Summary
Overview
Work History
Education
Skills
Certification
Professional Development
Timeline
Generic

Kimberly L. King-Ingersoll

PHENIX CITY

Summary

Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction

Overview

35
35
years of professional experience
1
1
Certification

Work History

Front Desk Administrator

Hughston Medical Group - ENT
01.2024 - Current
  • Develop strong relationships with patients to ensure satisfaction
  • Respond promptly to patient inquiries via phone, email, or chat platform
  • Navigate multiple computer applications while interacting with patients (AthenaNet, Gammis, Humana Military, and Care Credit)
  • Receive and respond to high-volume incoming referrals, calls and emails in a timely manner
  • Perform administrative tasks to include, Register patients, Schedule and confirm appointments, check-in patients, collect patient co-pays and deductibles in person or via phone, and run end of day financial report
  • Verify insurance benefits/eligibility and document in the computer system
  • Verify/obtain referral numbers or authorizations for upcoming appointments

CLIENT SERVICE PROFESSIONAL

H&R Block
11.2018 - 04.2024
  • Responded promptly to customer inquiries via phone, email, or chat platforms
  • Demonstrated excellent communication skills in dealing with both internal and external customers
  • Resolved complex queries by liaising between customers and relevant personnel
  • Assisted in developing training materials for new employees regarding client service processes
  • Navigated multiple computer applications while interacting with client
  • Received and responded to high-volume incoming calls and emails in a timely manner
  • Advised clients on the best products and services to meet their needs
  • Navigated multiple computer systems and applications and utilized search tools to find information
  • Schedule and confirm appointments, check-in clients, and match clients to the right tax professional that meets their need, including promoting virtual tools
  • Managed the front desk to include running block pay system, accepting payments and making deposits
  • Trained all front desk CSPs when onboarded
  • Performed administrative tasks to include, running audit reports, updated communication board daily, and researched information to assist the tax pro
  • Trouble shoot PC, phone equipment with tech support on behalf of the tax pro

MULTI UNIT TEAM LEADER (MANAGER)

H&R Block
09.2021 - 05.2023
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
  • Committed to delivering excellent customer service while working in a fast-paced environment
  • Participated in ongoing training to enhance own job skills and knowledge
  • Manage office staffing of 38+ employees, operations, and logistics for three offices with support from two Associate Team Leaders
  • Travel between offices in district as required
  • Partner with the District General Manager (DGM) to create and implement office-level growth plans and client growth targets, which includes developing local partnerships and managing office community involvement
  • Assist the DGM in recruiting and interviewing candidates for tax office associate positions
  • Built an engaging team environment, across all offices, by training and coaching associates while holding them accountable to execute on Standard Operating Procedures (SOP) and recognizing outstanding associate contributions
  • Conducted timely performance reviews and partnered with Associate Relations Center to resolve associate issues and address performance concerns
  • Lead daily team meetings and communicate essential information to tax office associates
  • Create associate work schedules across all offices and ensure accurate timekeeping, as well as labor management, for staff in all offices

MIDDLEWARE SYSTEM ADMINISTRATOR SENIOR

Global Payments formerly Total System Services
03.2018 - 03.2021
  • Collaborated with other IT departments in order to facilitate communication between systems using web services APIs or other integration methods
  • Developed scripts to automate routine tasks such as application deployments, system backups, and monitoring processes
  • Tested new releases of middleware technologies prior to deploying them into production environments
  • Maintained inventory records for all software licenses associated with middleware technologies used within the organization
  • Part of a cross-functional development and process team charged with creating and maintaining the ICD solution for TSYS, including BigFix and TADDM
  • Served in a key role in the development of new projects, including the ICD system as well as a comprehensive range of IT processes, services, and assets
  • Facilitated focus groups and workshops to gather and analyze client requirements in the development of tailored ICD solutions
  • Effectively applied principles of asset lifecycle management and maintenance within the ICD environment
  • Provided end-user training and go live support for the ICD platform
  • Performed IT asset and Service Request Management solution design, configuration, and troubleshooting
  • Interact with all cross functional teams, including product development, product management, and other teams involved in the solution implementation
  • Built service offerings that speed client value and time to delivery

BUSINESS SYSTEMS CONSULTANT

Total System Services
09.2012 - 03.2018
  • Coordinated efforts between departments to ensure successful completion of projects
  • Facilitated meetings between stakeholders, vendors, and customers to discuss project progress
  • Assisted in designing and developing custom software solutions
  • Analyzed customer requirements and provided tailored solutions for their needs
  • Identified opportunities for automation within an organization's workflow processes
  • Managed hardware assets as well as, the provisioning and reconciliation of assets
  • Managed storerooms, inventory on hand and 'Item Master'
  • Managed software assets, as well as the provisioning and reconciliation of assets
  • Performed trouble shooting for any issues that may arise

