overview
26
26
years of professional experience
Work History
Grants Administrative Assistant
City of Tulsa
09.2019 - Current
- Managed recordkeeping systems related to compliance activities ensuring easy access when needed.
- Implemented process improvements that resulted in increased accuracy and efficiency within the team''s work scope.
- Streamlined data management processes for improved efficiency in tracking compliance activities.
- Aided in the preparation of necessary documentation for timely submission to relevant authorities, avoiding penalties or fines.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Assisted coworkers and staff members with special tasks on daily basis.
Collections Specialist
City of Tulsa
03.2005 - 09.2019
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
- Used probing techniques to determine debtors' reasons for delinquency.
- Trained new team members on scripts, company services, and collection strategies.
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Customer Service Representative
City of Tulsa
11.1998 - 03.2005
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Arts - English
Northeastern State University
Tahlequah, OKSkills
- Teamwork and collaboration
- Problem-solving
- Reliability
- Excellent communication
- Critical thinking
- Privacy and confidentiality
- Self motivation
- Written communication
- Continuous improvement
- Adaptability
- Interpersonal skills
- Active listening
Timeline
Grants Administrative Assistant
City of Tulsa
09.2019 - Current
Collections Specialist
City of Tulsa
03.2005 - 09.2019
Customer Service Representative
City of Tulsa
11.1998 - 03.2005
Bachelor of Arts - English
Northeastern State University
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