Kimberly Morris
Bellevue,NE
Summary
With a proven track record at PayPal, I excel in resolving complex technical issues and enhancing product usability, demonstrating exceptional problem-solving abilities and empathy. My expertise in technical troubleshooting and customer service has significantly improved client satisfaction, underpinned by strong skills in network troubleshooting and active listening.
Overview
29
29
years of professional experience
Work History
Customer Service Technical Support
PayPal
09.2013 - 12.2023
- Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
- Proactively identified potential areas of concern within the organization''s technology infrastructure that could impact user experiences negatively.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Expedited resolution times by quickly diagnosing root causes of problems and proposing appropriate fixes.
- Boosted team morale by actively participating in group discussions, contributing ideas, and supporting colleagues'' professional growth.
- Participated in regular team meetings to review performance metrics, discuss improvement strategies, and set goals for continued success.
- Streamlined support processes by developing comprehensive troubleshooting guides and resources.
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Enhanced team efficiency by sharing best practices and continuously updating internal knowledge base.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
- Improved customer satisfaction by providing timely and effective technical support to a diverse client base.
Fraud Analyst
First Data Reaources
11.1994 - 09.2013
- Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
- Proactively identified potential areas of concern within the organization''s technology infrastructure that could impact user experiences negatively.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Expedited resolution times by quickly diagnosing root causes of problems and proposing appropriate fixes.
- Boosted team morale by actively participating in group discussions, contributing ideas, and supporting colleagues'' professional growth.
- Participated in regular team meetings to review performance metrics, discuss improvement strategies, and set goals for continued success.
- Streamlined support processes by developing comprehensive troubleshooting guides and resources.
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Enhanced team efficiency by sharing best practices and continuously updating internal knowledge base.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
- Improved customer satisfaction by providing timely and effective technical support to a diverse client base.
Education
Business Accountancy
Metro Community College
Omaha, NESkills
- Empathy and patience
- Network Troubleshooting
- Ticketing system proficiency
- Remote Support
- Security Protocols
- Hardware support
- Customer Service
- Desktop support
- Product Troubleshooting
- Technical Troubleshooting
- Customer service expert
- Appointment Scheduling
- Microsoft Outlook
- Complaint resolution
- User Support
- Hardware diagnostics
- Call Center Operations
- Technical Support
- Information Protection
- Videoconferencing
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
Timeline
Customer Service Technical Support
PayPal
09.2013 - 12.2023
Fraud Analyst
First Data Reaources
11.1994 - 09.2013
Business Accountancy
Metro Community College