Summary
Overview
Work History
Education
Skills
Accomplishments
Best In Class Award and Excellence Award
Timeline
Generic

Kimberly Rice

Kearns,Utah

Summary

Dynamic customer service professional with a proven track record, excelling in complaint resolution and relationship building. Skilled in active listening and critical thinking, I enhanced customer satisfaction and retention through personalized solutions and effective de-escalation techniques, contributing to a positive service culture and increased loyalty.

Overview

14
14
years of professional experience

Work History

Customer Service Representative/Customer Service Escalation Specialist

Sundance Living
09.2017 - 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.

Customer Service Representative/Retention Specialist

Discover Card
02.2011 - 03.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • 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.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.

Education

High School Diploma -

Bamberg American High School
Bamberg, Germany
06-1988

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Relationship building
  • Call center experience
  • Complaint resolution
  • Payment processing
  • Professional telephone demeanor
  • Microsoft outlook
  • De-escalation techniques

Accomplishments

Received Best in Class Award and Excellence Award

Best In Class Award and Excellence Award

Received Best In Class Award and won peer nominated Excellence Award while working at Discover Card.

Timeline

Customer Service Representative/Customer Service Escalation Specialist

Sundance Living
09.2017 - Current

Customer Service Representative/Retention Specialist

Discover Card
02.2011 - 03.2017

High School Diploma -

Bamberg American High School

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Kimberly Rice