Summary
Overview
Work History
Education
Skills
Volunteer Information
Timeline
Generic

Kimberly Johnson

Las Vegas,NV

Summary

Experienced with managing client intake processes and ensuring accurate documentation. Utilizes excellent communication skills to gather and relay essential information. Knowledge of legal procedures and strong organizational skills to support case management, and ability to quickly adapt to new environments. Brings understanding of client management, ensuring accurate and timely data collection, with experience in fast-paced legal environment,

Overview

8
8
years of professional experience

Work History

Apple Technical Support Representative

Conduent - Apple
05.2024 - Current
  • Delivered exceptional customer service, maintaining professionalism and empathy during challenging situations.
  • Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
  • Managed high call volume while maintaining a focus on quality service and customer satisfaction.
  • Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact.

Client Intake Specialist

Morgan & Morgan Law Firm
02.2023 - 04.2024
  • Promoted a client-centric approach within the team by consistently emphasizing the importance of understanding and addressing individual needs.
  • Demonstrated adaptability by quickly learning new systems and tools as needed for optimal job performance.
  • Exceeded performance targets by promptly addressing and resolving client concerns during the intake phase.
  • Maintained strict confidentiality of sensitive client information, adhering to company policies and legal regulations.

Apple Technical Advisor

Kelly Connect - Apple
03.2017 - 01.2023
  • Demonstrated adaptability in handling diverse customer inquiries spanning hardware, software, networking, and other related areas.
  • Contributed to a high-performance work culture by consistently exceeding performance metrics and targets.
  • Improved first-call resolution rates through effective troubleshooting and problem-solving techniques.
  • Assisted customers with device setup, installation, and configuration tasks for seamless user experience.
  • Delivered exceptional customer service, resulting in increased customer loyalty and positive feedback.

Education

Associate of Science - Medical

Advanced Training Institue
NV
06-2003

Skills

  • Client Confidentiality
  • Client Communication
  • Follow-up skills
  • Confidentiality Compliance
  • Legal knowledge
  • Legal Terminology Proficiency
  • Intake Process Management
  • Case Evaluation
  • Leadership
  • 8 years Call Center experience
  • 1 years Case Management & Entry
  • Visual storytelling

Volunteer Information

With 20 years of dedicated service as a volunteer for the Paralyzed Veterans of America - Nevada Chapter, I have consistently demonstrated commitment to making a positive impact in the lives of local veterans. Key responsibilities include organizing an annual 4-day yard sale, involving the meticulous process of collecting, sorting, and storing donations throughout the year. Additionally, pride is taken in assembling monthly donation boxes consisting of 150 to 250 items delivered to veterans in need. Another significant contribution is assisting in the planning and facilitation of the highly anticipated annual fishing trip to Lake Mead. By dedicating 15 to 30 hours per month, a wide range of essential services and support is provided to those who have served our country.

Timeline

Apple Technical Support Representative

Conduent - Apple
05.2024 - Current

Client Intake Specialist

Morgan & Morgan Law Firm
02.2023 - 04.2024

Apple Technical Advisor

Kelly Connect - Apple
03.2017 - 01.2023

Associate of Science - Medical

Advanced Training Institue
Kimberly Johnson