Kimberly Pierce
Schwenksville,PA
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
Iron Mountain
Royersford, PA
10.2020 - Current
- Managed customer inquiries and complaints in a professional manner.
- Conducted regular check-ins with clients to ensure their needs were met.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Assisted sales team by providing technical expertise during the sales process.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Developed custom solutions for customers based on their individual business objectives.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Provided guidance on how customers can maximize the value they receive from products and services.
Preferred Customer Associate
Iron Mountain
Royersford, PA
06.2014 - 10.2020
- Resolved customer inquiries, complaints, and disputes in a timely manner.
- Conducted regular meetings with customers to discuss their current requirements and future plans.
- Created customized strategies for preferred accounts based on needs assessment.
- Identified opportunities for growth within existing client base through upselling and cross-selling initiatives.
- Built relationships with customers to encourage repeat business opportunities.
Customer Care Representative
Iron Mountain
Royersford, PA
07.2010 - 06.2014
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Maintained high satisfaction score by consistently resolving first-call issues.
Collections/Account Management
Chrysler Financial
Chalfont, PA
12.2009 - 07.2010
- Maintained detailed records of all collection activity including calls, emails, letters and payments received.
- Assisted customers in resolving billing disputes or other issues that impacted their ability to pay outstanding balances.
- Advised delinquent customers on strategies for debt repayment.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Contacted customers with delinquent accounts to solicit payment.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Managed a portfolio of delinquent accounts and implemented strategies to reduce delinquency.
- Ensured compliance with applicable laws related to debt collection practices.
- Provided excellent customer service while collecting past due amounts from customers.
Education
Bachelor of Arts - Environmental Geography
Kutztown University of Pennsylvania
Kutztown, PA05-2006
Skills
- Customer Account Management
- Client Relations
- Strategic Planning
- Schedule Management
- Records Management
- Account Management
- Revenue Growth
- Pipeline Development
- Customer Relationship Building
- Customer Retention
- Customer Service
- Customer Relations
- Customer Advocacy
Accomplishments
- Recipient of the 2012 Customer Care & Implementations
- 2022 Customer Success Manager of the Quarter
Timeline
Customer Success Manager
Iron Mountain
10.2020 - Current
Preferred Customer Associate
Iron Mountain
06.2014 - 10.2020
Customer Care Representative
Iron Mountain
07.2010 - 06.2014
Collections/Account Management
Chrysler Financial
12.2009 - 07.2010
Bachelor of Arts - Environmental Geography
Kutztown University of Pennsylvania
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