Kimberly Kemp
Harker Heights,TX
Summary
Customer Service Representative with a proven track record in delivering exceptional support and resolving complex inquiries. Expertise in communication and problem-solving has led to measurable improvements in customer satisfaction and loyalty. Strong commitment to enhancing team performance through knowledge sharing and best practices within customer service operations.
Overview
15
15
years of professional experience
Work History
Customer Service Lead
Edie Cosper
Killeen, Texas
09.2009 - Current
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Consulted with customers regarding needs and addressed concerns.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Implemented changes based on feedbacks received from customers.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved escalated issues from team members or customers in an efficient manner.
- Maintained accurate records of customer interactions and transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored junior team members and managed employee relationships.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Handled customer inquiries and complaints in a professional manner.
Education
Some College (No Degree) - Allied Health
Central Texas College
Killeen, TXSkills
- Customer service excellence
- Order management
- Interpersonal communications
- Payment processing
- Cash handling
- Customer complaint resolution
- Customer relations
- Telephone etiquette
- Email etiquette
- Department operations
- Team training and development
- Administrative duties
References
- Lori Spencer - Outreach Specialist Killeen Heights Vet Center - (254) 987-2672
- Cheryl Moorehead, LMFT - Killeen Heights Vet Center - (254) 953-7100
- Yvonne Warner, LCSW - Killeen Heights Vet Center - (254) 953-7100
- stephanie Hamrick - Licensed Real Estate Agent (The Miles Group) - (719) 351-6585
Timeline
Customer Service Lead
Edie Cosper
09.2009 - Current
Some College (No Degree) - Allied Health
Central Texas College
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