Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kimberly Larson

Las Vegas,Nevada

Summary

Passionate employee with 15+ years experience managing various projects in a high-volume call center. Seeking to leverage strong leadership skills and expertise to increase company profits. Awarded top technical expert of the year 2021 for Verizon exceeding metric goals such as employee resolution performance, transfer rate and overall satisfaction.

Overview

18
18
years of professional experience

Work History

Premier Support Specialist

Asurion
11.2019 - 12.2022
  • Utilize multiple tools, databases and forums to provide technical support while following standard call center protocol and procedures.
  • Provide exceptional customer interaction with communication tactics such as empathy, assurance and tone.
  • Defuse volatile customer situations calmly and courteously.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Collectively gather knowledge from customers to effectively offer products based on their needs.
  • Provided product offers to eligible customers to adhere to company requirements and expectations.
  • Positively interact with fellow colleagues promoting productivity and a social work environment.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Consistently exceeding metric expectations individually as well as team level.


Senior Technician

Golden West
01.2006 - 08.2019
  • Troubleshoot residential and business internet network communication, software, and user account trouble calls.
  • Consistently ranked among top 10% of representatives within company as key performance indicators were met or most often exceeded.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Linked computers to network and peripheral equipment.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Assisted customers with industry supported operating systems to include Mac and Windows.
  • Efficiently directed customers to navigate their computer while maintaining positive relationships.
  • Clearly document work done in the help desk ticketing system.
  • Review tickets for grammar, punctuation and proper troubleshooting steps prior to escalating to Internet Service Providers.
  • Followed logical troubleshooting steps to reach a conclusion.
  • Observed procedures and protocols set forth by the Internet Service Providers.
  • Remote access customer equipment such as routers, modems, Optical Network Terminations, and Access Points to diagnose and resolve issues in a timely manner.
  • Leading techs to resources for troubleshooting, and advising of proper procedures and protocol, and acting Supervisor.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Apparel Merchandising Supervisor

Shopko Stores Operating Co. LLC
01.2018 - 06.2019
  • Developing and implementing the visual strategy for displaying merchandise.
  • Manage team members and their nightly duties and understand performance targets and goals.
  • Coordinating job rotation and cross-training for current and new employees.
  • New employee onboarding and training.
  • Perform store closing procedures including running managerial reports, transporting cash from registers to the safe, and ensure lock up procedures are followed.
  • Provided quality service by enforcing quality and customer service standards.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Updated pricing and signage to complete product displays and educate customers.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Verified products appeared at correct locations in proper quantities.
  • Prepared interesting and innovative visual displays to grab customer interest and promote sales.
  • Planned and coordinated product availability for advertising and promotion purposes.
  • Educated employees on new merchandise during seasonal workshops.

Education

General Studies

Stevens High School

Skills

  • Case Support
  • Software Support
  • Support Services
  • Team Support
  • Organizational Skills
  • Creative Issue Resolution
  • Analytical and Methodical
  • Service Desk Team Management
  • Troubleshooting Network Issues
  • Collaborative Team Player

References

  

Rose Hefner

Sales Merchandising Manager

Shopko

605-490-3834


Neil Robinson

Shift Supervisor

Golden West

605-389-1817

neilcrobinson@gmail.com


Bridgette Blomstrom

Personal Reference

702-499-3065

bridgetteb@pssiglobal.com


Timeline

Premier Support Specialist

Asurion
11.2019 - 12.2022

Apparel Merchandising Supervisor

Shopko Stores Operating Co. LLC
01.2018 - 06.2019

Senior Technician

Golden West
01.2006 - 08.2019

General Studies

Stevens High School

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Kimberly Larson