Kimberly Lott
Easley,United States
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Support Technician
ASM Research
Niagara Falls/remote, NY
05.2023 - Current
- Troubleshot customer technical issues over the phone and online
- Documented detailed notes on each call with customers regarding their concerns or questions
- Followed up with customers after resolving an issue to ensure satisfaction was achieved
- Answered user inquiries to resolve computer software or hardware operation problems
- Responded promptly to all incoming customer inquiries within a timely manner
- Investigated and escalated complex customer problems to higher-level technicians when necessary
- Offered custom troubleshooting to assist problem resolution and restore service levels.
Administrative Assistant EH&S
Collins Aerospace
Simpsonville, SC
05.2022 - 11.2022
- Developed administrative processes to achieve organizational objectives and improve office efficiency
- Managed physical and digital files, monitored spreadsheets, and updated reports to coordinate project materials
- Followed HIPPA rules and regulations for record keeping of all work place incidents
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs
- Within Site Hawk insuring all chemicals were identified and all safety sheets are up to date.
Customer Service Representative
QVC Chesapeake
Easley, SC
10.2021 - 04.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Developed strong customer relationships to encourage repeat business.
Client Service Representative
Rapid Exchange
Piedmont, SC
04.2020 - 09.2021
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling, and networking
- Documented customer correspondence in CRM to track requests, problems, and solutions
- Cultivated long-lasting client relationships based on trust and a solid understanding of business needs
- Managed and updated physical and digital client account information to keep records accurate and current
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Translated customer needs into operational plan to fulfill projects with right resources
- Drove high performance by developing team members
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
- Created effective business plans to focus strategic decisions on long-term objectives
- Provided training sessions for employees on new software systems used in business operations
- Conducted research on current industry trends to identify potential areas for improvement in business operations
- Formed and sustained strategic relationships with clients
- Managed a team of staff members, providing guidance and direction to ensure successful completion of projects
- Assessed employee performance evaluations and recommended changes or improvements as needed
- Implemented safety protocols throughout the workplace to protect employees from harm
- Improved tools to enable better tracking and business analysis
- Maintained financial records, prepared budgets, and monitored expenditures for multiple departments
- Developed strong supplier relationships by obtaining alignment and delivering on mutually established goals
- Negotiated pricing agreements with vendors and suppliers based on organizational needs
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked
- Gained product knowledge to assist team members with structuring customer purchase, closing and delivery
- Delegated work to staff, setting priorities and goals
- Monitored progress by establishing plans, budgets and measuring results
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales
- Delivered products to customer locations on time
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Understood and followed oral and written directions
- Approached customers and engaged in conversation through use of effective interpersonal and people skills
- Identified needs of customers promptly and efficiently
- Completed day-to-day duties accurately and efficiently
- Maintained updated knowledge through continuing education and advanced training.
Business Manager
St. Francis Pet Services
Greenville, SC
02.2011 - 08.2019
- Utilized matrixed system to present customers with buying options, achieving targeted sales goals
- Worked closely with internal teams to deliver on high-profile, complex projects
- Collaborated and built trust within organization and with customers, meeting or exceeding expectations
- Synthesized customer and market information into summaries to build strategies for segments
- Human Resources payroll, new hire background check paperwork including I9 and background checks Managing and scheduling staff of eight employees
- Developed and implemented billing procedures to ensure accurate data entry and timely payment collection
- Analyzed customer accounts and identified discrepancies in invoices, payments, credits, and deductions
- Prepared monthly reports on accounts receivable status and aging analysis
- Worked with customers to resolve billing disputes in a timely manner
- Researched complex billing issues using internal resources and external sources as needed
- Managed daily cash postings from lockbox or other electronic methods of payment processing
- Processed customer refunds promptly upon request
- Monitored delinquent accounts and worked with collections department if necessary
- Reconciled bank statements each month ensuring accuracy of deposits made by customers
- Conducted recruitment process for new hires, including job postings, interviews and background checks
- Managed performance reviews, disciplinary actions and salary negotiations
- Provided guidance on labor law regulations to ensure compliance with applicable laws
- Created and maintained personnel records, such as hiring documents, benefits information and payroll data
- Monitored attendance records and leave requests for accuracy and completeness
- Coordinated training programs for new employees and existing staff members
- Researched methods of improving workplace safety standards by implementing new protocols
- Collaborated with other departments to create a positive work environment that promotes collaboration among teams.
