Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kimberly McCoy

Rochester,NY

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Customer Service Representative

RGRTA - RTS
01.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Goodwill of the Finger Lakes: 2-1-1 / Life Line (Volunteer)

Rochester, NY
03.2021 - 11.2021
  • Assist individuals in various suicidal crises situations via online chat.

Rochester Rehabilitation Center: Program Secretary

Rochester, NY
11.2001 - 06.2005
  • Performed office duties for the Driver Rehabilitation, New York State Drinking and Driving Program and SportsNet
  • Completed general office duties: outbound and inbound calls/voicemails, copy/fax, scheduled appointments, file setup and data entry
  • Maintained attendance records and entered data of program participants information in Access database
  • Collected and processed payments
  • Training new hires
  • Procured information from physicians, insurance companies, and state funding organizations.

SUNY Brockport: Tutor / Student Note Taker

Brockport, NY
01.1998 - 03.1999
  • Provided tutoring in math and sociology to students referred by SUNY staff
  • Recorded detailed notes for students with disabilities.

Baugh's IGA: Deli/Meat Clerk

Hamlin, NY
05.1994 - 08.1997
  • Provided customer service and trained new hires
  • Answered the phones for the store's main phone line, directed calls, and utilized the intercom system
  • Cleaned, performed inventory, restocked store.

Education

GED -

East Evening High School
Rochester, NY

No final degree - Psychology

SUNY Brockport
Brockport, NY
01.1999

Skills

  • Excellent Verbal and Written Communication Skills
  • Outstanding Customer Service Skills
  • Salesforce CRM system proficiency
  • Google Maps Proficient
  • Trapeze Proficient
  • Masabi Proficient
  • RTS On Demand and Transit App Experience
  • MS Office
  • Typing 60 wpm
  • De-Escalation Techniques
  • Scheduling
  • Professional telephone demeanor
  • Complaint resolution
  • Critical Thinking
  • Active Listening
  • Problem-solving abililities

Certification

Rochester Educational Opportunity Center, 2021, Emergency Telecommunications Program

Timeline

Customer Service Representative

RGRTA - RTS
01.2022 - Current

Goodwill of the Finger Lakes: 2-1-1 / Life Line (Volunteer)

Rochester, NY
03.2021 - 11.2021

Rochester Rehabilitation Center: Program Secretary

Rochester, NY
11.2001 - 06.2005

SUNY Brockport: Tutor / Student Note Taker

Brockport, NY
01.1998 - 03.1999

Baugh's IGA: Deli/Meat Clerk

Hamlin, NY
05.1994 - 08.1997

GED -

East Evening High School

No final degree - Psychology

SUNY Brockport

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Kimberly McCoy