Kimberly Norwood Thornton
Covington,GA
Summary
Customer Service Specialist with expertise in prioritizing tasks and managing multiple responsibilities in high-pressure environments. Proven track record of collaborating effectively within teams to achieve organizational objectives. Recognized for adeptly resolving escalated customer support issues, enhancing overall customer satisfaction.
Overview
35
35
years of professional experience
Work History
Life Insurance Agent (Contractor)
Homesteaders Life Insurance Company
West Des Moines, IA
04.2020 - Current
- Educated customers about benefits and coverage options of diverse policies.
- Cultivated strong client relationships through regular and effective communication.
- Delivered personalized service to clients via phone, email, or in-person meetings.
- Analyzed client needs to identify optimal policy solutions for each case.
- Developed strategic plans to address issues related to efficiency, costs, or profits.
- work 40+ hrs. weekly
Supervisor of Events/Food Prep
Unbelievable Events & Travel
Covington, GA
04.2011 - Current
- Trained team members on best practices for customer service and event execution.
- Resolved customer complaints promptly, ensuring high levels of satisfaction.
- Developed and implemented operational policies to enhance workflow efficiency and accuracy.
- Conducted face-to-face interviews and telephone calls to gather client feedback.
- Managed event space arrangements, optimizing layout for maximum engagement.
- Work on average of 15- 20 hrs. weekly
Mail Processing Clerk
USPS
Atlanta, GA
08.2022 - 07.2023
- Operated automated sorting machines to ensure accurate delivery of mail.
- Sorted incoming mail by size and destination, enhancing processing efficiency.
- Prepared outgoing mail through proper packaging and labeling practices.
- Maintained cleanliness and organization in processing area on a daily basis.
- Assisted team members with heavy lifting and sorting tasks when required.
- Reported operational issues promptly to supervisors for timely resolution.
- Worked an average of 40 hours per week to meet production demands.
General Manager/Funeral Director & Embalmer
Service Corporation International (SCI)
Alpharetta, GA
08.2012 - 03.2020
- Directed daily operations to optimize service quality and enhance efficiency.
- Developed strategic plans that increased customer satisfaction and retention rates.
- Managed budgeting, staffing, scheduling, and inventory control for comprehensive business operations.
- Resolved customer complaints swiftly while upholding service quality standards.
- Cultivated long-term customer relationships through proactive account management.
- Demonstrated problem-solving and negotiation skills to tackle diverse challenges.
- Committed over 40 hours weekly to ensure operational success.
Director of Operations/Funeral Director & Embalmer
Gregory B. Levett & Sons, Inc.
Covington, GA
01.1999 - 06.2012
- Oversaw daily operations to ensure efficient workflow at funeral home services. Forty plus hours weekly
- Maintained communication with families to address concerns and provide support.
- Created policies and procedures that enhanced workflow processes.
- Resolved customer service issues promptly, achieving high levels of satisfaction.
- Conducted face-to-face and phone interviews to assess needs and resolve issues.
- Ensured compliance with applicable laws, regulations, and industry standards.
- Utilized strong verbal skills to engage customers and determine requirements.
Tax Examiner Assistance
Internal Revenue Service
Atlanta, GA
01.1991 - 03.2000
- Reviewed tax returns for accuracy and completeness, dedicating over 40 hours weekly.
- Analyzed financial documents to assess tax liabilities and identify discrepancies.
- Resolved processing problems related to tax issues efficiently.
- Maintained detailed records of contacts, actions, and case specifics.
- Collaborated with colleagues to tackle complex tax-related challenges.
- Corrected discrepancies between reported income and expenses to ensure compliance.
- Delivered exceptional customer service while managing financial accounts.
- Utilized knowledge of tax law and Internal Revenue Manual to advise taxpayers.
Education
Associates of Science - Funeral Service
Gupton Jones School of Funeral Service
Decatur, GA01.1999
Bachelor of Science - Biology
Tuskegee University
Tuskegee, AL01.1988
Skills
- Client education and training
- Policy analysis and compliance
- Customer relationship management
- Strategic planning
- Sales strategies
- Problem solving
- Effective communication
- Conflict resolution
- Time management
- Negotiation tactics
- Team leadership
- Multitasking
- Customer service
Accomplishments
- Active license in the following states: Georgia Licensed Life & Health: Georgia and Michigan
- SCI/Location Manager of the Year: 2013-2015
- Licensed Life Insurance Agent (Georgia & Michigan)
- Georgia State Board of Funeral Service License
- Certified Pre-Planning Consultant Certification
- Funeral Services Associate Certification
- OSHA Certified
Professional References
- Lisa Kelley, Georgia Department of Internal Revenue Services, Atlanta, GA, (901) 489-5223, dkelly99@yahoo.com
- Angie Moore, Georgia Department of Agriculture Food Safety Administration Supervisor, 244 Washington SW, Atlanta, GA, 30334, (678) 633-6266, angie.moore@agr.georgia.gov
- Sonya D. Elijah, Georgia Department of Agriculture Food Safety - Dairy Division, 244 Washington Street SW, Atlanta, GA, 30334, (678) 925-1275, sonya.elijah@agr.georgia.gov
- Sonia K. Lawson, Occupational Therapist, 1305 Est. 14th St., Lumberton, NC, 28358, (910) 258-5266, soniajamicia@gmail.com
- Angelia Solomon, Robins Air Force Base, Supervisor, 120 Saddlehorn Dr., Warner Robins, GA, 31088, (478) 714-7748, absolo17@hotmail.com
- Dr. Latonya Pitts (Retired), 5224 Browns Mill Rd., Stonecrest, GA, 30038, (404) 914-8095, lbpitts2003@yahoo.com
Timeline
Mail Processing Clerk
USPS
08.2022 - 07.2023
Life Insurance Agent (Contractor)
Homesteaders Life Insurance Company
04.2020 - Current
General Manager/Funeral Director & Embalmer
Service Corporation International (SCI)
08.2012 - 03.2020
Supervisor of Events/Food Prep
Unbelievable Events & Travel
04.2011 - Current
Director of Operations/Funeral Director & Embalmer
Gregory B. Levett & Sons, Inc.
01.1999 - 06.2012
Tax Examiner Assistance
Internal Revenue Service
01.1991 - 03.2000
Associates of Science - Funeral Service
Gupton Jones School of Funeral Service
Bachelor of Science - Biology
Tuskegee University
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