KIMBERLY MUENZEL
Norristown,PA
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your organization. Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Moyer Indoor Outdoor
Hatfield, PA
09.2024 - Current
- Implemented automation in the Moyer phone system, resulting in a significant reduction of misrouted calls.
- Revised ADP self-assessment queries to better reflect CSR job responsibilities.
- I also provided a guide/training on 'How to' Write a successful Self Evaluation to each division along with offering my assistance if needed
- Delivered comprehensive Call Center performance metrics on a daily, weekly, and monthly basis.
- Organized monthly Manager/Supervisor Meetings to brainstorm solutions.
- Designed adaptable new hire training program to support growth in various Moyer departments.
- Established SOPs for team to ensure consistent process messaging.
- Acted as liaison between customers and internal teams on escalated issues requiring special attention.
- Delivered comprehensive training sessions for enhanced employee effectiveness.
- Delegated work to staff, setting priorities and goals.
Call Center Manager
LOWRY SERVICES
Harleysville, PA
09.2024 - Current
- Established and oversaw performance targets for call center associates
- Determined quality assurance benchmarks and set standards for improvement
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
- Led daily team meetings to review performance, set targets and motivate staff
- Recruited, trained and onboarded new agents, maintaining exceptional service standards
- Resolved escalated customer issues promptly and professionally to maintain satisfaction
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
Customer Service Manager
EXPO LOGIC
East Norriton, PA
04.2015 - 10.2021
- Manage 5 customer support specialists and 1 remote Customer Service Training Manager
- Successfully implemented and maintains companies phone system
- Created call groups, call routing, and metrics for each department
- Created and maintain Standard Operating Procedures to ensure consistency and process are followed within the center
- Ensure consistent top customer service and timely follow-up with all customers at various stages of the ticket
- Handle escalated customer service complaints with tact and judgment
- Maintaining the Expo Logic building and its vendors to ensure a safe working environment
- Completed special projects by using effective decision-making, critical thinking, and time management skills
- Devised and published metrics to measure the organization's success in delivering world-class customer service
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Negotiated contracts with outside carriers to minimize costs to company and customers
- Took ownership of customer issues and followed problems through to resolution
- Created and reviewed invoices to confirm accuracy
Technical Support Manager
STONE EDGE TECHNOLOGIES
Collegeville, PA
01.2012 - 03.2015
- Tracked KPIs and created continuous improvement plans
- Analyzed and developed service goals for in-bound call center
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision
- Managed time efficiently in order to complete all tasks within deadlines
- Managed customer contact center with 10 support representatives and 5 training representatives
Customer Support Manager
MEDIMEDIA- VETSTREET
Yardley, PA
01.2009 - 01.2012
- Managed 30 humans which included 2 locations call center, implementation and web design
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 90%
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Managed customer service effectiveness by monitoring performance and assessing metrics
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay
Systems Analyst
MERCK AND COMPANY
Lansdale, PA
01.2006 - 01.2008
- Managed wireless network for Fortune 500 company
- Monitored performance of Verizon and Sprint as providers
- Conducted formal quarterly audits to ensure contract compliance with all vendors
- Assessed business requirements to create focused solutions
- Diagnosed, troubleshot and resolved network and system problems
- Resolved malfunctions with systems and programs through troubleshooting
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
Service Delivery Leader
COMPUTER AID INC
Wilmington, DE
01.1996 - 01.2006
- Promoted from an entry-level position to Manage the headquarters primary customer service center for 4 major accounts
- Negotiated and managed service agreement
