Kimberly Humberson
PEMBROKEPINES,FL
Summary
Dedicated, loyal and customer oriented. Possess strong knowledge of best practices and principles of employee coordination - including work assignment, planning, review and training in work procedures. Blends superb time management and organizational skills with attention to detail.
Overview
29
29
years of professional experience
Work History
Customer Service Associate
Macy's
Wesley Chapel, Florida
09.2023 - Current
- Resolved customer complaints with professionalism and empathy.
- Resolved customer inquiries in a timely manner.
- Assisted customers with product inquiries and order issues.
- Educated customers on promotions and loyalty programs effectively.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Greeted customers and identified their needs.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Processed transactions using point-of-sale systems efficiently.
- Operated cash register efficiently during busy periods.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Collaborated with team members to enhance customer experience.
- Trained new associates on customer service protocols and procedures.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Followed policies and procedures to meet or exceed established performance requirements.
- Maintained knowledge of current sales promotions and new product releases.
- Maintained store appearance by organizing merchandise displays.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Educated customers on special pricing opportunities and company offerings.
- Followed-up with customers after purchase to ensure satisfaction.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Strengthened customer retention by offering discount options.
- Facilitated customer requests for special orders to enhance revenue.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Fulfilled extra responsibilities to support team operations.
- Contributed to team success by providing support in sales initiatives.
- Provided top quality control and eliminated downtime to maximize revenue.
- Excelled in exceeding daily credit card application goals.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Excelled in exceeding daily credit card application goals.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Overnight Stocker
Walmart
Brandon, FL
10.2022 - 09.2023
- Stocked shelves with merchandise in compliance with store layout standards.
- Organized backroom inventory to enhance accessibility and efficiency.
- Assisted customers by locating products and answering inquiries promptly.
- Maintained cleanliness and order in stock areas to ensure safety.
- Collaborated with team members to facilitate efficient restocking processes.
- Operated equipment safely, including pallet jacks and forklifts.
- Monitored product expiration dates to reduce waste and ensure quality.
- Executed planograms accurately to optimize product placement and visibility.
- Organized shelves, racks and bins to ensure product availability.
- Dismantled packaging and placed products on shelves following merchandising guidelines. from boxes and placed on shelves according to merchandising guidelines.
- Received and stocked merchandise in a timely manner.
- Collected discarded boxes from sales floor to maintain cleanliness. and related trash from sales floor.
- Stocked pallets throughout shift to keep warehouse clean, maintained and organized.
- Inspected shelves for product availability to determine restocking needs. in department to determine replenishment needs.
- Assisted customers with locating items, retrieving merchandise from stockroom shelves and providing information on products.
- Followed instructions to properly arrange merchandise items.
- Assessed floor displays to restock merchandise.
- Restocked shelves according to plan-o-grams set up by management team.
- Provided excellent customer service when assisting customers in finding desired items or answering questions about products or services offered.
- Reorganized products on shelves to enhance visual appeal and accessibility. throughout assigned section to give shelves and racks professional appeal.
- Adhered strictly to safety regulations while handling heavy equipment such as forklifts and pallet jacks.
- Checked expiration dates on all food items to ensure quality control standards were met.
- Used proper case cutting techniques to cut and sort stock loads.
- Maintained an orderly appearance at all times throughout the store.
- Operated forklift and pallet jacks to unload trucks and move products throughout the store.
- Gathered assigned merchandise and transported to store floor locations using hand trucks.
- Removed expired and overripe items to provide freshest options and eliminate health risks.
- Prepared products by adding tags and readying pallets for restocking.
- Reported any suspicious activity or theft immediately to supervisors.
- Responded quickly to emergency situations during night shifts.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Worked collaboratively with other team members to achieve departmental goals.
- Maintained cleanliness and organization of work areas to promote safety. clean, neat and organized for optimal productivity and worker safety.
- Recommended disposal of obsolete stocks to write off unsellable items from inventory.
Supervisor, Benefits Verification
Continuum Global Solutions
Frostburg, MD
01.2020 - 05.2020
- Established and enforced clear goals to keep all employees on the same level and working collaboratively.
- Monitored employee performance and conducted retraining to address issues and enhance overall productivity.
- Monitored employee performance and conducted retraining to correct problems and optimize productivity.
- Identified and resolved performance and personnel issues affecting team dynamics and business operations.
- Maintained compliance with company policies, objectives and communication goals.