Ophthalmologist Technician
America's Best Contacts and Glasses
Greenville, SC
02.2009 - 11.2010
- Obtained and recorded patient medical history and operated on ophthalmic equipment
- Observed pupils, visual acuteness, and extra-ocular movements to check patient status
- Managed ophthalmic conditions, taking into account both medical and psychological aspects of patient care
- Authorized refills for patient prescriptions, keeping careful track of medications and side effects
- Explained procedures in easy-to-understand terminology to patients and their families.
Skills
- Verbal and Written Communication
- Data Entry and Maintenance
- Needs Assessment
- Issue and Complaint Resolution
- Customer Service
- Efficient and Detail-Oriented
- Courteous with a Strong Service Mindset
- Understanding Customer Needs
- Calm and Professional Under Pressure
- CRM Software
- Multitasking and Prioritization
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Customer Account Management
- De-escalation Techniques
- Knowledge of Sales Retention
- Customer Service Experience
- Database Management
- Customer Education
- Inventory Management
- Customer Needs Assessment
- Documentation and Reporting
- Quick Books OfficeSales Force,Oracle,Site Hawk just to name a few Proficiency
- Policy Implementation
- Customer Retention
- Contract Management
- Employee Management
- Budget Administration
- Client Relationship Management
- Financial Oversight
- Staff Training
- Staff Management
- Coaching and Mentoring
- Social Media Promotion
- Negotiation
- Data Collection
- Financial Administration
- Operational Oversight
- Cross-Functional Collaboration
- Business Generation
- Consulting
- Analytical Thinking
- Team Building and Leadership
- Financial Management
- Performance Evaluations
- Cross-Functional Communication
- Recruiting and Hiring
- Employee Scheduling
- Documentation Proficiency
- Decision-Making
- Issue Resolution
- Customer Relations
- Business Administration
- Customer Relationship Management
- Employee Motivation
- Operational Leadership
- Regulatory Compliance
- Project Management
- Technical Support
- Outbound Calling
- Applicant Sourcing
- Pre-Employment Screening
- Performance Evaluation
- Recruitment
- Talent Acquisition
- HIPAA Expert
- New Hire Orientation
- Safety Training
- Candidate Screening
- Purchase Orders
- Account Auditing
- Data Entry
- Accounts Payable
- Account Reconciliation
- Accounts Receivable
- Quickbooks
- Critical Thinking
- Document Coding and Classification
- Microsoft Office
- Word Processing
- Vendor Record Management
- Fiscal Budgeting Knowledge
- Account Audits
- Cost Accounting
- Bill Payment and Recordkeeping
- Reconciling Accounts
- ERP Software
- Expense Reports
- Accounting Operations Management
- Quicken Expertise
- General Ledger Management
- Vendor Relationship Management
- PeopleSoft Expert
- Attention to Detail
- Precision and Accuracy
- Cash Management
- Relationship Building
- Vendor Relationships
- Data Entry and 10-Key
- SAP
- Statement Review
- Proactive and Self-Motivated
Certification
- Notary Pubic
- Public Trust
- Security Clearance
Activities
Homeowners association president
Timeline
Customer Support Technician
ASM Research
05.2023 - Current
Administrative Assistant EH&S
Collins Aerospace
05.2022 - 11.2022
Customer Service Representative
QVC Chesapeake
10.2021 - 04.2022
Client Service Representative
Rapid Exchange
04.2020 - 09.2021
Business Manager
St. Francis Pet Services
02.2011 - 08.2019
Ophthalmologist Technician
America's Best Contacts and Glasses
02.2009 - 11.2010
- Notary Pubic
- Public Trust
- Security Clearance