LOSS PREVENTION OFFICER

JCPenney Retail Store
06.2006 - 01.2014
  • Created reports on noteworthy events and delivered to managers, police officers and store administrators
  • Demonstrated proficiency in the use of security systems such as CCTV cameras and alarms
  • Conducted surveillance to detect internal theft, monitored and reviewed CCTV for suspicious activities, and incidents
  • Apprehended and detained shoplifters until police arrived to make arrest
  • Conducted physical searches of female shoplifters on behalf of male police officers when observed merchandise concealed on person
  • Documented and reported theft in system for management
  • Perform walk through to ensure stockrooms were clear of any employee holds or personal belongings
  • Perform security checks on all entrance/exits before, during and at closing of shifts as well as fitting room checks
  • Educated associates on safety, company policies and procedures

LEAD PROJECT COORDINATOR

Total System Services
06.2007 - 09.2012
  • Developed detailed project plans outlining tasks, timelines, milestones and resources needed for successful outcomes
  • Analyzed data from various sources such as surveys and customer feedback in order to make recommendations for improvements in products and services
  • Implemented best practices and methodologies such as Agile and Scrum principles during software development cycles
  • Used various project management tools to monitor data integrity of projects
  • Participated in the designs and development of tools used to identify non-compliance to the Methodology process
  • Monitored approvals, content and deliverables for adherence to the methodology and suggested improvements to ensure compliance
  • Tracked action plans for implementation
  • Facilitated communication between departments involved in the development life cycle
  • Mentored Project Coordinator I and II levels
  • Coordinated and conducted outage preparation meetings to cover outage activities
  • Attended meetings/planning/working sessions with CCMDB administrators to develop and test enhancements
  • Input and maintained relationships in Maximo and performed CI reconciliation tasks
  • Expose/unexposed fields as they relate to service manager web services integration with CCMDB as new fields are required within CCMDB
  • Maintained and created start centers for Service Manager

SENIOR PROJECT ANALYST

Total System Services
08.2004 - 06.2007
  • Responsible for being the primary functional point of contact with the client while the client is in the conversion / de-conversion / startup process
  • Performed a variation of activities from coordinating / executing data mapping/verification, user client acceptance testing, conversion mock testing, issue / problem resolution, implementation, notification, and post implementation support
  • Setup internal and external client transmission interfaces
  • Establish rapport with client / partner, organizations, vendors and internal TSYS departments
  • Handles routine and/or multiple projects, or portions of a large project
  • Analyzed and defined data (ie: data mapping, product features, statements, cards, and interfaces)
  • Participate / facilitate client meetings and performs research and fact findings in preparation of documentation
  • Developed internal and external contacts and attend meetings

SALES ASSOCIATE

JCPenney Retail Store
11.2005 - 06.2006
  • Stocked and replenish merchandise to meet company standards
  • Researched and resolved external and internal order issues
  • Helped customers find and select products
  • Assisted customers with product selection to ensure customer satisfaction
  • Operated cash register and POS to handle purchases, refunds, and exchanges for customers
  • Tagged new merchandise for sale and updated signs
  • Maintained up-to-date knowledge of store policies regarding payments, returns, exchanges and security practices

INFORMATION SECURITY ANALYST II

Total System Services
12.2000 - 08.2004
  • Responsible for administration of security functions, including reviewing and modifying procedures and processes
  • Provided non-technical support in the departments' security program and processes
  • Assist with the development, implementation, monitoring and maintenance of all enhancements
  • Performed a variety of administrative tasks, including logging, filing, copying, and faxing documents
  • Work independently with minimum direct supervision
  • Performed day-to-day Information Security functions pertaining to computer access control on numerous security software products and processes to include, but not limited to, establishment and maintenance of log-on IDs, models, profiles, access rules, Endevor requests, terminations, monitoring access violations and security maintenance reports, and quarterly reviews
  • Researched, analyzed, and resolved internal and external client requests to ensure customer satisfaction
  • Provided on-call support for assigned systems under the responsibility of the Information Security Department
  • Reviewed audit recommendations and requests
  • Analyzed problems and initiated recommendations for compliance and/or alternatives to department management

