Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KIMBERLY J. CARTER

Dallas,USA

Summary

Experienced and accomplished Competitive Agent skilled in customer relations and conflict management. Proven track record of delivering superior customer service while achieving company goals and objectives. Expertise in driving revenue growth through sales development and marketing. Known for building strong relationships and maintaining loyal customers.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Service II Lead Escalations Agent II

Carnival Cruise Line
Remote, USA
11.2021 - Current
  • Managed escalated customer issues by establishing a positive relationship and delivering effective resolutions in line with company guidelines.
  • Leveraged commitment to high service standards, enhancing customer experience and boosting retention through efficient one-call resolution.
  • Documented and tracked customer interactions to ensure accurate record keeping of issues and resolutions.
  • Provided mentorship to junior agents on booking procedures, account upkeep, and research methods.
  • Successfully processed and resolved all CCL Gift Cards Claims within specified timeframes.

Inbound Customer Service Representative

Arise Network
Remote, USA
09.2018 - 11.2021
  • Enhanced customer satisfaction through proficient management of queries and resolutions.
  • Conveyed comprehensive details for programs and services provided by Dick's Sporting Goods and Carnival Cruise Lines.
  • Update account profile, such as name, address, and contact information changes.
  • Communication with customers over the phones, email, and chat.
  • Resolved customer complaints in a timely manner.
  • Provided customers with product and service information.

Property Claims Clerk

Pro Staffing, Schneider Insurance Agency
08.2017 - 08.2018
  • Demonstrated strong communication skills by managing inbound information flow, addressing inquiries from policyholders, and ensuring prompt handling of property damage reports following Hurricane Harvey while serving as a Property Claims Clerk.
  • Contributed to expedited resolution timelines through effective coordination with claims adjusters and customers for scheduling property inspections.
  • Optimized the claims resolution process by promoting collaborative efforts among policyholders, claims adjusters, and contractors.

Security Supervisor Level II

Crown Security
Baltimore, MD
02.2013 - 09.2017
  • Managed a team of security personnel at Crown Security as a Security Supervisor Level II, ensuring the safety and protection of individuals and property on the premises.
  • Monitored surveillance equipment to identify and mitigate potential threats
  • Performed in-depth inquiries and partnered with law enforcement, as appropriate
  • Successfully improved team capabilities by overseeing staff scheduling, performance evaluations, and training programs. Maintained clear and accurate records of all security operations through preparation of detailed incident reports.

Office Manager

Crown Security
Baltimore
10.2010 - 02.2013
  • Oversaw scheduling and facilitated office communication as part of the Office Manager position.
  • Proficiently managed client relations, supported senior management, and maintained meticulous records.
  • Ensured complete adherence to industry regulations & corporate policies while effectively procuring office supplies & overseeing vendor contracts.
  • Managed sensitive data while ensuring high levels of confidentiality and efficiency in office procedures.
  • Proactive problem-solving and adaptability to changing priorities enhanced overall office efficiency at Crown Security.

Education

Medical Terminology -

Arlington Career Institute
01.2014

GED -

Sate OF Texas
01.1993

Skills

  • Active Listening Skills
  • Effective Issue Resolution
  • Simultaneous Task Management
  • Strategic Decision Making
  • Proficient in Conflict Management
  • Detail-Oriented Data Input
  • Team Development Coaching
  • Proficient in Microsoft Office
  • Google Platform Management
  • Software Proficiency
  • Effective Schedule Coordination
  • Legal Consultation
  • Strategic Marketing Management
  • Client Relations Skills

Certification

  • Level II Security Guard License, 2023
  • ITIL Certification
  • IT Industry Leader Quest Training, 2018
  • Medical Terminology, 2014
  • Private Security License, Level III, 2004
  • Customer Service Representative, 1994
  • State of Texas GED, 1993

Timeline

Service II Lead Escalations Agent II

Carnival Cruise Line
11.2021 - Current

Inbound Customer Service Representative

Arise Network
09.2018 - 11.2021

Property Claims Clerk

Pro Staffing, Schneider Insurance Agency
08.2017 - 08.2018

Security Supervisor Level II

Crown Security
02.2013 - 09.2017

Office Manager

Crown Security
10.2010 - 02.2013

Medical Terminology -

Arlington Career Institute

GED -

Sate OF Texas

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KIMBERLY J. CARTER