Kimberly Love
Summary
Dynamic Tech Support Supervisor recognized for effective team leadership and process improvement. Skilled in developing training materials and managing escalated customer inquiries, driving enhanced support efficiency and customer satisfaction.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Tech Support Supervisor
Apple
Arlington, Tx
02.2010 - Current
- Trained staff on troubleshooting techniques and product knowledge.
- Supervised technical support team to ensure quality customer service.
- Managed escalated customer inquiries to achieve resolution.
- Collaborated with engineering teams to improve product performance feedback.
- Developed training materials for new technical support representatives.
- Implemented process improvements to enhance support efficiency and effectiveness.
- Conducted regular performance reviews with direct reports.
Account Manager
Credit Solution Program
Plano, Texas
08.2006 - 08.2009
- Managed client accounts and nurtured long-term relationships with key stakeholders.
- Developed strategic account plans to align services with client goals and needs.
- Resolved client issues promptly by coordinating with internal teams for effective solutions.
- Managed multiple accounts simultaneously while meeting deadlines.
- Resolved customer complaints in a timely manner.
Medical Records Clerk
Jefferson Comprehensive Health Center
Pine Bluff, Arkansas
09.2005 - 08.2006
- Managed patient records and ensured accurate documentation compliance.
- Organized incoming medical records for efficient retrieval and processing.
- Reviewed records for completeness and flagged missing information for correction.
- Maintained confidentiality of patient information in accordance with regulations.
- Coordinated with departments to verify patient data and resolve discrepancies.
- Supported audits by preparing medical records and documentation requests.
Account Manager
Nova Information Systems
Atlanta, GA
02.2001 - 08.2005
- Coordinated cross-functional teams to deliver solutions tailored to client requirements.
- Identified customer needs by asking questions and advising on best solutions.
- Collaborated with marketing teams to develop targeted campaigns for account acquisition and growth.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
Education
Colorado Technical University
Colorado Springs, COSkills
- Technical troubleshooting
- Knowledge management
- Escalation management
- Product feedback analysis
- Training curriculum development
- Customer relationship management
- Project management
Certification
- Project Management: Tools, Approaches, Behavioral Skills
- Project Management: Beyond Planning and Control
- Managing Project Risks and Changes
- Project Management: Control using the Earned Value and Risk
- Project Management: The Basic for Success
- Project Management: Life Cycle and Project Planning
Timeline
Tech Support Supervisor
Apple
02.2010 - Current
Account Manager
Credit Solution Program
08.2006 - 08.2009
Medical Records Clerk
Jefferson Comprehensive Health Center
09.2005 - 08.2006
Account Manager
Nova Information Systems
02.2001 - 08.2005
Colorado Technical University