Kimberly Lisenby
Chesterfield
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
23
23
years of professional experience
Work History
Customer Service Supervisor
USPS, United States Postal Service
03.2024 - Current
- Managed and mentored a team of up to 20 employees, coaching them through daily work and resolving complex problems to ensure exceptional service delivery.
- Developed and delivered training programs for new staff on customer service protocols and adherence to company policies.
- Fostered a positive work environment and high-performing culture through effective communication and teamwork initiatives.
- Collaborated with the Postmaster and District Manager to analyze and streamline service processes, resulting in increased operational efficiency.
- Ensured 100% compliance of office operations with all changes to product offerings and service procedures.
- Facilitated team meetings to review performance metrics, identify gaps, and implement targeted areas for improvement.
- Supported daily operations by promptly and effectively resolving complex customer inquiries and complaints.
- Created, prepared, and delivered performance, operations, and administrative reports to various departments, informing key business decisions.
Rural Mail Carrier
USPS, United States Postal Service
06.2017 - 03.2024
- Delivered mail efficiently across designated rural routes to ensure timely service.
- Sorted and organized mail based on delivery routes to enhance operational workflow.
- Operated postal delivery vehicles safely while adhering to traffic regulations and company policies.
- Communicated with customers regarding mail services, addressing inquiries and resolving issues promptly.
- Maintained accurate records of deliveries and pickups to support accountability and service tracking.
- Assisted in training new employees on proper procedures for sorting, loading, and delivering mail in a rural setting.
- Adhered to all postal regulations while delivering mail, upholding the USPS standard of professionalism.
Account Manager, Inside Sales
Insurance Industry
02.2003 - 05.2015
- Expanded client portfolio annual premium volume through targeted prospecting and effective lead generation strategies.
- Achieved 95%+ client retention rate by proactively developing and maintaining strong relationships with key accounts and ensuring continuous customer satisfaction.
- Negotiated complex P&C contracts maximizing company profitability while securing mutually beneficial terms for clients.
- Consistently exceeded quarterly sales targets through diligent progress monitoring and strategic adjustments.
- Informed strategic planning by analyzing evolving market trends to identify and capitalize on new business opportunities.
- Collaborated with Underwriting and Operations teams to streamline the sales-to-policy issuance process, reducing quote turnaround time.
- Monitored portfolio performance and identified potential risk exposures to guide clients in selecting optimal P&C coverage solutions.
- Provided focused training and mentorship to junior producers and account managers on complex risk assessment and best practices for contract negotiation, accelerating their professional growth and improving team performance.
Education
No Degree - Nursing
Chesterfield-Marlboro Technical College
Cheraw, SCNo Degree - Business Administration And Management
Central Carolina Technical College
Sumter, SCP&C, L&H, AAI - Insurance And Risk Management
Brewer Insurance School
Columbia, SCSkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Training and mentoring
- Customer relationship management (CRM)
- Employee scheduling
Timeline
Customer Service Supervisor
USPS, United States Postal Service
03.2024 - Current
Rural Mail Carrier
USPS, United States Postal Service
06.2017 - 03.2024
Account Manager, Inside Sales
Insurance Industry
02.2003 - 05.2015
No Degree - Nursing
Chesterfield-Marlboro Technical College
No Degree - Business Administration And Management
Central Carolina Technical College
P&C, L&H, AAI - Insurance And Risk Management
Brewer Insurance School