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Generated reports detailing findings and recommendations
- Educated staff on organizational mission and goals to help employees achieve success
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Established KPI's and intense reports for each client
Technical Support Technician/ Analyst
COMPUTER AID INC
East Norriton, PA
01.1996 - 01.1998
- Configured hardware, devices, and software to set up work stations for employees
- Installed, modified, and repaired software and hardware to resolve technical issues
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Provided Tier 1 IT and Tier 2 IT support to non-technical internal users through desk side support services
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Walked individuals through basic troubleshooting tasks
Technical Support Trainer/technician
DATAQUICK INFORMATIONAL SERVICES
Irvine, CA
01.1994 - 01.1996
- Prepared and presented supplementary learning material to support structured lessons
- Educated clients on proper use of products and systems
- Developed effective training plans based on department needs and objectives
- Mentored new hires, resulting in stronger staff development and increased productivity
- Monitored participant workflow and behaviors throughout training process
Customer Service Manager
NORTH AMERICAN
Hayward, CA
01.1992 - 01.1994
- Prepared Grant Deeds, Deeds of Trust and documents related to the Real Estate industry
- Followed through with client requests to resolve problems
- Developed and offered unique discount options to drive interest in new product lines
- Researched and corrected customer concerns to promote company loyalty
- Addressed potential cancellations and offered catered solutions to retain accounts
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Created and reviewed invoices to confirm accuracy
Photographer
USN
Alameda, CA
10.1986 - 11.1992
- Scheduled and booked locations for photo shoots, working collaboratively with military clients and contacts
- Edited, toned, captioned, and uploaded photographs for publication
- Digitally edited photos to enhance appearance
- Trained new photographers in use of camera equipment and editing software
- Selected and set up appropriate props, backdrops, and lighting
- Managed team of photographers for special projects
- Shot photographs in controlled lab, field, and remote environments
- Secret clearance
Education
Associate of Arts - Commercial And Advertising Art
NORTHAMPTON COMMUNITY COLLEGE
Northampton, PA, US10.1986
Skills
- Team management
- E-commerce
- Customer support
- CRM software
- Software troubleshooting
- Customer relationship management
- Technical support
- Zendesk
- Jira
- Microsoft Excel
- Mentoring
- Telephony
- Relationship management
- PCI
- Salesforce
- Help Desk
- Continuous improvement
- Customer satisfaction
- Customer Service Training
- Forecasting
- Policies
- Processes
- Reporting
- SaaS
- Order management system
- Live chat
- Customer service
- Call center management
- Performance metrics
- Standard operating procedures
- Team leadership
- Coaching and mentoring
- Conflict resolution
- Management of remote employees
- Call monitoring
- New hire training
- Decision-making
- Staff education and training
- Focused on customer satisfaction
Certification
Nexstar Certified
Timeline
Customer Service Manager
Moyer Indoor Outdoor
09.2024 - Current
Call Center Manager
LOWRY SERVICES
09.2024 - Current
Customer Service Manager
EXPO LOGIC
04.2015 - 10.2021
Technical Support Manager
STONE EDGE TECHNOLOGIES
01.2012 - 03.2015
Customer Support Manager
MEDIMEDIA- VETSTREET
01.2009 - 01.2012
Systems Analyst
MERCK AND COMPANY
01.2006 - 01.2008
Service Delivery Leader
COMPUTER AID INC
01.1996 - 01.2006
Technical Support Technician/ Analyst
COMPUTER AID INC
01.1996 - 01.1998
Technical Support Trainer/technician
DATAQUICK INFORMATIONAL SERVICES
01.1994 - 01.1996
Customer Service Manager
NORTH AMERICAN
01.1992 - 01.1994
Photographer
USN
10.1986 - 11.1992
Associate of Arts - Commercial And Advertising Art
NORTHAMPTON COMMUNITY COLLEGE
Similar Profiles
STAN GERMANSKYSTAN GERMANSKY
CDL Class B Oil Delivery Driver at Moyer Indoor And OutdoorCDL Class B Oil Delivery Driver at Moyer Indoor And Outdoor
Isabella SorensonIsabella Sorenson
Lifeguard at Draper Rec Indoor/Outdoor PoolLifeguard at Draper Rec Indoor/Outdoor Pool
Lynn IsraelLynn Israel
Sales Associate at Blend Indoor OutdoorSales Associate at Blend Indoor Outdoor