Kimberly Roberts
Brooklyn,NY
Summary
Assisted customers in resolving issues through effective communication and problem-solving techniques. Collaborated with team members to enhance service delivery and achieve customer satisfaction. Adapted to various situations while maintaining reliability and professionalism.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
National Grid, Natural Gas
09.2023 - Current
- Resolved customer account inquiries and service requests efficiently to enhance overall satisfaction.
- Utilized CRM software to maintain comprehensive records of customer interactions and facilitate effective resolution management.
- Coordinated efforts with cross-functional teams to enhance service delivery and tackle complex problem-solving initiatives.
- Monitored customer interactions through consistent follow-ups to maintain satisfaction and effectively manage unresolved issues.
- Coordinated emergency call management processes to enhance response efficiency.
Customer Service
Brooklyn Academy of Music
01.2003 - Current
- Perform clerical and receptionist duties for Theater Management and Staff.
- Assist in recruiting, interviewing and orientation of new ushers.
- Assist Theater Manager in the operation of the theater during performances.
- Assist Head Usher in customer service and patron services to include patron safety and program distribution during performances.
- Identify, analyze, and facilitate the resolution of customer/patron issues as appropriate.
- First line of problem resolution for patrons and visitors
- Follow proper protocol when assisting patrons to their correct seat or location of the scheduled performance.
- Follow proper protocol when assisting patrons with specials and ADA related challenges.
- Accurately read and scan event tickets and direct patrons to their correct seat or location of the scheduled performance.
- Assist and run coat-check operations including headsets, handling money, and patron ticket services.
- Supervise all coat-checks, tickets and money affiliated.
- Serve as Hostess at Galas and private functions.
Test Center Manager
Prometric
02.2018 - 01.2023
- Mentor and train new TCMs on company policies and procedures.
- Planned weekly/monthly staff schedules and supervised permanent and temporary test center administrators.
- Hire and train new test center administrators, while providing continued education and mentoring to staff as needed.
- Resolve candidate complaints and technical issues promptly by escalating them to the appropriate team.
- Collaborate with other TCMs to ensure proper staffing is achieved across the district.
- Provide security at all testing facilities by ensuring all locks and security systems are properly in use.
- Confirm servers, computers, and internet are functioning correctly, while effectively resolving technical issues.
- Responsible for the management of timesheets, expenses, inventory, audits, and additional projects as assigned.
- Collect candidate bio-metric information, verify their identification, and monitor test completion
Test Center Administrator
Prometric
07.2016 - 02.2018
- Maintain and apply expert knowledge of test center policies, practices and procedures
- Greet examinees and verify identification
- Administer and proctor tests
- Register and prepare candidate scorecards
- Digitally scan and record candidate fingerprint identification
- Continuously monitor candidates as they complete exams
- Resolve or report candidate issues with urgency
- Secure all computer software in the test center at all times
- Reboot computer servers and reset passwords as necessary
- Report any occurrences outside company guidelines to corporate management
- Ability to be flexible with scheduling based on Prometric capacity requirements
Education
Management
Berkeley College School of Business
Diploma - undefined
Medgar Evers College
Diploma - undefined
Middle College High School
Skills
- Assisted in creating documents and presentations using Microsoft Office tools Supported team members in utilizing Excel for data organization and analysis Contributed to the preparation of reports and materials for meetings
- Utilized Outlook to manage and organize email communications and calendar scheduling
- Optimized Windows 10 system configurations to enhance performance
- Assisted customers with inquiries and issues related to Zendesk platform\nSupported team members in utilizing Zendesk tools effectively\nFacilitated communication between departments to enhance customer service processes
- Assisted users with troubleshooting technical issues and provided solutions to enhance user experience Guided customers through software installations and updates to ensure seamless operation Supported team in maintaining accurate records of customer interactions and resolutions
- Demonstrated exceptional verbal and written communication skills to facilitate effective collaboration
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Oversaw team operations and ensured adherence to organizational standards
- Assisted teams in utilizing Microsoft SharePoint for project collaboration and document management Supported users in navigating SharePoint features to enhance productivity Contributed to the organization of project files and resources within SharePoint sites
Additional Information
- Skills
- Microsoft Office/Windows 10, Zendesk/Outlook and Borderfree
Timeline
Customer Service Representative
National Grid, Natural Gas
09.2023 - Current
Test Center Manager
Prometric
02.2018 - 01.2023
Test Center Administrator
Prometric
07.2016 - 02.2018
Customer Service
Brooklyn Academy of Music
01.2003 - Current
Management
Berkeley College School of Business
Diploma - undefined
Medgar Evers College
Diploma - undefined
Middle College High School