INFORMATION MANAGEMENT ANALYST

Total System Services
08.1998 - 12.2000
  • Organized and managed the report standards for Total System internal and external clients utilizing several tools such as, X/ptr, Ca7, Multitrak, Netman, MVS/JCL, RMS and TMM
  • Researched and resolved external and internal client's requests
  • Managed workflow and processes to ensure all incoming and outgoing data meet company standards

TEAM LEAD/ MICROFICHE ADMINISTRATOR

Total System Services
01.1994 - 08.1998
  • Mentored and coached team members to ensure successful performance
  • Delegated tasks to team members according to project requirements and employee strengths
  • Provided guidance to the team on best practices for completing tasks efficiently and accurately
  • Responsible for all written and verbal correspondence to and from the department to include: payroll, employee records, supplies, billing, and status reports
  • Researched and resolved internal and external client requests
  • Trained and educated new employees on all job requirements
  • Ensured all work met company standards
  • Setup and operated equipment to produce quality microfiche according to established priorities

CUSTOMER SERVICE REPRESENTATIVE

AFLAC
03.1990 - 01.1992
  • Maintained a high level of professionalism when dealing with difficult customers
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Provided exceptional customer service to ensure customer satisfaction
  • Responsibilities included contacting accounts via telephone, general filing and typing
  • Researched and resolved customer requests that required more detail of policy data, correspondence and payment processing
  • Worked on special projects as assigned
  • Performed data entry functions by Entering applications with accuracy and speed under limited supervision

Education

Business Administration -

Chattahoochee Valley Community College
Phenix City, AL

Diploma - Cosmetology

Columbus Technical Institute
Columbus, Georgia
10.1993

Diploma - College Prep classes

Cross Keys High School
Atlanta, Georgia
06.1988

Skills

  • Client Service and Support
  • Microsoft Office
  • Personnel Management
  • Conflict Resolution Techniques
  • Business Strategy Development
  • Strong Organizational Skills
  • Customer Service
  • Project Management
  • Process Improvement
  • Workflow Development
  • Strong interpersonal and communication skills
  • Strong decision-making and judgment skills
  • Client Rapport-Building
  • Payment Processing
  • Telephone Reception
  • Answering Research Questions
  • Administrative and Office Support
  • End User Training
  • Understanding Customer Needs
  • Policies and Procedures
  • Business Systems
  • Time Management
  • Strategic Planning
  • Asset Management / Lifecycles
  • Requirements Gathering
  • Multi-tasking
  • Experience working in a fast-paced environment
  • Information Technology

Certification

  • ITIL v3 Foundation Certificate in IT Service Management, 11/01/14
  • ITAM Hardware Asset Manager Certificate, 10/01/14
  • ITAM Software Asset Manager Certificate, 10/01/14

Professional Development

  • National Vocational Technical Honor Society Member, 1993, Columbus Technical Institute
  • Georgia Occupational Award of Leadership (GOAL), 1993, Columbus Technical Institute
  • Phi Theta Kappa International Honor Society (Alpha Theta Rho Chapter), 2005, CVCC
  • Head Start Volunteer Parent Award, 2003-2004

Timeline

Front Desk Administrator

Hughston Medical Group - ENT
01.2024 - Current

MULTI UNIT TEAM LEADER (MANAGER)

H&R Block
09.2021 - 05.2023

CLIENT SERVICE PROFESSIONAL

H&R Block
11.2018 - 04.2024

MIDDLEWARE SYSTEM ADMINISTRATOR SENIOR

Global Payments formerly Total System Services
03.2018 - 03.2021

BUSINESS SYSTEMS CONSULTANT

Total System Services
09.2012 - 03.2018

LEAD PROJECT COORDINATOR

Total System Services
06.2007 - 09.2012

LOSS PREVENTION OFFICER

JCPenney Retail Store
06.2006 - 01.2014

SALES ASSOCIATE

JCPenney Retail Store
11.2005 - 06.2006

SENIOR PROJECT ANALYST

Total System Services
08.2004 - 06.2007

INFORMATION SECURITY ANALYST II

Total System Services
12.2000 - 08.2004

INFORMATION MANAGEMENT ANALYST

Total System Services
08.1998 - 12.2000

TEAM LEAD/ MICROFICHE ADMINISTRATOR

Total System Services
01.1994 - 08.1998

CUSTOMER SERVICE REPRESENTATIVE

AFLAC
03.1990 - 01.1992

Business Administration -

Chattahoochee Valley Community College

Diploma - Cosmetology

Columbus Technical Institute

Diploma - College Prep classes

Cross Keys High School

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Kimberly L. King-Ingersoll