- Established and enforced clear goals to keep all employees on same level and working collaboratively.
- Coached and mentored 15+ staff members, providing constructive feedback and discussing long-term career growth goals.
- Increased safety awareness among employees, resulting in zero injuries.
Trainer, Benefits Verification
Continuum Global Solutions
Frostburg, MD
09.2019 - 01.2020
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Mentored and coached new employees by offering insight into successful task prioritization.
- Developed additional training materials to support participant learning.
- Mentored and coached new employees on effective task prioritization strategies.
- Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
- Identified concerns during training sessions and recommended methods to mitigate risks.
Customer Care Representative
Conduent
Frostburg, MD
05.2019 - 09.2019
- Maintained accurate and current customer and system account information to enable timely resolution of concerns.
- Ensured quality control standards to minimize downtime and support revenue generation.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Kept customer and system account information accurate and current to support timely resolutions for all concerns.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Responded promptly to customer inquiries and resolved complaints, fostering customer loyalty.
- Provided high level of quality control, eliminating downtime to maximize revenue.
Quality Analyst
Conduent
Frostburg, MD
06.2010 - 05.2019
- Analyzed project requirements to find bugs and eliminate issues.
- Fostered work environment emphasizing quality, communication, collaboration, integration, and teamwork.
- Maintained quality assurance procedure documentation.
- Streamlined processes, increasing efficiency and consistency to support quality initiatives.
- Recommended improvements to systems and procedures for increased productivity.
- Communicated audit results to stakeholders, highlighting areas for improvement.
- Reported on audit results to inform stakeholders of areas in need of improvement.
- Administered internal surveys and analyzed results to decipher operational needs and develop targeted solutions.
- Proposed enhancements to systems and procedures to optimize productivity.
Store Manager
Mother Nature's Outfitters
Seven Springs, PA
06.2001 - 06.2010
- Created and delivered weekly schedule assignments to staff members so all shifts received adequate coverage.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Delivered excellent customer service and adhered to all standard practices, maximizing sales and minimizing shrinkage.
- Wrote order supply requests to replenish merchandise and submitted to owner for sign-off.
- Counted cash drawers daily to ensure accurate cash balance. and made bank deposits.
- Delegated work tasks to employees based on their strengths and shift needs. to employees based on shift requirements, individual strengths and unique training.
- Oversaw inventory management to minimize waste.
- Hired, trained and managed team of 3 associates, including evaluating performance and enforcing disciplinary actions.
- Assumed positions of associate and assistant manager before promotion to store manager.
- Updated store pricing, signage and merchandising based on current promotions.
- Addressed customer inquiries and resolved complaints.
- Maintained daily record of all transactions.
Private First Class, Communications
US Army
Ft. Lewis, WA
06.1997 - 11.1999
- Maintained professionality and efficiency while working closely with leadership.
Education
High School Diploma -
Riverdale High School
Fort Myers, FLAssociate of Arts - Business Management
University of Phoenix
Tempe, AZSkills
- Leadership
- Goal-oriented
- Processes and procedures
- Knowledgeable in medical terminology and medical insurance billing and benefit processes
- Data analysis and reporting
- Organization
- Inventory management
- Customer service both with retail consumers as well as back of the house operations
- Insurance billing
- Team building
- Team management
- Business operations
- Customer service
- Complaint resolution
- Transaction processing
- Customer relationship management
- Time management
- Effective communication
- Active listening
- Attention to detail
- Product merchandising
- Point of sale systems
- Inventory control
- Sales closing
- Refunds processing
- Cross-functional team collaboration
- Hospitality and accommodation
- Merchandise upselling
- Refunds and exchanges
- Product knowledge
- Stock replenishment
- Customer support
- Sales expertise
- Organizational skills
- Visual merchandising
- Flexible and adaptable
Timeline
Customer Service Associate
Macy's
09.2023 - Current
Overnight Stocker
Walmart
10.2022 - 09.2023
Supervisor, Benefits Verification
Continuum Global Solutions
01.2020 - 05.2020
Trainer, Benefits Verification
Continuum Global Solutions
09.2019 - 01.2020
Customer Care Representative
Conduent
05.2019 - 09.2019
Quality Analyst
Conduent
06.2010 - 05.2019
Store Manager
Mother Nature's Outfitters
06.2001 - 06.2010
Private First Class, Communications
US Army
06.1997 - 11.1999
High School Diploma -
Riverdale High School
Associate of Arts - Business Management
University of Phoenix