Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Neal

Stone Mountain,GA

Summary

Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.

Overview

16
16
years of professional experience

Work History

Customer Support Representative

Kronos Group (UKG)
07.2022 - Current
  • Company Overview: Provides UKG Technical support for UKG Products users, troubleshooting and resolving system issues
  • Deliver exceptional support to our customers using various communication channels, such as phone, email, remote sessions, and our CRM case management system
  • Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent, and less complex issues by developing solutions to customer questions
  • Identify and report product malfunctions (for example, by testing scenarios or impersonating users)
  • Gather and analyze customer feedback to identify areas for improvement in products, services, and support
  • Collaborate with a team of client support analysts, solutions representatives, developers to provide a Escalate urgent and high-priority issues as necessary, following established escalation procedures by following the appropriate chain of command
  • Assist new users with the onboarding experience
  • Streamlined support processes by implementing efficient ticket management systems, improving response times
  • Answered, evaluated, and prioritized incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, networking, and other computer-related technologies
  • Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved issues or escalating as needed for resolution
  • Participated in team meetings and training sessions to stay informed about system updates and changes
  • Managed high-stress situations calmly and professionally while maintaining excellent rapport with staff, students, and parents during difficult conversations or escalation
  • Provides UKG Technical support for UKG Products users, troubleshooting and resolving system issues

Call Center Support

DeKalb County Board of Education
12.2014 - 06.2022
  • Provided exceptional customer service by patiently addressing concerns and clarifying information as needed.
  • Escalated unresolved issues to appropriate departments or management personnel when necessary for expedited resolution.
  • Maintained up-to-date knowledge of industry trends and emerging technologies to better serve customers'' needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Managed user accounts, granting necessary permissions while maintaining strict security protocols.
  • Improved customer satisfaction by efficiently troubleshooting and resolving technical issues.
  • Increased first-call resolution rate through effective problem-solving and clear communication skills.

Student Finance Consultant

DeVry University
09.2008 - 03.2013
  • Managed a caseload of over 200 students, maintaining accuracy in awarding federal and institutional funds.
  • Maintained up-to-date knowledge on changes in federal regulations governing student loans and other forms of financial assistance to provide accurate guidance.
  • Assisted in the implementation of new software systems to enhance efficiency and accuracy in processing financial aid applications.
  • Contributed to the development of policies and procedures related to student financial services operations while adhering to federal regulations.
  • Assisted students in identifying suitable scholarships and grants through personalized guidance and research.
  • Reduced student loan default rates by conducting thorough counseling sessions on loan repayment options.

Education

University - Administration

Fort Valley
12.2012

Skills

  • Microsoft Windows and Office
  • Account Management
  • Problem-Solving
  • Basic knowledge of SQL
  • CRM software networking
  • Salesforce/Ticket Management
  • Database Management
  • Troubleshooting
  • Customer success management
  • Network support

Timeline

Customer Support Representative

Kronos Group (UKG)
07.2022 - Current

Call Center Support

DeKalb County Board of Education
12.2014 - 06.2022

Student Finance Consultant

DeVry University
09.2008 - 03.2013

University - Administration

Fort Valley

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Kimberly Neal