KIMBERLY MOORE
Freeport,GB
Summary
Customer Service Professional focused on exceeding customer expectations through industry-leading support. Enhanced customer satisfaction by efficiently managing high-volume demands and improving service operations. Built strong client relationships and resolved issues promptly, demonstrating strategic planning and problem-solving capabilities.
Overview
9
9
years of post-secondary education
15
15
years of professional experience
Work History
Customer Care Coordinator Supervisor
Medicaid & Medicare
Fort Lauderdale, Florida
02.2023 - 08.2026
- Managed escalated complaints with service scripts and empathy-based communication to ensure customer satisfaction.
- Resolved customer inquiries by applying policies, service scripts, and account records to provide accurate solutions.
- Resolved customer inquiries through phone, chat, and email support channels at smart solutions BPO.
- Answered questions from customers regarding products and services offered by the company.
- Escalated complex issues to billing, service, and support teams.
- Documented cases in CRM systems with clear, accurate notes.
- Coordinated and scheduled appointments for staff and clients to optimize daily operational flow. and maintained daily administrative workflows
- Organized and maintained records, files, and confidential documents in office systems to ensure easy retrieval and compliance.
- Managed and securely handled confidential documents according to established protocols to protect sensitive information. in an organized fashion according to established protocol.
- Prepared correspondence, reports, and presentation materials for management
- Composed letters, memos, reports, emails, and presentations for management staff.
Customer Care Specialist
Ietlbpo Smart Solutions
Freeport, GB
12.2018 - 11.2022
- Resolved customer inquiries via phone, chat, and email at smart solutions BPO, enhancing customer experience.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Provided fast, friendly, and knowledgeable service for routine questions and complaints, contributing to customer satisfaction.
- Documented cases in CRM systems for accurate customer history and follow-up.
- Provided efficient and courteous assistance to customers with routine inquiries and service issues.
- Engaged with customers to identify their needs and provide solutions. to address their needs and provide assistance. to understand their needs and provide solutions.
Accountant Assistant
Bahamas Telecommunications Company Ltd.
04.2017 - 12.2018
- Processed purchase orders and supported various functions within the Accounts department.
- Coordinated and promoted events to enhance visibility and engagement.
- Supported administrative staff by organizing files and managing schedules. Assisted with multiple administrative tasks in the office environment.
Receptionist
Russell & Russell Law Firm
11.2011 - 04.2016
- Created and managed an efficient filing system to streamline document retrieval.
- Coordinated, certified, and archived all incoming correspondence to ensure proper tracking.
- Arranged meetings, conferences, and telephone calls to facilitate effective communication.
- Tracked office supplies and equipment to maintain proper stock levels.
- Worked part-time in various roles across departments.
Education
ASD - Accounting Management/ Business Administration
Bahamas Institute of Business & Technology
Freeport, GB 09.2018 - 10.2026
Certification - Certificate in Administrative Assistant
Ashworth College
Norcross, GA 08.2017 - 07.2018
Skills
- Customer service
- CRM systems
- Office administration
- Office Coordination
- Data entry proficiency
- Payment Processing
- Claims Management
- Accounts payable
- Proficiency with Microsoft Office Suite
- Microsoft Excel
- Proprietary systems learning
- Financial Reporting
- Computer proficiency
- Computer proficiency
Personal Information
Title: CERTIFIED ADMINISTRATIVE PROFESSIONAL
Timeline
Customer Care Coordinator Supervisor
Medicaid & Medicare
02.2023 - 08.2026
Customer Care Specialist
Ietlbpo Smart Solutions
12.2018 - 11.2022
ASD - Accounting Management/ Business Administration
Bahamas Institute of Business & Technology
09.2018 - 10.2026
Certification - Certificate in Administrative Assistant
Ashworth College
08.2017 - 07.2018
Accountant Assistant
Bahamas Telecommunications Company Ltd.
04.2017 - 12.2018
Receptionist
Russell & Russell Law Firm
11.2011 - 04.2016