Kimberly Musser
8 Jerome Avenue, Sicklerville,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in CSR/PCC industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Service Representative/Tier 1 PCC
Amerihealth Caritas
New Philadelphia, PA
04.2018 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- SME (Subject Matter Expert) Assist in training new hires
Sales Associate
Calvin Klein
Blackwood, NJ
02.2011 - 02.2020
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
- Take end of day earnings to bank.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
Dental Assistant
Salvatore Pera
New Philadelphia, PA
01.2005 - 01.2011
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Assisted dentist in management of medical or dental emergencies with prompt patient scheduling and surgical support.
- Verified proper operation of dental equipment by completing preventive maintenance, troubleshooting malfunctions and calling for repairs.
- Explained treatment procedures and instructed patients on home care guidelines.
- Fabricate temporary crowns, bleaching trays, essix appliances and bruxing appliances.
- Sanitized trays, instruments and surfaces for clean dental office setting and patient safety full schedule.
Receptionist
Dr. Jack Jenofsky, OBGYN
Philadelphia, PA
11.2001 - 04.2005
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept records in CRM to maintain customer data.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Scheduled surgeries, which included insurance pre certification, ordering and reviewing pre admission testing results with physician.
Orthodontic Assistant
Dr. Elaine Bogdanoff
Cherry Hill, New Jersey
09.1998 - 10.2001
- Prepped examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Prepared patient for orthodontist and performed simple tasks such as tightening braces and conducting preliminary examinations.
- Set appointments and made follow-up calls.
- Responsible for initial consultation, impressions, X-rays and photos.
- Responsible for pouring and trimming of models, developing X-Rays and printing photos.
- Handled emergency calls by pager on weekends.
- Insurance verification.
Education
Associate of Arts - Dental Assisting
Camden County College
Blackwood, NJ05.1997
Skills
- Verbal and Written Communication
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Creative Problem Solving
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- De-escalation Techniques
- Inbound and Outbound Calling
Timeline
Customer Service Representative/Tier 1 PCC
Amerihealth Caritas
04.2018 - Current
Sales Associate
Calvin Klein
02.2011 - 02.2020
Dental Assistant
Salvatore Pera
01.2005 - 01.2011
Receptionist
Dr. Jack Jenofsky, OBGYN
11.2001 - 04.2005
Orthodontic Assistant
Dr. Elaine Bogdanoff
09.1998 - 10.2001
Associate of Arts - Dental Assisting
Camden County College