KIMBERLY MILLWEE
Jonesboro,GA
Summary
Dynamic Customer Service Lead with over 40 years at the Better Business Bureau, excelling in customer relations and client engagement. Expertly managed escalated situations, fostering positive relationships while developing data-driven strategies that enhanced team performance. Passionate about delivering exceptional service and leveraging insights to drive organizational success.
Overview
41
41
years of professional experience
Work History
Customer Service Lead
Better Business Bureau
10.1983 - 03.2025
- Managed escalated situations with difficult customers while preserving positive relationships
- Conducted regular team meetings to discuss current performance, identify areas for improvement and develop strategies for success
- Developed comprehensive reports on customer service data trends to inform management decisions
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Greeted customers and listened closely to problems described to determine solutions.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Education
High School -
Wayne High School
Huber Heights, OH05.1983
Skills
- Exceptional customer service
- Relationship management
- Client relationship management
- Customer support expertise
- Staff skill enhancement
- Effective customer complaint resolution
- Office administration tasks
- Effective telephone interaction
- Research inquiries
- Service excellence
- Effective time management
- Excel data management
- Strong organizational skills
- Detail-oriented data management
- Executive support
- Conflict resolution
Timeline
Customer Service Lead
Better Business Bureau
10.1983 - 03.2025
High School -
Wayne High School
Similar Profiles
Andrea JacksonAndrea Jackson
Director of Events and Community Relations at Better Business BureauDirector of Events and Community Relations at Better Business Bureau
VIRGINIA (GINNY) MARQUEZVIRGINIA (GINNY) MARQUEZ
Business Development Representative at Better Business BureauBusiness Development Representative at Better Business Bureau
Rafael GranadosRafael Granados
Market Campaign Coordinator - Capture Acquisition at Better Business BureauMarket Campaign Coordinator - Capture Acquisition at Better Business Bureau