Summary
Overview
Work History
Education
Skills
Certification
Summary of Qualifications
Timeline
Generic

Kimberly Marshall

Buffalo,NY

Summary

Dedicated and safety-focused professional seeking a flight attendant position where I can leverage my skills in communication, situational awareness, teamwork, and adaptability to enhance passenger experiences while ensuring the highest standards of safety and contributing to the reputation of the airline.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Escalation Supervisor

UnitedHealthcare
11.2015 - Current
  • Progressed through multiple roles, showcasing a commitment to customer service excellence, reliability, safety, and teamwork.
  • Provided training and mentorship to new hires, instilling the importance of safety protocols, situational awareness, collaboration, and effective communication.
  • Assisted agents and representatives in complex situations, ensuring compliance with safety standards while addressing customer inquiries and demonstrating reliable problem-solving skills.
  • Led teams as a supervisor, fostering a collaborative environment focused on achieving objectives and prioritizing passenger and team safety while adapting to changing needs and circumstances.
  • Organized and maintained essential statistics to aid in operational improvements that enhance both efficiency and safety.

Collections Agent

Capital Management Services
04.2011 - 11.2014
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.

Assistant Manager

Kmart, Sears Holding
12.2007 - 10.2010
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Education

Master Of Information System Management - Data Analytics

Capella University
Minneapolis, MN

Skills

  • Excellent communication and interpersonal skills with a safety-first mindset
  • Strong situational awareness and reliability in high-pressure environments
  • Proven adaptability and teamwork skills, working effectively with diverse groups
  • Strong problem-solving abilities, always considering safety implications
  • Team-oriented with leadership experience in safety training and supervision
  • Proficient in conflict resolution and customer service, with a commitment to ensuring safety for all passengers

Certification

CPR Certification October 2023

Summary of Qualifications

  • Over 6 years of experience in customer service roles, demonstrating strong interpersonal skills and the ability to handle complex situations with a focus on safety and situational awareness.
  • Proven leadership abilities in training and mentoring new hires, emphasizing safety protocols, collaboration, and the importance of being reliable in all interactions.
  • Strong organizational skills, with a track record of meeting established objectives while prioritizing safety, adaptability, and anticipating customer needs.
  • Ability to remain calm under pressure, provide compassionate support in challenging situations, and work effectively in team environments while prioritizing passenger safety.

Timeline

Escalation Supervisor

UnitedHealthcare
11.2015 - Current

Collections Agent

Capital Management Services
04.2011 - 11.2014

Assistant Manager

Kmart, Sears Holding
12.2007 - 10.2010

Master Of Information System Management - Data Analytics

Capella University

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Kimberly Marshall