Kimberly Pugh
Thornton,CO
Summary
I am a Client Care Representative with 27 years experience in creating a memorable and positive customer service experience. Versed in call taking, problem resolution, dispatching and am able to mentor other team members. I am applying for the job of Manager because I love to take care of customers and team members alike. I love being a part of this company and seeing it and its team members grow and promote a "We Care" attitude and I believe I can fulfill the position combined with the management experience that I have. I would be excited to take on this challenge and would be willing to to do what is necessary to accomplish it.
Professional with robust background in scheduling and coordination, skilled in optimizing workflows and ensuring efficient resource allocation. Strong focus on team collaboration and achieving results, adaptable to changing needs. Expertise in time management, communication, and conflict resolution, making reliable asset in fast-paced environments. Known for maintaining high standards and delivering consistent, impactful outcomes.
Overview
29
29
years of professional experience
Work History
Scheduler and Dispatcher
Lakewood Plumbing and Heating
04.2023 - Current
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Worked with supervisors and team members to understand scheduling needs and bring levels within desired tolerances.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all services were met within agreed timeframes.
- Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
Client Care Representative/Dispatcher
Brothers Plumbing, Heating and Electric
12.2018 - Current
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Provided feedback on customer service efficiency to deliver better support options.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Recommended potential products or services after analyzing customer needs.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Supported customers to maintain positive relationships throughout and following sales processes.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Prepared customer reports by gathering data collected during customer interactions.
- Educated customers where applicable to alleviate need for future contact.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Processed customer account changes with proprietary software.
- Audited customer account information to identify issues and develop solutions.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Promoted product offerings to drive growth and exceed benchmarks.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Assisted organizational efforts by filing, entering data and answering phones.
- Monitored office services mailbox for business support needs and requests.
- Answered phones and routed voicemails to respective employees.
General Merchandise Manager
Albertsons/Safeway
04.1996 - 11.2018
- Answered customer questions regarding store merchandise, department information and pricing
- Led merchandise selection, pricing, planning and marketing
- Ran markdown reports, managed store replenishment and analyzed buying reports
- Led merchandise selection, pricing, planning and marketing
- Assembled promotional displays, including quarter and full-size point of purchase displays
- Conferred with store managers to obtain information about customer needs and preferences
- Monitored and analyzed sales records and consumer purchasing trends
- Anticipated consumer buying patterns to create a purchase and inventory plan
- Set and recommended mark-up rates, mark-down rates and selling prices for merchandise
- Interviewed and worked closely with vendors to acquire and develop desired products
- Completed stock orders and managed inventory levels
- Established strong vendor relationships to maintain and support the business.
Data Manager/Backup Bookkeeper
Albertsons/Safeway
02.1997 - 09.1997
- Entered numerical data into databases in a timely and accurate manner
- Scanned documentation and entered into the database
- Organized forms, made photocopies, filed records and prepared correspondence and reports
- Added new material to file records and created new records
- Outlined the appropriate process and procedures necessary to fulfill and complete inquiries
- Compiled quarterly budget reports, financial spreadsheets and organizational charts to improve office organization
- Recorded and filed employee benefit, salary and annual evaluation information
- Assisted with receptionist duties, file organization and research and development.
Customer Service Representative
NorthglennNorthglennAlbertsons/Safeway
04.1996 - 08.1997
- Welcomed customers into the store and helped them locate items
- Educated customers about the brand to incite excitement about the company's mission
Education
High School Diploma -
Grantsville High School
Grantsville, Utah01.1988
Skills
- Strong Problem Solver
- Basic Math
- Friendly, Positive Attitude
- Data Management
- Active Listening
- Critical Thinking
- Training & Development
- Reliable & Trustworthy
- Customer Service
- Organizational Skills
- Good Work Ethic
- People Skills
- Team Building
- Professional and Mature
- Team Management
- Teamwork and collaboration
- Strong work ethic
- Attention to detail
Timeline
Scheduler and Dispatcher
Lakewood Plumbing and Heating
04.2023 - Current
Client Care Representative/Dispatcher
Brothers Plumbing, Heating and Electric
12.2018 - Current
Data Manager/Backup Bookkeeper
Albertsons/Safeway
02.1997 - 09.1997
General Merchandise Manager
Albertsons/Safeway
04.1996 - 11.2018
Customer Service Representative
NorthglennNorthglennAlbertsons/Safeway
04.1996 - 08.1997
High School Diploma -
Grantsville High School
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