Kimberly Ramsey
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Summary
Dynamic customer service professional with extensive experience at the Arizona Department of Transportation. Skilled in conflict resolution and relationship building, I excelled in enhancing customer loyalty and satisfaction. Recognized for my ability to mentor team members and implement best practices, I consistently delivered exceptional support and fostered a positive service environment.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Arizona Department of Transportation
08.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
911 Telecommunicator
Frontier Regional 911
10.2018 - 09.2020
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications protocols.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
- Achieved consistently high performance evaluations due to exceptional communication skills and attention to detail in information gathering tasks.
- Documented call details accurately for use in ongoing investigations and reports.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Maximized caller safety by providing clear instructions for emergency situations.
- Participated in continuous training programs, staying informed on latest emergency response protocols.
- Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
- Maintained up-to-date knowledge of local geography and landmarks, aiding in swift emergency response.
- Maintained strict adherence to confidentiality protocols by safeguarding sensitive information from unauthorized access.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until help arrived.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
Preschool Teacher
Fossil Cooperative Preschool
08.2014 - 06.2018
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Established positive communication with parents in daily conversation and formal conferences.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Monitored students' academic, social, and emotional progress and recorded in individual files.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Maintained accurate records of each child''s progress throughout the year using various documentation methods such as portfolios or tracking sheets.
- Evaluated student performance regularly through observation, assessment tools, and parent-teacher conferences to ensure academic growth was being achieved consistently across all areas of development.
- Organized special events like field trips, holiday celebrations, or guest speakers to enhance the educational experience for students while building a sense of community within the classroom.
- Fostered independence in students by encouraging self-help skills and personal responsibility.
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
- Encouraged use of technology to support student learning.
Education
No Degree - Early Childhood Education
Blue Mountain Community College
Pendleton, ORNo Degree - Early Childhood Education
Columbia Gorge Community College
The Dalles, ORPublic Safety Telecommunicator Certificate - Basic Telecommunicator
Department of Public Safety Standards And Training
Salem, OR11-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Follow-up skills
- Team development
Timeline
Customer Service Representative
Arizona Department of Transportation
08.2020 - Current
911 Telecommunicator
Frontier Regional 911
10.2018 - 09.2020
Preschool Teacher
Fossil Cooperative Preschool
08.2014 - 06.2018
No Degree - Early Childhood Education
Blue Mountain Community College
No Degree - Early Childhood Education
Columbia Gorge Community College
Public Safety Telecommunicator Certificate - Basic Telecommunicator
Department of Public Safety Standards And Training
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