Kimberly Mayes
Howell,MI
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
PJWB Wholesale
Fowlerville, MI
11.2022 - 09.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Knowledge of ERP and WMS systems.
Senior Sales Assistant
Design Group Services
09.2020 - 10.2022
- Provided excellent customer service by promptly addressing client inquiries and resolving any issues that arose during sales process.
- Assisted customer with prompt and polite support in person and via telephone.
- Utilized Chamber of Commerce list, to reach out to area businesses announcing new business service in effort to glean leads for business manager.
- Gathered and prepared sales material for owner & business manager in preparation of presentations and meetings.
Customer Service Manager
J. America Outdoor
08.2013 - 08.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Knowledge of ERP and WMS systems.
- Implemented knowledge-sharing initiatives among team members that resulted in faster problem resolution times.
- Conducted regular performance evaluations, providing constructive feedback to drive professional growth within team.
Education
Associate of Arts - Business Management
Lansing Community College
Howell, MISkills
- Sales Administration & Support
- Customer Relations
- Training and mentoring
- Customer Relationship Management (CRM)
- Effective workflow management
- Team Building and Leadership
- Report Preparation
- Escalation Handling
- Handling Escalations
Timeline
Customer Service Specialist
PJWB Wholesale
11.2022 - 09.2024
Senior Sales Assistant
Design Group Services
09.2020 - 10.2022
Customer Service Manager
J. America Outdoor
08.2013 - 08.2020
Associate of Arts - Business Management
Lansing Community College
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