Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Nikolich

Collierville,TN

Summary

Customer-focused professional with extensive experience in ensuring client satisfaction and fostering strong relationships. Known for reliability, adaptability, and collaborative approach to achieving team goals. Proficient in communication and issue resolution, consistently aligning customer needs with company solutions.

Overview

36
36
years of professional experience

Work History

Customer Success Representative

ILS
01.2016 - Current
  • Assisted in the development of customer success training materials to enhance team performance and expertise.
  • Influenced product roadmap by advocating for customer needs and providing valuable feedback from the field to internal stakeholders.
  • Implemented targeted upselling strategies, resulting in increased revenue from existing customers.
  • Contributed to lower client churn rate.
  • Work with Support Services to resolve customer problems, improve operations and provide exceptional customer service.
  • Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
  • Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Worked closely with sales teams to ensure smooth handoffs of newly acquired clients, paving the way for long-term account stability.
  • Boosted customer retention through diligent follow-up and relationship-building efforts.
  • Managed strategic relationships with key partners, reinforcing collaborative partnerships that drove mutual success for all parties involved.
  • Analyzed customer feedback data to identify trends and opportunities for improvement in service offerings.
  • Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
  • Conducted regular check-ins with key accounts, ensuring ongoing satisfaction and fostering loyalty.
  • In 2024 -total opportunities created: 51, with a total value of $106,202. Total of opportunities won: 35, total new billings of $65,328.
  • 69% win rate on a goal of 50%
  • 100% completion of Teir 2 in first half of 2024
  • 5% churn rate for 2024
  • Monitor Banner mailbox.
  • Facilitate and manage all ROS banners for the ILS site.

Customer Support Representative

ILS
08.2013 - 01.2016
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Liaised with internal teams to resolve customer concerns and escalate issues.
  • Exceeded performance metrics by consistently providing high-quality support to clients.


  • Documented customer interactions in Lotus Notes and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Recommended solutions to complex situations through research and critical thinking and escalated if needed.
  • Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.

Inventory Services & Customer Support Temp

ILS
01.2003 - 08.2013
  • Checked and processed all inventories
  • Provided excellent customer care by responding to requests via incoming calls, emails and chat’s.
  • Monitored Customer Support emails.
  • Trained customers as needed on how to best use ILS.
  • Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
  • Adhered to company policies, procedures and system documentation requirements.
  • Established positive relationships with clients through proactive communication and attentive listening skills.
  • Resolved discrepancies found on customer inventories and facilitated communication between departments for resolution.
  • Various special reports as assigned.

Customer Support

ILS
06.1988 - 05.1997
  • Provided excellent customer care by responding to requests via incoming calls, trained customers as needed on how to best use ILS, various special reports as assigned, trained new sales team members, programmed dumb terminals to ship to clients, created and sent ILS software to customers, on call 24 hours as needed
  • Streamlined help desk processes to increase efficiency and quality of customer support interactions.
  • Provided exceptional customer support by addressing inquiries and troubleshooting issues related to paging services.
  • Trained new hires on company policies, procedures, and best practices in customer support roles.
  • Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
  • Provided top-notch customer support, quickly resolving user issues related to call quality and connectivity.
  • Programmed dumb terminals to ship to clients.
  • Configured customer credentials and sent ILS software to customers.
  • On call 24 hours as needed.

Education

Southwest Tennessee Community College
Memphis, TN

Skills

  • Salesforce
  • Power BI
  • Teams (SharePoint)
  • Certified Change Agent - Hearst
  • Lotus Notes
  • Oracle – OBIEE and eBusiness Suite
  • Live chat support
  • Microsoft Office
  • Snagit
  • Camtasia
  • Selling to Your Potential
  • Interact
  • Client onboarding
  • Client training
  • CPR Training

Timeline

Customer Success Representative

ILS
01.2016 - Current

Customer Support Representative

ILS
08.2013 - 01.2016

Inventory Services & Customer Support Temp

ILS
01.2003 - 08.2013

Customer Support

ILS
06.1988 - 05.1997

Southwest Tennessee Community College

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Kimberly Nikolich