Kimberly Kirkwood
Kansas City,MO
Summary
Seasoned Customer Service Representative with proven background in resolving complex technical issues and providing top-notch customer support. Strong ability to diagnose, troubleshoot, and resolve problems in a timely manner. Equipped with exceptional communication skills, both verbal and written, and adept at managing multiple tasks simultaneously. Significant contribution made by enhancing overall customer satisfaction through quick resolution of technical queries.
Overview
12
12
years of professional experience
1992
1992
years of post-secondary education
Work History
Technical Customer Service Representative
Charter Spectrum
Kansas City, MO
06.2019 - Current
- Developed strategies for increasing customer satisfaction levels.
- Maintained knowledge of current products and services, as well as industry trends.
- Attended weekly meetings with team members to discuss best practices for providing excellent customer service.
- Assisted customers in troubleshooting hardware and software issues.
- Adhered to established policies and procedures related to customer service operations.
- Provided technical assistance to customers over the phone and through email.
- Created detailed documentation for each customer interaction to maintain accurate records of service provided.
- Identified customer needs and provided appropriate solutions.
- Answered customer questions regarding system functionality and usage.
Customer Service Representative
Comcast, Xfinity
Independence, Missouri
05.2017 - 04.2019
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Scheduler
Tri West
Kansas City, Missouri
09.2013 - 04.2017
- Assisted in developing policies and procedures related to the efficient operation of the customer service schedule system.
- Tracked customer service requests and responded to inquiries in a timely manner.
- Conducted regular audits of the customer database to ensure accuracy of information provided.
- Developed and maintained a customer service scheduling system to ensure timely delivery of services.
- Assisted customers in resolving their issues by providing helpful solutions and advice.
- Provided excellent customer service by addressing customer concerns in a timely manner.
- Assisted Veteran’s schedule appointments with relevant physician.
Education
GED
Kansas City, MissouriSkills
- Technical troubleshooting
- Customer relationship management
- Product knowledge
- Order tracking
- Policy compliance
- Effective communication
- Conflict resolution
- Problem solving
- Time management
- Call logging
- Software knowledge
- Operating systems
- Remote support
- Technical support
- Customer support
- Sales support
- Customer education
Timeline
Technical Customer Service Representative
Charter Spectrum
06.2019 - Current
Customer Service Representative
Comcast, Xfinity
05.2017 - 04.2019
Customer Service Scheduler
Tri West
09.2013 - 04.2017
GED