Kimberly Robinson
Nampa,ID
Summary
Experienced Customer Service Associate with 8 years in high-pressure call center settings, focused on customer satisfaction and issue resolution. Certified fraud supervisor and subject matter expert, contributing to training programs for new employees. Known for effective multi-tasking and maintaining professionalism in challenging situations.
Overview
9
9
years of professional experience
Work History
Content moderator
Teleperformance
09.2022 - Current
- Monitored user-generated content for compliance with community standards and internal policies.
- Reviewed and evaluated reports of inappropriate material to address violations promptly.
- Performed moderation tasks, including deleting and suspending accounts as necessary.
- Maintained comprehensive records of all moderation activities on a daily basis.
- Provided training and support to new moderators to uphold quality standards.
- Analyzed user engagement data to identify trends for potential policy enhancements.
- Applied knowledge of laws and best practices in content moderation decisions.
- Tracked key performance metrics to assess effectiveness of moderation efforts.
- Act as RW (resiliency warrior) alongside team members to conduct events and workshops aimed at sustaining company morale and improving mental well-being
Credit Maintenance Specialist
Citi
04.2019 - 09.2022
- Originally hired for Sears customer service where I took inbound calls and answered customers questions and concerns regarding their credit card accounts also helped with balance transfers, payment allocations and promotional balances then after 6 months was cross trained for L.L.Bean, Wayfair, and all other specialty groups
- I did this for a few months then was recommend by my manager to be trained for credit with Best Buy where I took inbound calls from customers and stores regarding applications and made sure all data on the application was entered correctly and used systems such as Innovis, LexisNexis not only to verify the customer and the information on the application was true and accurate but to make sure it wasn’t a fraudulent application I would also look at credit bureaus to check and verify fraud victim statements
- After doing that for awhile I then was promoted to credit full time and was trained in all portfolio groups for handling incoming applications for the U.S and Canada
- Canada applications for Home Depot which also uses systems such as information direct and 411 to verify information.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Exercised versatility in fast-paced, agile work environments.
- Participated in ongoing training and compliance activities.
- Managed and resolved incidents according to service agreements.
- Leveraged specialized knowledge to act as subject matter expert within organization.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Determined consumer needs to provide products and services appealing to larger market.
Fraud supervisor, SME (subject matter expert)
SYKES Boise
10.2016 - 07.2018
- Took inbound calls for capital one fraud department, screened new credit card applications to prove the person I was talking to was actually the one who applied for the credit card and not a fraudster who's stolen someone’s identity, activated new cards, answered questions about balance, APR, rewards, card benefits, helped identify fraud on account by going over past and current statements filed fraud reports and issued cards within the U.S. and internationally walked customers through online enrollment or just navigating the online site and mobile apps by pulling up digital demos and screen shots
- Assessed company operations for compliance with safety standards.
- Handled and tracked customer complaints in a calm and professional manor even when under pressure was an advocate for my customers to make sure they had the best customer experience when having to deal with the fraud department
- Helped train the new classes all through training and nesting which was a 6 week period I helped teach and debrief lessons, made sure logins were correct and if they weren't calling support and getting passwords reset answering any questions that the class had about the programs we used and how to navigate them and when I wasn't in the classroom or taking calls I was a floor support agent walking around helping agents and answering any questions they had while tracking the tickets on a tablet.
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Organized special events such as company picnics or holiday parties for employees.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Coached staff members to develop long-term career goals.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Education
GED -
Capital High School
Boise, ID01.2009
Skills
- Customer engagement and rapport building
- Goal-driven mindset
- Sharp problem-solving abilities
- Financial services background
- Effective communication skills
- Resolution-oriented approach
- Top performance record
- Time management expertise
- Active listening capabilities
- Self-reliance in tasks
- Proficient in Microsoft Office suite
- Reliable and dependable work ethic
- Punctual attendance record
- Detail-oriented mindset
- Personnel training experience
- Telecom skill set proficiency
- Organizational effectiveness
- Excellent multi-tasking skills
- Familiarity with call center technologies
- Research capabilities online
- Knowledge of social media platforms
- Cultural sensitivity awareness
- Content management skills
- Proofreading expertise in copywriting
- Utilization of resources effectively
- Desktop and laptop computer skills
- Reliability in performance
- Strong interpersonal abilities
- Tolerance for stress in work environments
- Collaborative teamwork
- Customer Service
- Active Listening
References
References available upon request.
Timeline
Content moderator
Teleperformance
09.2022 - Current
Credit Maintenance Specialist
Citi
04.2019 - 09.2022
Fraud supervisor, SME (subject matter expert)
SYKES Boise
10.2016 - 07.2018
GED -
Capital High School