Kimberly Mask
Bartlett,TN
Summary
Dynamic Customer Service Representative with proven expertise at the Department of Treasury, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Recognized for efficiently handling escalated calls and providing coaching to new hires, contributing to a supportive team environment and improved customer satisfaction.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Department of Treasury
11.2011 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- Administrative support
- Clerical support
- Assertiveness
- Problem resolution
- Paperwork processing
- Call management
- Team development
- Microsoft Office Suite
- Microsoft PowerPoint
- Staff training
- Quality control
- Multi-line phone talent
- Research
- Account updating
- Customer education
Timeline
Customer Service Representative
Department of Treasury
11.2011 - Current